CALL CENTER SCHEDULE COMPLIANCE MANAGEMENT

• US 20090164289A1
• Filed: 12/19/2007
• Published: 06/25/2009
• Est. Priority Date: 12/19/2007
• Status: Abandoned Application

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Minnich, Thomas M. JR., Wrenn, Ted Alan JR.
• Application Number:
  US11/959,690
• Publication Number:
  US 20090164289A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting

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.

Claims

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.

2. The method of claim 1, further comprising:

reporting that the schedule violation has occurred, wherein the reporting is performed by the IHS.

3. The method of claim 1, wherein the analyzing the schedule violation information includes determining whether the schedule violation is greater than a threshold.

4. The method of claim 3, wherein the threshold includes a time period.

5. The method of claim 1, wherein the analyzing the schedule violation information includes determining whether the schedule violation is an acceptable violation.

6. The method of claim 1, wherein the schedule violation information is stored in an agent record.

7. The method of claim 1, wherein the schedule violation information includes a time stamp and a violation identification, and wherein the violation identification includes a unique identifier associated with the schedule violation.

8. The method of claim 1, wherein the schedule violation information is stored in a violation database, wherein the violation database includes further schedule violation information associated with further agents, and wherein information in the violation database is filterable.

9. A method comprising:

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.

10. An information handling system (IHS), comprising:

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.

11. The IHS of claim 10, wherein the reporting the schedule violation includes sending a notification e-mail to the agent.

12. The IHS of claim 10, wherein the reporting the schedule violation includes sending a notification e-mail to one of a manager of the agent and a representative of the agent.

13. The IHS of claim 10, wherein the memory further includes computer-readable instructions executable by the processor to:

report schedule compliance information in response to determining that the schedule violation failed to occur.

14. The IHS of claim 13, wherein the memory further includes computer-readable instructions executable by the processor to:

store the schedule compliance information.

15. The IHS of claim 10, wherein the memory further includes computer-readable instructions executable by the processor to:

produce schedule violation information in response to determining that the schedule violation occurred.

16. The IHS of claim 10, wherein the schedule violation includes at least one of a late login, an early logout, a break push, a break pull, a lunch push, a lunch pull, and a duration overage.

17. A method comprising:

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.

18. The method of claim 17, further comprising:

providing the agent to dispute the schedule violation, wherein the providing is performed by the IHS.

19. The method of claim 17, further comprising:

providing a manager to excuse the schedule violation, wherein the providing is performed by the IHS.

20. The method of claim 17, further comprising:

retroactively updating an agent record of the agent in response to determining that the schedule violation was for a valid business reason, wherein the updating is performed by the IHS.