Graphical method and system for visualizing performance levels in time-varying environment
First Claim
1. A method for visualizing performance levels in a workplace experiencing time-varying workloads comprising;
- conveying visually a relationship between at least one predefined performance metric and at least one provided service;
displaying a symbol representing the predefined performance metric;
displaying a symbol representing a relationship between the at least one provided service, at least one response time period, and at least one reference time period.
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Accused Products
Abstract
Presented is a method and system for visually depicting performance levels in a time-varying environment such as a workplace experiencing time-varied workloads. A call center is one example of such a workplace. One embodiment includes a graphical depiction with a reference time period, such as a work day, on a the horizontal axis. A vertical axis displays, for example, the length of time an incoming call must wait before being answered. As calls come into the call center a symbol is placed horizontally on the graph corresponding to the time during the reference time period that the call was received, and vertically according to the time the caller had to wait before a call center agent answered the call. Other information may also be superimposed on the graph, such as a call center service metric, and abandoned calls.
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Citations
30 Claims
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1. A method for visualizing performance levels in a workplace experiencing time-varying workloads comprising;
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conveying visually a relationship between at least one predefined performance metric and at least one provided service;
displaying a symbol representing the predefined performance metric;
displaying a symbol representing a relationship between the at least one provided service, at least one response time period, and at least one reference time period. - View Dependent Claims (2)
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3. A method for visualizing performance levels over time in a call center comprising:
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conveying visually a relationship between at least one predefined performance level metric and at least one incoming call, including displaying the predefined performance level metric;
displaying a symbol representing a relationship between an at least one incoming call answered by a call center agent and the predefined performance level metric; and
displaying a symbol representing a relationship between an at least one incoming call abandoned by a caller and the predefined performance level metric. - View Dependent Claims (4, 5)
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6. A method for visualizing a call center'"'"'s performance comprising:
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conveying visually a relationship between at least one performance level metric, at least one incoming call, at least one reference time period and at least one response time period; and
displaying the relationship using a symbol to represent the at least one incoming call. - View Dependent Claims (7, 8, 9, 10, 11, 12, 13)
displaying a symbol representing an elapsed time for the at least one incoming call to be answered by a call center agent;
displaying a symbol representing the elapsed time for the at least one incoming call to be abandoned by a caller;
displaying the at least one performance level metric;
differentiating the symbol representing the elapsed time for the at least one incoming call to be answered by a call center agent from the symbol representing the elapsed time for the at least one incoming call to be abandoned by a caller.
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10. The method of claim 6, wherein conveying includes placing all the incoming calls received by a call center during the reference time period on the same graph.
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11. The method of claim 6, wherein the at least one performance level metric includes a specific percentage of incoming calls to be answered within a specified time.
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12. The method of claim 6, wherein displaying includes providing historical statistical data.
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13. The method of claim 6, where conveying occurs on a real-time basis.
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14. A method for visualizing service levels in a call center comprising:
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conveying visually a relationship between at least one reference time period and at least one incoming call;
displaying a first symbol representing the time elapsed until the at least one incoming call is answered by a call center agent;
displaying a second symbol representing the time elapsed until the at least one incoming call is abandoned by a caller; and
differentiating between the first symbol and the second symbol. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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21. A method for providing a visual indication of performance levels over time in a call center comprising:
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conveying visually a relationship between at least one reference time period, at least one incoming call, and at least one predefined performance level metric;
displaying a symbol representing the elapsed time until the at least one incoming call is answered by a call center agent;
displaying a symbol representing the elapsed time until the at least one incoming call is abandoned by the caller, wherein the symbol representing the at least one incoming call abandoned by a caller is differentiated from the at least one incoming call that is answered by a call center agent; and
displaying the performance level metric, wherein the performance level metric includes a specific percentage of incoming calls to be answered within a specified time. - View Dependent Claims (22)
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23. A computer-readable medium for visualizing a call center service level over time comprising instructions which, when executed in a processing system, causes the system to:
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convey visually a relationship between at least one reference time period, at least one service level metric, and at least one incoming call;
display the at least one service level metric;
display a symbol representing the elapsed time until the at least one incoming call is answered by a call center agent;
display a symbol representing the elapsed time until the at least one incoming call is abandoned by the caller; and
differentiate the symbol representing the at least one incoming call abandoned by the caller from the at least one incoming call that is answered by the call center agent.
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24. A system for visualizing service levels in a call center comprising at least one server, coupled among at least one storage device and at least one client processor through a network, wherein the storage device stores instructions that, when executed, causes the at least one client processor to gather data concerning incoming calls to a call center, create a visual display conveying the relationship between a reference time period, a predefined service level metric, and at least one incoming call, display a symbol representing the elapsed time until the at least one incoming call is answered by a call center agent, display a symbol representing the elapsed time until the at least one incoming call is abandoned, and differentiate between the symbol representing the at least one incoming call answered by the call agent and the symbol representing the at least one incoming call that is abandoned.
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25. A computer readable medium for visualizing performance levels of a workplace experiencing time varying workloads comprising instructions which, when executed on a processing system, causes the system to:
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convey visually a relationship between at least one predefined performance metric and at least one provided service;
display a symbol representing the predefined performance metric;
display a symbol representing a relationship between the at least one provided service and the predefined performance metric; and
display a symbol representing a relationship between the at least one provided service, an at least one response time period and an at least one reference time period.
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26. A system for visualizing performance levels in a workplace with time varying workloads comprising at least one server coupled at least one storage device and at least one client processor, wherein the storage device stores instructions that, when executed, causes the at least one client processor to:
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convey visually a relationship between at least one predefined performance metric and at least one provided service display a symbol representing the predefined performance metric;
display a symbol representing a relationship between the at least one provided service and the predefined performance metric; and
display a symbol representing a relationship between the at least one provided service, at least one response time period and at least one reference time period.
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27. A method for visualizing performance levels in a workplace with time-varying workloads comprising:
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conveying visually a relationship between at least one predefined performance metric and at least one provided service; and
displaying a first symbol representing a relationship between the at least one provided service, at least one response time period, and at least one reference time period, wherein the delivered volume of the at least one provided service is indicated by altering the symbol. - View Dependent Claims (28, 29, 30)
displaying a second symbol representing the average of the relationship between the at least one provided service, the at least one reference time period and the at least one response time of at least one workplace;
aggregating the second symbol at a plurality of workplaces on the same visual display wherein relative performance of such workplace is apparent.
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Specification