DETERMINING AND DISPLAYING APPLICATION USAGE DATA IN A CONTACT CENTER ENVIRONMENT

• US 20120014516A1
• Filed: 07/14/2011
• Published: 01/19/2012
• Est. Priority Date: 07/14/2010
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Nies, James Gordon
• Granted Patent: US 8,515,051 B2
• Time in Patent Office: Days
• US Class Current: 379/136
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

Embodiments disclosed herein provide systems and methods for processing and displaying call state and application usage information in a contact center environment. In a particular embodiment, a method provides receiving application usage information and call state information and processing the application usage information and the call state information to determine an amount of time spent using each application of a plurality of applications by each agent of a plurality of agents during each call state of a plurality of call states. The method further provides generating a representation of the amount of time spent using at least one of the plurality of applications by at least one of the plurality of agents during at least one of the plurality of call states.

Claims

1. A method for analyzing application usage, comprising:

receiving application usage information and call state information;

processing the application usage information and the call state information to determine an amount of time spent using each application of a plurality of applications by each user of a plurality of users during each call state of a plurality of call states;

generating a representation of the amount of time spent using at least one of the plurality of applications by at least one of the plurality of users during at least one of the plurality of call states.

2. The method of claim 1, wherein the representation is a graphical representation and further comprising displaying the graphical representation.

3. The method of claim 2, wherein the application usage information further includes an indicator about specific functionalities used for each application of the plurality of applications.

4. The method of claim 1, wherein the application usage information includes an occurrence time and duration for each instance that each application of the plurality of applications was used and the call state information includes an occurrence time and duration for each occurrence of each call state of the plurality of call states.

5. The method of claim 1, wherein determining the at least one user of the plurality of users for which the graphical representation should be displayed comprises:

receiving a user indication of the at least one user.

6. The method of claim 1, wherein determining the at least one user of the plurality of users for which the graphical representation should be displayed comprises:

selecting the at least one user of the plurality of users based on the application information and the call state information meeting a criteria.

7. The method of claim 6, wherein the criteria comprises a threshold amount of time that an application of the plurality of applications is used during a call state of the plurality of call states and wherein exceeding the threshold results in the selection of the at least one user.

8. A system for analyzing application usage, comprising:

an interface configured to receive application usage information and call state information;

a processing system configured to process the application usage information and the call state information to determine an amount of time spent using each application of a plurality of applications by each user of a plurality of users during each call state of a plurality of call states and generate a representation of the amount of time spent using at least one of the plurality of applications by at least one of the plurality of users during at least one of the plurality of call states.

9. The system of claim 8, wherein the representation is a graphical representation and further comprising a display configured to display the graphical representation.

10. The system of claim 9, wherein the application usage information further includes an indicator about specific functionalities used for each application of the plurality of applications.

11. The system of claim 8, wherein the application usage information includes an occurrence time and duration for each instance that each application of the plurality of applications was used and the call state information includes an occurrence time and duration for each occurrence of each call state of the plurality of call states.

12. The system of claim 8, further comprising:

the processing system configured to receive a user indication of the at least one user to determine the at least one user of the plurality of users for which the graphical representation should be displayed comprises.

13. The system of claim 8, further comprising:

the processing system configured to select the at least one user of the plurality of users based on the application information and the call state information meeting a criteria to determine the at least one user of the plurality of users for which the graphical representation should be displayed.

14. The system of claim 13, wherein the criteria comprises a threshold amount of time that an application of the plurality of applications is used during a call state of the plurality of call states and wherein exceeding the threshold results in the selection of the at least one user.

15. A computer readable medium having instructions stored thereon for operating a system for analyzing application usage, wherein the instructions, when executed by the system, instruct the system to:

receive application usage information and call state information, wherein the application usage information includes application timing information for each instance that each application of the plurality of applications was used and the call state information includes call state timing information for each occurrence of each call state of the plurality of call states;

process the application usage information and the call state information to determine an amount of time spent using each application of a plurality of applications by each user of a plurality of users during each call state of a plurality of call states;

generate a representation of the amount of time spent using at least one of the plurality of applications by at least one of the plurality of users during at least one of the plurality of call states.

16. The computer readable medium of claim 15, wherein the representation is a graphical representation and the instructions further direct the system to display the graphical representation.

17. The computer readable medium of claim 16, wherein the application usage information further includes an indicator about specific functionalities used for each application of the plurality of applications.

18. The computer readable medium of claim 15, wherein the application timing information includes an occurrence time and duration for each instance that each application of the plurality of applications was used and the call state timing information includes an occurrence time and duration for each occurrence of each call state of the plurality of call states.

19. The computer readable medium of claim 15, wherein the instructions further direct the system to receive a user indication of the at least one user to determine the at least one user of the plurality of users for which the graphical representation should be displayed.

20. The computer readable medium of claim 15, wherein the instructions further direct the system to select the at least one user of the plurality of users based on the application information and the call state information meeting a criteria to determine the at least one user of the plurality of users for which the graphical representation should be displayed.