Systems and methods for contact center analysis

• US 20070282807A1
• Filed: 06/30/2006
• Published: 12/06/2007
• Est. Priority Date: 05/10/2006
• Status: Abandoned Application

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Nies, James Gordon, Keren, Shimon, Ringelman, John, Murray, Edward
• Application Number:
  US11/479,267
• Publication Number:
  US 20070282807A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/00 Administration; Management

Abstract

Systems and methods for providing integrated solutions for performing workforce management and quality monitoring utilizing an integrated data warehouse system are provided. In this regard, a representative method comprises: generating data from a plurality of workforce optimization (WFO) applications, the WFO applications including, with respect to a workforce, forecasting, scheduling, training, and monitoring fuctionalities; storing the data in a database optimized for extracting the data therefrom; and performing management analytics by querying the database according to at least one usage application, wherein the usage application defines at least one analysis purpose.

Claims

1. A method for performing contact center analysis, comprising:

generating data from a plurality of workforce optimization (WFO) applications, the WFO applications including, with respect to a workforce, forecasting, scheduling, training, and monitoring functionalities;

storing the data in a database optimized for extracting the data therefrom; and

performing management analytics by querying the database according to at least one usage application, wherein the usage application defines at least one analysis purpose.

2. The method of claim 1, further comprising storing the data in a database optimized for inserting the data.

3. The method of claim 1, further comprising storing at least a first portion of the data as common data, the common data being common to the plurality of WFO applications, and storing at least a second portion of the data as separate data, wherein the separate data is derived from less than all of the plurality of the WFO applications.

4. The method of claim 3, wherein the performing further comprises comparisons between multiple portions of the common data.

5. The method of claim 3, wherein the performing further comprises utilizing at least a portion of the separate data for obtaining facts specific to at least one of the WFO applications.

6. The method of claim 1, wherein the usage application specifies a type of analysis, the type of analysis including a correlation between multiple portions of the data from the database, wherein the data is related to multiple WFO applications.

7. The method of claim 1, wherein the usage application specifies a type of operational reporting, the type of operational reporting including a report containing at least a portion of the data from the database, wherein the data is related to multiple WFO applications.

8. The method of claim 1, wherein the usage application specifies a type of predictive analytics, the type of predictive analytics including predictions utilizing statistical models and being based at least in part on the data from the database, wherein the data is related to multiple WFO applications.

9. The method of claim 1, wherein the usage application specifies a type of performance reporting, the type of performance reporting including a report containing key performance indicators, the key performance indicators being calculated based on external data and at least a portion of the data from the database, wherein the data is related to multiple WFO applications.

10. A system for contact center analysis, comprising:

a plurality of workforce optimization (WFO) applications configured to generate data related to workforce management, the WFO applications including, with respect to a workforce, forecasting, scheduling, training, and monitoring;

a database module, configured to receive the data from the plurality of WFO applications and insert the data into a database optimized for extracting the data therefrom;

a plurality of usage applications, each usage application configured to query at least a portion of the data according to an analysis purpose corresponding to the usage application; and

at least one usage application, configured for a type of performance reporting, the type of performance reporting including a report containing key performance indicators, the key performance indicators being calculated based on external data and at least a portion of the data from the database.

11. The system of claim 10, further comprising means to insert at least a portion of the data as common data, the common data being common to the plurality of WFO applications, and further configured to insert at least a second portion of the data as separate data, the separate data derived from less than all of the plurality of the WFO applications.

12. The system of claim 10, further comprising means for comparison of multiple portions of the common data.

13. The system of claim 10, further comprising means for utilizing at least a portion of the separate data to determine correlations between multiple WFO applications.

14. The system of claim 10, wherein at least one usage application is configured for a type of analysis, the type of analysis including a correlation between multiple portions of the data from the database.

15. The system of claim 10, wherein at least one usage application is configured for a type of operational reporting, the type of operational reporting including a report containing at least a portion of the data from database.

16. The system of claim 10, wherein at least one usage application is configured for a type of predictive analysis, the type of predictive analytics including predictions utilizing statistical models and being based at least in part on the data from the database.

17. The system of claim 10, further comprising a display device operative to display an output of at least one of the usage applications.

18. The system of claim 10, further comprising means for displaying an output of at least one of the usage applications.

19. A computer readable medium having a computer program stored thereon, the computer program comprising computer-executable instructions for performing the computer-implemented steps of:

generating data from a plurality of workforce optimization (WFO) applications, the WFO applications including, with respect to a workforce, forecasting, scheduling, training, and monitoring functionalities;

storing the data in a database optimized for extracting the data therefrom;

storing at least a first portion of the data as common data, the common data being common to the plurality of WFO applications;

storing at least a second portion of the data as separate data, wherein the separate data is derived from less than all of the plurality of the WFO applications; and

performing management analytics by querying the database according to at least one usage application, the usage application defining at least one analysis purpose.