Telephone call center monitoring system allowing real-time display of summary views and interactively defined detailed views

• US 6,392,666 B1
• Filed: 07/21/1999
• Issued: 05/21/2002
• Est. Priority Date: 07/21/1999
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Hong, Lichan, Cox, Kenneth Charles, Nepustil, Vladimir, Richman, Paul Lawrence
• Primary Examiner(s): SAX, STEVEN PAUL
• Application Number:
  US09/358,596
• Time in Patent Office: 1,035 Days
• Field of Search: 345/772, 345/771, 345/789, 345/828, 345/759, 345/762-763, 345/736, 345/734, 345/735, 345/730, 395/751-758
• US Class Current: 715/736
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A novel telephone call center agent monitoring and display system has a graphical user interface that allows a call center manager to automatically display a detailed multiple bar graph view of the status of particular agents currently engaged in agent activities specified by the manager for a duration also specified by the manager, the detailed view being linked to a composite view of the status of all agents being monitored by the manager. In the preferred embodiment, an agent status summary view displays in bar graph form, the collective statuses of all categories of agent status monitored by a call center manager corresponding to the longest time in the category for all of the agents monitored by the manager. If desired, the manager can “drill down” to a linked detailed view to display the duration of every agent currently in a chosen status category when the duration in that activity is within a time window chosen by the manager. Using a pointer device or simple keystrokes, the manger can generate a highlighted rectangular area on the summary view defining both the agent statuses of interest and minimum and maximum duration'"'"'s of interest.

Claims

1. A method of displaying customer contact center agent status information via a graphical user interface, said method comprising the steps of:

providing a graphical summary view of agent status information summarizing the status of a set of agents being monitored by a user according to a plurality of predefined agent status categories;

in response to user input, generating a highlighted area on the summary agent status view comprising the status categories and a temporal window of interest to the user;

based upon the highlighted area, automatically generating a graphical detailed view linked to said summary view, said detailed view having a graphical representation of each agent currently in the highlighted categories and temporal windows chosen by the user.

2. The method in claim 1 wherein the highlighted area is substantially in the form of a variably dimensioned quadrilateral.

3. The method in claim 1 wherein said summary view comprises bar graphs, with a separate bar representing each agent status category.

4. The method in claim 1 wherein said detailed view comprises bar graphs, with a separate bar representing the status of each agent currently in the highlighted categories and temporal windows chosen by the user.

5. The method in claim 1 wherein said summary view comprises bar graphs, with a separate bar representing each agent status category, and said detailed view comprises bar graphs, with a separate bar representing the status of each agent currently in the highlighted categories and temporal windows chosen by the user.

6. The method in claim 3 wherein contiguous bars have contrasting visual characteristics.

7. The method in claim 5 wherein contiguous bars in said summary view have contrasting visual characteristics.

8. The method in claim 7 wherein the visual characteristics of each bar in said detailed view are consistent with the summary view visual characteristics of the bar representing the status category to which the bar in the detailed view pertains.

9. The method in claim 5 wherein the bars in said detailed view are grouped according to the status categories to which they pertain.

10. The method in claim 8 wherein the bars in said detailed view are grouped according to the status categories to which they pertain.

11. The method in claim 1 wherein said summary view includes for each agent status category, historical maximum indicia for indicating the historical maximum value of the category.

12. The method in claim 5 wherein said summary view includes for each agent status category, historical maximum indicia for indicating the historical maximum value of the category.

13. The method in claim 10 wherein said summary view includes for each agent status category, historical maximum indicia for indicating the historical maximum value of the category.

14. A system for displaying customer contact center agent status information via a graphical user interface, said system comprising:

a summary view generator for generating a graphical summary view of agent status information summarizing the status of a set of agents being monitored by a user according to a plurality of predefined agent status categories;

a highlight area generator coupled to said summary view generator and under the control of said user, adapted to generate a highlighted area on the summary agent status view comprising the status categories and a temporal window of interest to the user;

a detailed view generator coupled to said summary view generator and said highlight area generator, adapted to automatically generate a graphical detailed view linked to said summary view, said detailed view having a graphical representation of each agent currently in the highlighted categories and temporal windows chosen by the user.

15. The system in claim 14 wherein the highlighted area is substantially in the form of a variably dimensioned quadrilateral.

16. The system in claim 14 wherein said summary view comprises bar graphs, with a separate bar representing each agent status category.

17. The system in claim 14 wherein said detailed view comprises bar graphs, with a separate bar representing the status of each agent currently in the highlighted categories and temporal windows chosen by the user.

18. The system in claim 14 wherein said summary view comprises bar graphs, with a separate bar representing each agent status category, and said detailed view comprises bar graphs, with a separate bar representing the status of each agent currently in the highlighted categories and temporal windows chosen by the user.

19. The system in claim 17 wherein contiguous bars have contrasting visual characteristics.

20. The system in claim 18 wherein contiguous bars in said summary view have contrasting visual characteristics.

21. The system in claim 20 wherein the visual characteristics of each bar in said detailed view are consistent with the summary view visual characteristics of the bar representing the status category to which the bar in the detailed view pertains.

22. The system in claim 18 wherein the bars in said detailed view are grouped according to the status categories to which they pertain.

23. The system in claim 21 wherein the bars in said detailed view are grouped according to the status categories to which they pertain.

24. The system in claim 14 wherein said summary view includes for each agent status category, historical maximum indicia for indicating the historical maximum value of the category.

25. The system in claim 19 wherein said summary view includes for each agent status category, historical maximum indicia for indicating the historical maximum value of the category.

26. The system in claim 23 wherein said summary view includes for each agent status category, historical maximum indicia for indicating the historical maximum value of the category.