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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
First Claim
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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.

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