PROCESSING CALL CENTER DATA

• US 20160044170A1
• Filed: 09/04/2012
• Published: 02/11/2016
• Est. Priority Date: 09/04/2012
• Status: Active Grant

• Current Assignee: Clearview Business Intelligence, LLC
• Original Assignee: Clearview Business Intelligence, LLC
• Inventors: Porter, John, Wiser, Bill, Johson, Ben
• Granted Patent: US 9,967,398 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

For processing call center data, an access module (320) receives call system data for a plurality of users. The access module (320) further receives customer relationship management (CRM) data and receives user data for the plurality of users. A display module (325) displays the call system data, the CRM data, and the user data in a temporal relationship for a first user as dashboard data (200).

Claims

1. A method for processing call center data comprising:

receiving, by use of a processor, call system data for a plurality of users;

receiving customer relationship management (CRM) data;

receiving user data for the plurality of users; and

displaying the call system data, the CRM data, and the user data in a temporal relationship for a first user as dashboard data.

2. The method of claim 1, further comprising receiving monitoring data for the plurality of users.

3. The method of claim 2, wherein the call system data, the CRM data, the user data, and the monitoring data are received at specified intervals.

4. The method of claim 2, the monitoring data comprising a user identifier, a number, a timestamp, and a result.

5. The method of claim 2, further comprising calculating summary data from the call system data, the CRM data, the user data, and the monitoring data, and displaying the summary data as the dashboard data.

6. The method of claim 5, wherein a first summary data element is calculated as a function of at least one other summary data element.

7. The method of claim 6, the dashboard data further comprising a calculate bonus function that defines a bonus using an option selected from the group consisting of a threshold option, a per action option, and a tiered option, and a metric editor that defines the calculation of the first summary data element as at least of one mathematical, logical, statistical, random, probabilistic, string, and simulation function of the at least one other summary data element.

8. The method of claim 5, further comprising monitoring a target for at least one summary data element of the summary data for at least one user.

9. The method of claim 8, further comprising generating a notification in response to the at least one summary data element exceeding a target limit.

10. The method of claim 1, the CRM data comprising an identifier number, a number, a name, an address, purchase data, outcome data, and a timestamp.

11. The method of claim 1, the call system data comprising a call start time, a call end time, a hold start time, a hold end time, an identifier number, and a user identifier.

12. The method of claim 1, the user data comprising training information, a training length, and a training evaluation.

13. The method of claim 1, wherein the dashboard data is arranged in an administrator specified order.

14. The method of claim 1, wherein the temporal relationship comprises an administrator specified time interval.

15. The method of claim 1, the dashboard displays the dashboard data for the plurality of users organized in at least one hierarchical level.

16. The method of claim 1, wherein the dashboard displays the dashboard data for at least two projects and cumulative project data and a selection action displays a detail selection box for viewing details of a project selected by the selection action.

17. The method of claim 1, the dashboard data displaying at least one of a gauge metric comprising a metric needle and a metric value, a success rate, a call volume representation comprising a number of calls on hold, users on a call, and users waiting at a plurality of times, a state of a first user and a duration of the state, and a campaign score card comprising a ratio, a quality, and an attendance.

18. The method of claim 1, the dashboard data further comprising a scheduling function displaying data comprising a scheduled start time, a scheduled end time, a start time, and an end time.

19. A computer program product for processing call center data, the computer program product comprising:

a computer readable storage medium having computer readable program code embodied therein, the computer readable program code configured to;

receive call system data for a plurality of users;

receive customer relationship management (CRM) data;

receive user data for the plurality of users; and

display the call system data, the CRM data, and the user data in a temporal relationship for a first user as dashboard data.

20. An apparatus comprising:

a computer readable storage medium storing computer readable program code executable by a processor, the computer readable program code comprising;

an access module receiving call system data for a plurality of users, receiving customer relationship management (CRM) data, and receiving user data for the plurality of users; and

a display module displaying the call system data, the CRM data, and the user data in a temporal relationship for a first user as dashboard data.