Systems and methods for scheduling call center agents using quality data and correlation-based discovery
First Claim
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1. A method for visualization of call center performance, comprising the steps of:
- obtaining quality performance of agents data that includes information on a quality of service and quality characteristics of the agent;
obtaining call center operations data that includes information on statistics and details of a call center;
discovering a correlation between the quality performance of agents data and the call center operations data, wherein the correlation is computed using one or a combination of the following methods;
Pearson linear correlation, clustering computing method, and statistical trend analysis, wherein the computation using Pearson linear correlation outputs correlation coefficient r and statistical measurement p with data set size N; and
optimizing call center performance based on the correlation.
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Abstract
Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data that includes information on statistics and details of a call center, correlating the quality performance of agents data and the call center operations data, identifying correlation-based discovery, and optimizing call center performance based on the correlation-based discovery.
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Citations
18 Claims
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1. A method for visualization of call center performance, comprising the steps of:
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obtaining quality performance of agents data that includes information on a quality of service and quality characteristics of the agent; obtaining call center operations data that includes information on statistics and details of a call center; discovering a correlation between the quality performance of agents data and the call center operations data, wherein the correlation is computed using one or a combination of the following methods;
Pearson linear correlation, clustering computing method, and statistical trend analysis, wherein the computation using Pearson linear correlation outputs correlation coefficient r and statistical measurement p with data set size N; andoptimizing call center performance based on the correlation. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for visualization of call center performance, comprising:
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a quality performance of agents database including data on a quality of service and quality characteristics of the agent; a call center operations database including data on statistics and details of a call center; and a performance correlation application that discovers a correlation between the quality performance of agents data and the call center operations data, the performance correlation application optimizing call center performance based on the correlation; the performance correlation application configured to correlate using one or a combination of the following methods;
Pearson linear correlation, clustering computing method, and statistical trend analysis, wherein the computation using Pearson linear correlation outputs correlation coefficient r and statistical measurement p with data set size N. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A system for visualization of call center performance, comprising the steps of:
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means for obtaining quality performance of agents data that includes information on quality of service and quality characteristics of the agent; means for obtaining call center operations data that includes information on statistics and details of a call center; means for discovering a correlation between the quality performance of agents data and the call center operations data by correlating using one or a combination of the following methods;
Pearson linear correlation, clustering computing method, and statistical trend analysis, wherein the computation using Pearson linear correlation outputs correlation coefficient r and statistical measurement p with data set size N; andmeans for optimizing call center performance based on the correlation. - View Dependent Claims (16, 17, 18)
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Specification