CALL CENTER SCHEDULE COMPLIANCE MANAGEMENT
First Claim
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1. A method comprising:
- obtaining schedule information, wherein the schedule information is associated with a schedule of an agent, and wherein the obtaining is performed by an information handling system (IHS);
obtaining activity information, wherein the activity information is associated with an activity of the agent, and wherein the obtaining is performed by the IHS;
determining whether a schedule violation has occurred by comparing the schedule information with the activity information, wherein the determining is performed by the IHS;
producing schedule violation information in response to determining that the schedule violation has occurred, wherein the producing is performed by the IHS; and
analyzing the schedule violation information, wherein the analyzing is performed by the IHS.
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Abstract
A method for call center schedule compliance management includes an information handling system (IHS) obtaining schedule information. The schedule information is associated with a schedule of an agent. The IHS obtains activity information. The activity information is associated with an activity of the agent. The IHS compares the schedule information with the activity information to determine whether a schedule violation has occurred. The IHS produces schedule violation information in response to determining that the schedule violation has occurred. The IHS analyzes the schedule violation information.
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Citations
20 Claims
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1. A method comprising:
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obtaining schedule information, wherein the schedule information is associated with a schedule of an agent, and wherein the obtaining is performed by an information handling system (IHS); obtaining activity information, wherein the activity information is associated with an activity of the agent, and wherein the obtaining is performed by the IHS; determining whether a schedule violation has occurred by comparing the schedule information with the activity information, wherein the determining is performed by the IHS; producing schedule violation information in response to determining that the schedule violation has occurred, wherein the producing is performed by the IHS; and analyzing the schedule violation information, wherein the analyzing is performed by the IHS. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method comprising:
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determining whether a schedule violation has occurred by comparing a schedule of an agent to an activity of the agent, wherein an adaptable threshold is used to determine whether the schedule violation has occurred, and wherein the determining is performed by an information handling system (IHS); reporting the schedule violation to a manager of the agent in response to determining that the schedule violation has occurred, wherein the reporting is performed in real-time by the IHS; providing the manager to excuse the schedule violation, wherein the providing is performed by the IHS; reporting the schedule violation to the agent in response to determining that the schedule violation has occurred, wherein the reporting is performed in real-time by the IHS; providing the agent to dispute the schedule violation, wherein the providing is performed by the IHS; storing schedule violation information in a database that includes a plurality of other schedule violation information for a plurality of other agents, wherein the database is filterable, and wherein the storing is performed by the IHS; analyzing the schedule violation, wherein the schedule violation information is used to analyze the schedule violation, and wherein the analyzing is performed by the IHS; determining whether the schedule violation was a result of an unplanned event, wherein the unplanned event included an excusable purpose, and wherein the determining is performed by the IHS; and retroactively updating the schedule to include the unplanned event in response to determining that the schedule violation was a result of the unplanned event, wherein the updating is performed by the IHS.
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10. An information handling system (IHS), comprising:
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a processor; and a memory coupled to the processor, wherein the memory includes computer-readable instructions executable by the processor to; determine whether a schedule violation has occurred by comparing schedule information with activity information, wherein the schedule information is associated with a schedule of an agent, and wherein the activity information is associated with an activity of the agent; and report the schedule violation in response to determining that the schedule violation occurred. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A method comprising:
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determining whether a schedule violation has occurred, wherein the schedule violation is associated with an agent, and wherein the determining is performed by an information handling system (IHS); and reporting the schedule violation in response to determining that the schedule violation occurred, wherein the reporting is performed by the IHS. - View Dependent Claims (18, 19, 20)
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Specification