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Systems and methods for context drilling in workforce optimization

  • US 7,949,552 B2
  • Filed: 09/27/2006
  • Issued: 05/24/2011
  • Est. Priority Date: 02/22/2006
  • Status: Expired due to Fees
First Claim
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1. A method for providing information to facilitate operations at a customer center, the method comprising the steps of:

  • recording interactions of agents at a content recorder in accordance with predetermined business rules;

    monitoring, at a quality monitoring component that includes an interaction database and the content recorder, at least one of;

    schedules for the agents and key performance indicators (KPIs) of the agents;

    responsive to the monitoring and recording, determining, at an admistrative component executing on a computing device, whether there is a variance in any of the schedules; and

    responsive to the determining, determining whether to include a drill through option on a graphical user interface that includes root cause information indicating why the variance occurred to the schedule.

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