METHOD AND SYSTEM FOR ANALYZING CONTACT STUDIES

• US 20080112557A1
• Filed: 11/14/2006
• Published: 05/15/2008
• Est. Priority Date: 11/14/2006
• Status: Active Grant

• Current Assignee: Kyndryl Incorporated
• Original Assignee: International Business Machines Corporation
• Inventors: Ricketts, John A.
• Granted Patent: US 9,846,846 B2
• Time in Patent Office: Days
• US Class Current: 379/265.03
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A method, system and computer-readable medium for analyzing contact studies for a call service center is presented. The method includes the steps of: acquiring data instances of a Collector tool from all persons monitoring contacts at a call service center during a given study period; retrieving a study design from a Planner tool to verify that acquired data instances conform to the study design; selecting data parameters for the acquired data instances, wherein the data parameters describe multiple features of the acquired data; automatically selecting an appropriate chart format that is appropriate for measurement units used by the data parameters; and creating a chart using the appropriate chart format and the data parameters. The steps in the method may all be automatically performed by an Analyzer logic.

Claims

1. A method for analyzing contact studies for a call service center, the method comprising:

acquiring data instances of a Collector tool from all persons monitoring contacts at a call service center during a given study period;

retrieving a study design from a Planner tool to verify that acquired data instances conform to the study design;

selecting data parameters for the acquired data instances, wherein the data parameters describe multiple features of the acquired data;

automatically selecting an appropriate chart format that is appropriate for measurement units used by the data parameters; and

creating a chart using the appropriate chart format and the data parameters.

2. The method of claim 1, wherein all steps in claim 1 are automatically performed by an Analyzer logic.

3. The method of claim 2, further comprising:

automatically generating one or more questions regarding operations of the call service center, wherein the one or more questions are automatically generated by the Analyzer logic by associating one or more pre-defined questions with selected data parameters.

4. The method of claim 3, further comprising:

consolidating the data instances, from multiple independent storage devices, into a single database that is accessible to the Analyzer logic.

5. The method of claim 4, further comprising:

automatically sorting, via the Analyzer logic, the depicted data instances in the chart, wherein data instances are spatially depicted in a decreasing order.

6. The method of claim 5, wherein the call service center is part of a Business Transformation Outsourcing (BTO) service.

7. The method of claim 1, further comprising:

receiving, by an Assistance Allocation Manager (AAM), a Data for Initiating Assistance (DIA) from a resource in a data processing system; and

in response to receiving the DIA, executing a rule, in the AAM, that is specific for the DIA and the resource that sent the DIA, wherein executing the rule in the AAM causes the steps described in claim 1 to be executed for the resource that sent the DIA.

14. The system of claim 8, wherein the instructions are further configured for:

receiving, by an Assistance Allocation Manager (AAM), a Data for Initiating Assistance (DIA) from a resource in a data processing system; and

in response to receiving the DIA, executing a rule, in the AAM, that is specific for the DIA and the resource that sent the DIA, wherein executing the rule in the AAM causes the steps described in claim 1 to be executed for the resource that sent the DIA.

8. A system for analyzing contact studies for a call service center, the system comprising:

a processor;

a data bus coupled to the processor;

a memory coupled to the data bus; and

a computer-usable medium embodying computer program code, the computer program code comprising instructions executable by the processor and configured for executing steps that comprise;

acquiring data instances of a Collector tool from all persons monitoring contacts at a call service center during a given study period;

retrieving a study design from a Planner tool to verify that acquired data instances conform to the study design;

selecting data parameters for the acquired data instances, wherein the data parameters describe multiple features of the acquired data;

automatically selecting an appropriate chart format that is appropriate for measurement units used by the data parameters; and

creating a chart using the appropriate chart format and the data parameters.

9. The system of claim 8, wherein all steps are automatically performed by an Analyzer logic.

10. The system of claim 9, wherein the instructions are further configured for:

automatically generating one or more questions regarding operations of the call service center, wherein the one or more questions are automatically generated by the Analyzer logic by associating one or more pre-defined questions with selected data parameters.

11. The system of claim 10, wherein the instructions are further configured for:

consolidating the data instances, from multiple independent storage devices, into a single database that is accessible to the Analyzer logic.

12. The system of claim 11, wherein the instructions are further configured for:

automatically sorting, via the Analyzer logic, the depicted data instances in the chart, wherein data instances are spatially depicted in a decreasing order.

13. The system of claim 12, wherein the instructions are further configured for:

exporting a sorted chart and the one or more questions into a written report.

15. A computer-readable medium embodying computer program code for analyzing contact studies for a call service center, the computer program code comprising computer executable instructions configured for executing the steps of:

acquiring data instances of a Collector tool from all persons monitoring contacts at a call service center during a given study period;

retrieving a study design from a Planner tool to verify that acquired data instances conform to the study design;

selecting data parameters for the acquired data instances, wherein the data parameters describe multiple features of the acquired data;

automatically selecting an appropriate chart format that is appropriate for measurement units used by the data parameters; and

creating a chart using the appropriate chart format and the data parameters.

16. The computer-readable medium of claim 15, wherein all steps are automatically performed by an Analyzer logic.

17. The computer-readable medium of claim 16, wherein the instructions are further configured for:

automatically generating one or more questions regarding operations of the call service center, wherein the one or more questions are automatically generated by the Analyzer logic by associating one or more pre-defined questions with selected data parameters.

18. The computer-readable medium of claim 17, wherein the instructions are further configured for:

consolidating the data instances, from multiple independent storage devices, into a single database that is accessible to the Analyzer logic.

19. The computer-readable medium of claim 15, wherein the computer executable instructions are deployable to a client computer from a download server that is at a remote location.

20. The computer-readable medium of claim 15, wherein the computer executable instructions are provided by a download service provider to a client computer on an on-demand basis.