Method and system for providing performance statistics to agents

• US 7,203,655 B2
• Filed: 02/15/2001
• Issued: 04/10/2007
• Est. Priority Date: 02/16/2000
• Status: Expired due to Term

• Current Assignee: IEX Corporation (Nice Ltd)
• Original Assignee: IEX Corporation (Nice Ltd)
• Inventors: Leamon, Paul Harold, Herbert, Meghan
• Primary Examiner(s): Hafiz; Tariq
• Assistant Examiner(s): Sterrett; Jonathan G
• Application Number:
  US09/776,610
• Publication Number:
  US 20010056367A1
• Time in Patent Office: 2,245 Days
• Field of Search: 709/223, 705/9, 705/11, 379/265, 379/265.11
• US Class Current: 705/7.42
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A method and a system for providing and presenting performance statistics to an agent. A further embodiment of the present invention provides performance comparison reporting between an agent and an agent data group and/or a management unit. This is achieved by collecting and calculating statistical parameters that characterize the performance of agents, providing periodic updates to the performance data, and providing access to the performance data to the agent.

Claims

1. A workforce management method for measuring contact center agent performance, wherein contact center agents are organized into groups, and wherein the agents in each group report to a supervisor, comprising:

receiving data that measures performance of the contact center agents;

processing the performance data to;

(1) measure a given agent in the contact center according to data received on the given agent'"'"'s performance handling calls according to a set of performance metrics that comprise;

in calls, talk time, work time, total time, average handling time, average wait time, average talk time, out calls, out time and system time;

(2) selectably configure the display of the given agent'"'"'s performance by a supervisor, wherein the supervisor selects one or any combination of the performance metrics that will be displayed to the given agent;

(3) configure the display of individual performance metrics each to display a comparison of an individual performance metric to an under threshold or an over threshold to indicate the individual performance metric in relation to the under threshold or over threshold;

(4) configure the display to show a comparison of the given agent to other agents in the group, the comparison being one of;

no difference, a difference or a percent difference;

(5) further configure the display to show a number of past days of performance data for the comparison; and

(6) display the performance data for the given agent for the number of past days of performance data configured by one or more views that include;

on a cumulative basis across all skills and call types, according to a given skill that the given agent possesses, and according to a given call type handled by the given agent.

2. The method of claim 1 wherein the step of processing the performance data further comprises selecting at least one presentation characteristic of a performance metric, the at least one presentation characteristic having at least an over threshold indicator including at least one of colors, fonts, italicizing, reverse printing, bolding, underlining, background patterns, shading, cross-hatching, diagonal lines, horizontal lines, vertical lines, pop-up windows, and sounds.

3. The method of claim 1, wherein the step of processing the performance data further comprises selecting at least one presentation characteristic of a performance metric, the at least one presentation characteristic having at least an under threshold indicator including at least one of colors, fonts, italicizing, reverse printing, bolding, underlining, background patterns, shading, cross-hatching, diagonal lines, horizontal lines, vertical lines, pop-up windows, and sounds.

4. The method of claim 1, further comprising the step of collecting and updating the performance data periodically.

5. The method of claim 1, wherein the given agent is performing in at least one of a call center, a contact center, a sales force center, a field service center, and a factory.

6. The method of claim 1, further comprising the step of allowing the given agent to enter display preferences, the display preferences comprising at least one of a performance metric, a time format, a comparison method, and a number of past days to show data.

7. The method of claim 6, wherein the comparison method comprises at least one of no difference, difference, and percent difference.

8. The method of claim 1, further comprising the step of allowing the given agent to select a form of communication of a performance data, the form comprising at least one of a textual display, a graphical display, a bar chart, a line chart, audio, and multimedia.

9. The method of claim 1, further comprising the step of allowing a supervisor to select a form of communication of a performance data, the form comprising at least one of a textual display, a graphical display, a bar chart, a line chart, audio, and multimedia.

10. The method as described in claim 1, wherein one or more agent groups comprise one or more management units, and wherein the performance data are displayable for the given agent and the one or more other agents in the agent'"'"'s group and management unit.

11. The method as described in claim 1, further including the step of displaying the given agent'"'"'s performance data relative to the performance data for one or more other agents in the agent'"'"'s group and management unit for each of two or more daily periods within the number of past days of performance data configured.

12. The method as described in claim 1, further including the step of displaying the given agent'"'"'s performance statistic data relative to the performance data for one or more other agents in the agent'"'"'s group and management unit for an aggregate number of daily periods within the given time period.

13. The method as described in claim 1, wherein the views are represented in a hierarchy.

14. The method as described in claim 1 further including configuring an appearance of given performance data for the given agent.

15. The method as described in claim 1 further including configuring an appearance of given performance data for the one or more other agents in the agent'"'"'s group.

16. The method as described in claim 15 wherein the appearance of the performance data for the one or more other agents in the agent'"'"'s group is configured as a function of a value of the performance data with respect to the value of the performance data of the given agent.