System for comparing an agent activity with a work schedule

• US 6,144,971 A
• Filed: 01/25/1999
• Issued: 11/07/2000
• Est. Priority Date: 08/11/1992
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Dallmann, Richard A., Lenihan, John P., Rafacz, Walter, Sunderman, Kurt E.
• Primary Examiner(s): Hong, Stephen S.
• Application Number:
  US09/219,242
• Time in Patent Office: 652 Days
• Field of Search: 707/500, 707/515, 707/526, 345/329, 345/331, 345/335, 379/157, 379/265
• US Class Current: 715/205
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: G07C 1/10 together with the recording, indicating or registering of other data, e.g. of signs of identity

Abstract

A schedule adherence system for a plurality of agents having a device (30) for defining a daily work schedule for the agents, a device (30) for determining the actual activity of the agents and comparing the activity of the agents with the work schedule, a device (30) for defining threshold limits for the variance between the actual activity of the agents and the work schedule, and a device (30) for indicating when the variance between the actual activity and the work schedule is an amount greater than the threshold limits.

Claims

1. A schedule adherence system for a plurality of agents of a telephone system, comprising:

means for defining a work schedule for the agents;

means for determining an actual activity of the agents based upon a signed-in and signed-out status of the agents with the telephone system;

means for comparing in real time the actual activity of the agents with the work schedule; and

means for indicating in real time when the actual activity of the agents varies from the work schedule.

14. The system of claim 1 wherein the schedule defining means comprises a current week and a next week schedule.

15. The system of claim 14 including means for replacing a current week schedule with a next week schedule, and replacing a next week schedule with a current week schedule.

2. A schedule adherence system for a plurality of agents of a telephone system:

means for defining a daily work schedule for the agents;

means for determining in real time an actual activity of the agents based upon a signed-in and signed-out status of the agents with the telephone system;

means for comparing in real time the actual activity of the agents with the work schedule;

means for defining threshold limits for the variance between the actual activity of the agents and the work schedule in real time; and

means for indicating in real time when the variance between the actual activity and a the work schedule is an amount greater than said threshold limits.

3. The system of claim 2 including means for defining the work start times of the agents.

4. The system of claim 2 including means for defining the duration of a task for the agents.

5. The system of claim 2 wherein the indicating means comprises means for displaying information about the agents.

6. The system of claim 5 wherein the information is displayed in real time.

7. The system of claim 2 including means for selecting a set of agents for the indicating means.

8. The system of claim 2 including means for selecting a set of agents for the schedule defining means.

9. The system of claim 2 including means for modifying the defined schedule.

10. The system of claim 2 including means for modifying the threshold limits.

11. The system of claim 2 wherein the indicating means is selected on a day basis.

12. The system of claim 2 wherein the indicating means is selected on a weekly basis.

13. The system of claim 2 wherein the defining means defines a two week schedule.

16. The system of claim 2 wherein the schedule defining means includes a task name.

17. The system of claim 2 wherein the schedule defining means includes a task type.

18. The system of claim 2 including means for deleting information in the defined schedule.

19. The system of claim 2 including means for selecting an individual agent or agent group.

20. The system of claim 2 including means for highlighting information displayed by the indicating means responsive to an indication that a threshold limit has been exceeded.

21. The system of claim 2 wherein the threshold defining means establishes limits of early and late times for the agents.

22. The system of claim 2 including means for indicating an average call talk time of an agent.

23. The system of claim 2 including means for indicating an average call work time of an agent.

24. The system of claim 2 including means for indicating a number of calls handled by an agent.

25. The system of claim 2 including a pop-up display for indicating information about an agent.

26. The system of claim 2 including means for selecting one or more agents for the system.

27. The system of claim 26 including means for displaying information concerning one or more agents.

28. The system of claim 26 including means for entering information for one or more agents.

29. The system of claim 2 including means for determining and indicating more than one agent with the same or similar name.

30. The system of claim 2 including means for generating a report.