STORAGE, PROCESSING, AND DISPLAY OF SERVICE DESK PERFORMANCE METRICS

• US 20130235999A1
• Filed: 05/06/2013
• Published: 09/12/2013
• Est. Priority Date: 09/21/2010
• Status: Active Grant

• Current Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Original Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Inventors: EVANS, Robert Louis Jr., STEELE, Jared Allen, WAGSTER, Matthew Dale, ZALDIVAR, Jack Carlos Jr.
• Granted Patent: US 8,903,061 B2
• Time in Patent Office: Days
• US Class Current: 379/265.06
• CPC Class Codes: H04M 2203/555 Statistics, e.g. about subscribers but not being call statistics
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

An architecture for the storage, processing, and display of service desk performance metrics data for a service desk department may include a call management system (CMS), an issue tracking system, a performance metrics (PM) database, a PM database module, a PM display data module, and a PM client module. The PM database module may retrieve call statistics data from the call management system database and issue tracking data from the issue tracking system database, and store the data in the PM database. The PM client module may obtain call statistics data and issue tracking data from the PM database via the PM display data module. The PM client module may display the obtained call statistics data and issue tracking data in one or more user interface elements.

Claims

1. A system for monitoring the performance of a plurality of agents, the system comprising:

at least one communications interface configured to receive information regarding each of the plurality of agents related to both inward and outward looking services based on measurable values, wherein the measurable values are related to one or more systems for submitting insurance claims, processing insurance claims, performing stack trades, maintaining compliance with insurance laws, and maintaining compliance with Securities and Exchange (SEC) regulations;

at least one database to store the received information for subsequent access by a processor;

at least one processor configured to;

group the plurality of agents into at least two teams of agents;

calculate a performance metric for each of the plurality of agents based on the measured values;

calculate a performance metric for each of the at least two teams of agents; and

store the calculated performance metrics for each of the plurality of agents and for each of the at least two teams of agents; and

a display device configured to display user interface elements, wherein the user interface elements include the stored performance metrics of the plurality of agents and the at least two teams of agents.

2. The system of claim 1 wherein the plurality of agents are grouped into the at least two teams of agents based on the team leader of the plurality of agents.

3. The system of claim 1 wherein the user interface elements indicate for each of the plurality of agents and for the at least two teams of agents whether the performance metrics is indicative of an acceptable level of performance.

4. The system of claim 1 wherein outward looking services include a call center.

5. The system of claim 1 wherein the information for outward looking services includes call statistics from a call management system (CMS).

6. The system of claim 1 wherein the outward looking services include data for each of the plurality of agents over a given period of time.

7. The system of claim 1 wherein the inward looking services include a service desk.

8. The system of claim 1 wherein the information for inward looking services includes issue tracking.

9. The system of claim 1 wherein the inward looking services include data for each of the plurality of agents over a given period of time.

10. The system of claim 1 wherein measurable values include an average number of calls answered per hour and average number of tickets resolved per hour.

11. The system of claim 1 wherein the inward and outward looking services are equally weighted in the performance metric.

12. A method for monitoring the performance of a plurality of agents, the method comprising:

receiving information via at least one communication interface regarding each of the plurality of agents related to both inward and outward looking services based on measurable values, wherein the measurable values are related to one or more systems for submitting insurance claims, processing insurance claims, performing stack trades, maintaining compliance with insurance laws, and maintaining compliance with federal regulations;

storing the received information in at least one database for subsequent access by a processor;

grouping, via a processor, the plurality of agents into at least two teams of agents;

calculating, via a processor, a performance metric for each of the plurality of agents based on the measured values;

calculating, via a processor, a performance metric for each of the at least two teams of agents;

storing the calculated performance metrics for each of the plurality of agents and for each of the at least two teams of agents; and

displaying user interface elements, on a display device, wherein the user interface elements include the stored performance metrics of the plurality of agents and the at least two teams of agents.

13. The method of claim 12 wherein the plurality of agents are grouped into the at least two teams of agents based on the team leader of the plurality of agents.

14. The method of claim 12 wherein the user interface elements indicate for each of the plurality of agents and for the at least two teams of agents whether the performance metrics is indicative of an acceptable level of performance.

15. The method of claim 12 wherein measurable values include an average number of calls answered per hour and average number of tickets resolved per hour.

16. The system of claim 12 wherein inward and outward looking services are equally weighted in the performance metric.

17. A non-transitory computer-readable medium having processor executable instructions stored thereon which, when executed by at least one processor, will cause the at least one processor to perform a method for monitoring the performance of a plurality of agents, the method comprising:

receiving information via at least one communication interface regarding each of the plurality of agents related to both inward and outward looking services based on measurable values, wherein the measurable values being related to one or more systems related to submitting insurance claims, processing insurance claims, performing stack trades, maintaining compliance with insurance laws, and maintaining compliance with Securities and Exchange (SEC) regulations;

storing the received information in at least one database for subsequent access by a processor;

grouping, via a processor, the plurality of agents into at least two teams of agents;

calculating, via a processor, performance metrics for each of the plurality of agents based on the measured values;

calculating, via a processor, a performance metric for each of the at least two teams of agents;

storing the calculated performance metrics for each of the plurality of agents and for each of the at least two teams of agents; and

displaying user interface elements, wherein the user interface elements include the stored performance metrics of the plurality of agents and the at least two teams of agents.

18. The computer-readable medium of claim 17 wherein the plurality of agents are grouped into the at least two teams of agents based on the team leader of the plurality of agents.

19. The computer-readable medium of claim 17 wherein the user interface elements indicate for each of the plurality of agents and for the at least two teams of agents whether the performance metrics is indicative of an acceptable level of performance.

20. The computer-readable medium of claim 17 wherein measurable values include an average number of calls answered per hour and average number of tickets resolved per hour.