Agent call flow monitoring and evaluation

• US 20080063178A1
• Filed: 08/16/2006
• Published: 03/13/2008
• Est. Priority Date: 08/16/2006
• Status: Abandoned Application

• Current Assignee: SBC Knowledge Ventures LP (AT&T, Inc.)
• Original Assignee: SBC Knowledge Ventures LP (AT&T, Inc.)
• Inventors: Dixon, Matthew A., Paden, Jonathan, Harris, Jon, Joseph, Kurt
• Application Number:
  US11/504,669
• Publication Number:
  US 20080063178A1
• Time in Patent Office: Days
• US Class Current: 379/265.06
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Agent performance is monitored. Multiple segments of a first communications session are monitored based on corresponding triggers that trigger the monitoring of the multiple segments. Characteristic data of the multiple segments is obtained. The characteristic data of the first communications session and characteristic data of a second communications session are grouped. The characteristic data of the first communications session is subject to common evaluation with the characteristic data of the second communications session.

Claims

1. A method of monitoring agent performance, comprising:

monitoring a plurality of segments of a first communications session based on a corresponding plurality of triggers that trigger the monitoring of the plurality of segments; and

obtaining characteristic data of the plurality of segments,

wherein the characteristic data of the first communications session and characteristic data of a second communications session are grouped, and

wherein the characteristic data of the first communications session is subject to common evaluation with the characteristic data of the second communications session.

2. The method of monitoring agent performance of claim 1,

wherein the plurality of triggers are generated based on agent interaction with at least one agent interface.

3. The method of monitoring agent performance of claim 2,

wherein the agent interaction with the at least one interface comprises a request to display specified content.

4. The method of monitoring agent performance of claim 1, further comprising:

time stamping the start of each segment.

5. The method of monitoring agent performance of claim 4, further comprising:

time stamping the end of each segment.

6. The method of monitoring agent performance of claim 1, further comprising:

comparing a duration of each segment with a predetermined threshold.

7. The method of monitoring agent performance of claim 1, further comprising:

displaying a duration of a segment to the agent in association with a predetermined threshold.

8. The method of monitoring agent performance of claim 1,

wherein the common evaluation determines a mean duration of at least one common segment of the first and the second communications sessions.

9. The method of monitoring agent performance of claim 1,

wherein the common evaluation determines a duration variance of at least one common segment of the first and the second communications sessions.

10. The method of monitoring agent performance of claim 1,

wherein a first segment and a second segment are temporally differentiable.

11. The method of monitoring agent performance of claim 1,

wherein a first segment corresponds to the use of a first tool by an agent and a second segment corresponds to the use of a second tool by the agent.

12. The method of monitoring agent performance of claim 1,

wherein a first segment corresponds to a period where a first document is open for the agent and a second segment corresponds to a period where a second document is open for the agent.

13. The method of monitoring agent performance of claim 1,

wherein the plurality of triggers comprise at least one call initiation to a third party.

14. The method of monitoring agent performance of claim 1,

wherein the start of the first communications session is measured from a time when the agent receives a call.

15. The method of monitoring agent performance of claim 14,

wherein the agent receives the call after the call is processed by an intelligent peripheral.

16. The method of monitoring agent performance of claim 15,

wherein characteristic data of an interaction between a caller and the intelligent peripheral is subject to the common evaluation with the characteristic data of the first communications session and the characteristic data of the second communications session.

17. The method of monitoring agent performance of claim 1,

wherein the first segment and the second segment correspond to differentiable progressive agent activities during the first communications session.

18. The method of monitoring agent performance of claim 17,

wherein the differentiable progressive agent activities correspond to tasks required for the agent to complete the call.

19. A computer readable medium for storing a program that monitors agent performance, comprising:

a monitoring code segment that monitors a plurality of segments of a first communications session based on a corresponding plurality of triggers that trigger the monitoring of the plurality of segments; and

an obtaining code segment that obtains characteristic data of the plurality of segments,

wherein the characteristic data of the first communications session and characteristic data of a second communications session are grouped, and

wherein the characteristic data of the first communications session is subject to common evaluation with characteristic data of the second communications session.

20. A module for monitoring agent performance, comprising:

a monitor that monitors a plurality of segments of a first communications session based on a corresponding plurality of triggers that trigger the monitoring of the plurality of segments; and

an obtainer that obtains characteristic data of the plurality of segments;

wherein the characteristic data of the first communications session and characteristic data of a second communications session are grouped, and

wherein the characteristic data of the first communications session is subject to common evaluation with characteristic data of the second communications session.