SYSTEMS AND METHODS OF MANAGING COMPETING BUSINESS GOALS OF A CONTACT CENTER

• US 20150195404A1
• Filed: 01/07/2014
• Published: 07/09/2015
• Est. Priority Date: 01/07/2014
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: O'Connor, Neil, McCormack, Tony, Bourke, James, Corcoran, Sean
• Application Number:
  US14/149,182
• Publication Number:
  US 20150195404A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 3/04847 Interaction techniques to control parameter settings, e.g. interaction with sliders or dials
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 10/06375 Prediction of business process outcome or impact based on a proposed change
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

An optimization system for generating a visual representation of business goals in a contact center is disclosed. The optimization system includes a monitor module configured to monitor current status of the business goals of the contact center. The optimization system further includes a computing module configured to compute values of the business goals and generate the visual representation. The optimization system further includes a drag module configured to enable a user to change value of a business goal from an actual operating value to a desired operating value. The optimization system further includes a display module configured to display modification in values of associated business goals due to the change in the value of the business goal.

Claims

1. An optimization system for generating a visual representation of business goals in a contact center, the optimization system comprising:

a monitor module configured to monitor current status of the business goals of the contact center;

a computing module configured to compute values of the business goals and generate the visual representation;

a drag module configured to enable a user to change value of a business goal from an actual operating value to a desired operating value; and

a display module configured to display modification in values of associated business goals due to the change in the value of the business goal.

2. The optimization system of claim 1, wherein the business goals comprises an average revenue, a service level agreement, a customer satisfaction, and an agent training.

3. The optimization system of claim 1, wherein the visual representation comprises pie charts, bar charts, line charts, and histograms.

4. The optimization system of claim 1, wherein the visual representation is one of a two dimensional or a three dimensional.

5. The optimization system of claim 1, wherein the current status of the business goals comprises values of the business goals resulting from current routing rules.

6. The optimization system of claim 1, wherein the display module is further configured to display numerical values of the business goals.

7. The optimization system of claim 1, wherein the computing module is further configured to determine business goals having current operating values below than a predefined threshold.

8. The optimization system of claim 7, wherein the display module is further configured to notify a user about the business goals having current operating value below than the threshold.

9. The optimization system of claim 1, wherein the drag module is further configured to enable the user to change the values of the business goals by dragging graph of the business goals in the visual representation.

10. The optimization system of claim 1, further comprising an allocation module configured to manage resources based on the generated modified visual representation.

11. The optimization system of claim 1, wherein the allocation module is further configured to suggest allocation of resources to achieve desired operating values of the business goals.

12. A computer-implemented method for generating a visual representation of business goals in a contact center, the method comprising:

monitoring current status of the business goals of the contact center;

computing values for the business goals of the contact center based on the monitored status of the business goals;

generating the visual representation of the business goal based on the computed values;

enabling a user to change value of a business goal from an actual operating value to a desired operating value in the visual representation; and

displaying modification in values of associated business goals due to the change in the value of the business goal.

13. The computer-implemented method of claim 12, wherein the business goals comprises an average revenue, a service level agreement, a customer satisfaction, and an agent training.

14. The computer-implemented method of claim 12, wherein the visual representation comprises pie charts, bar charts, line charts, and histograms.

15. The computer-implemented method of claim 12, wherein the current status of the business goals comprises values of the business goals resulting from current routing rules.

16. The computer-implemented method of claim 12, further comprising determining business goals having current operating values below than a predefined threshold.

17. The computer-implemented method of claim 16, further comprising notifying a user about the business goals having current operating values below than the predefined threshold.

18. The computer-implemented method of claim 12, wherein the competing business goals are computed by utilizing values from a contact center configuration, a service level agreement historical reporting data, a customer satisfaction feedback from various skilled set agent proficiencies, and an average revenue stored in a database.

19. The computer-implemented method of claim 12, further comprising managing resources to handle calls based on the generated modified visual representation.

20. A computer-implemented method for generating a visual representation of desired business goals in a contact center, the method comprising:

monitoring current status of the business goals of the contact center;

computing values for the business goals of the contact center based on the monitored status of the business goals;

generating the visual representation of the business goals based on the computed values;

receiving a user input for a desired value of a business goal of the contact center;

computing modification in values of associated business goals of the contact center based on the received input;

generating a modified visual representation of the business goal and associated business goals based on the modified values of the competing business goals; and

displaying the modified values of the business goal and associated business goals in the generated modified visual representation.