Systems and methods for displaying agent activity exceptions
First Claim
Patent Images
1. A computer-implemented method for presenting different queue hopping activities of an agent on a timeline, the method comprising the steps of:
- performing by a computer, the following steps;
collecting, from a customer center data source, an agent activity of a first class and an agent activity of a second class, both activities associated with the agent, each activity derived from a separate data source, wherein each activity indicates a scheduled time;
receiving a first and a second agent event, both events associated with the agent, the first agent event received from a first virtual data source and the second agent event received from a second, different, virtual data source, both virtual data sources associated with the same physical data source and each associated with a one event-to-activity mapping, wherein the first and second agent events each indicate an occurrence time, event mode, and event reason;
mapping the first agent event to a first agent activity and the second agent event to a second agent activity based on the one event-to-activity mappings, the event modes, and the event reasons;
displaying a timeline axis comprising a plurality of time periods;
displaying the agent activity of the first class and the agent activity of the second class along the timeline axis such that the scheduled time for the agent activity of the first class is aligned with the corresponding time period of the timeline axis and the scheduled time for the agent activity of the second class is aligned with the corresponding time period of the timeline axis;
displaying the first agent activity along the timeline axis such that the occurrence time for the first agent activity is aligned with the corresponding time period of the timeline axis;
displaying the second agent activity along the timeline axis such that the occurrence time for the second agent activity is aligned with the corresponding time period of the timeline axis;
in an instruction execution system, determining whether at least one of the occurrence times of the first and second agent activities corresponds to one of the scheduled times of the agent activities of the first and second class, and if so, determining whether the agent activity complies with the class of agent activity at the corresponding time; and
displaying an indication of an adherence exception along the timeline axis if the agent activity does not comply with the class of agent activity at the corresponding time.
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Abstract
Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: collecting an agent activity of a first class and an agent activity of a second class; and displaying the agent activity of the first class and the agent activity of the second class along the same timeline axis. The agent activities are collected from a contact center data source. The second class is different from the first class. Both activities are associated with the same agent. Each activity is derived from a different virtual data source.
189 Citations
18 Claims
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1. A computer-implemented method for presenting different queue hopping activities of an agent on a timeline, the method comprising the steps of:
- performing by a computer, the following steps;
collecting, from a customer center data source, an agent activity of a first class and an agent activity of a second class, both activities associated with the agent, each activity derived from a separate data source, wherein each activity indicates a scheduled time; receiving a first and a second agent event, both events associated with the agent, the first agent event received from a first virtual data source and the second agent event received from a second, different, virtual data source, both virtual data sources associated with the same physical data source and each associated with a one event-to-activity mapping, wherein the first and second agent events each indicate an occurrence time, event mode, and event reason; mapping the first agent event to a first agent activity and the second agent event to a second agent activity based on the one event-to-activity mappings, the event modes, and the event reasons; displaying a timeline axis comprising a plurality of time periods; displaying the agent activity of the first class and the agent activity of the second class along the timeline axis such that the scheduled time for the agent activity of the first class is aligned with the corresponding time period of the timeline axis and the scheduled time for the agent activity of the second class is aligned with the corresponding time period of the timeline axis; displaying the first agent activity along the timeline axis such that the occurrence time for the first agent activity is aligned with the corresponding time period of the timeline axis; displaying the second agent activity along the timeline axis such that the occurrence time for the second agent activity is aligned with the corresponding time period of the timeline axis; in an instruction execution system, determining whether at least one of the occurrence times of the first and second agent activities corresponds to one of the scheduled times of the agent activities of the first and second class, and if so, determining whether the agent activity complies with the class of agent activity at the corresponding time; and displaying an indication of an adherence exception along the timeline axis if the agent activity does not comply with the class of agent activity at the corresponding time. - View Dependent Claims (2, 3, 4, 5, 6, 7)
- performing by a computer, the following steps;
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8. A system for presenting different queue hopping activities of an agent as activities on a timeline, the system comprising:
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an activity collector configured to collect, from a contact center data source, an agent activity of a first class and an agent activity of a second class, both activities associated with the agent, each activity derived from a separate data source, wherein each activity indicates a scheduled time; the activity collector configured to receive a first and a second agent event, both events associated with the agent, the first agent event received from a first virtual data source and the second agent event received from a second, different, virtual data source, both virtual data sources associated with the same physical data source and each associated with a one event-to-activity mapping, wherein the first and second agent events each indicate an occurrence time, event mode, and event reason; the activity collector configured to map the first agent event to a first agent activity and the second agent event to a second agent activity based on the one event-to-activity mappings, the event modes, and the event reasons; an activity tracking viewer configured to display a timeline axis comprising a plurality of time periods; the activity tracking viewer configured to display the agent activity of the first class and the agent activity of the second class along the timeline axis such that the scheduled time for the agent activity of the first class is aligned with the corresponding time period of the timeline axis and the scheduled time for the agent activity of the second class is aligned with the corresponding time period of the timeline axis; the activity tracking viewer configured to display the first agent activity along the timeline axis such that the occurrence time for the first agent activity is aligned with the corresponding time period of the timeline axis; the activity tracking viewer configured to display the second agent activity along the timeline axis such that the occurrence time for the second agent activity is aligned with the corresponding time period of the timeline axis; a processor configured to determine whether at least one of the occurrence times of the first and second agent activities corresponds to one of the scheduled times of the agent activities of the first and second class, and if so, determining whether the agent activity complies with the class of agent activity at the corresponding time; and the activity tracking viewer configured to display an indication of an adherence exception along the timeline axis if the agent activity does not comply with the class of agent activity at the corresponding time. - View Dependent Claims (9, 10, 11, 12, 13)
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14. A computer-readable medium having a computer program stored thereon, the computer program comprising computer-executable instructions for performing a computer-executed method of presenting different queue hopping activities of an agent as different activities on a single timeline, the method comprising the steps of:
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collecting, from a contact center data source, an agent activity of a first class and an agent activity of a second class, both activities associated with the agent, each activity derived from a different virtual data source, wherein each activity indicates a scheduled time; receiving a first and a second agent event, both events associated with the agent, the first agent event received from a first virtual data source and the second agent event received from a second, different, virtual data source, both virtual data sources associated with the same physical data source and each associated with a one event-to-activity mapping, wherein the first and second agent events each indicate an occurrence time, event mode, and event reason; mapping the first agent event to a first agent activity and the second agent event to a second agent activity based on the one event-to-activity mappings, the event modes, and the event reasons; displaying a timeline axis comprising a plurality of time periods; displaying the agent activity of the first class and the agent activity of the second class along the timeline axis such that the scheduled time for the agent activity of the first class is aligned with the corresponding time period of the timeline axis and the scheduled time for the agent activity of the second class is aligned with the corresponding time period of the timeline axis; displaying the first agent activity along the timeline axis such that the occurrence time for the first agent activity is aligned with the corresponding time period of the timeline axis; displaying the second agent activity along the timeline axis such that the occurrence time for the second agent activity is aligned with the corresponding time period of the timeline axis; determining whether at least one of the occurrence times of the first and second agent activities corresponds to one of the scheduled times of the agent activities of the first and second class, and if so, determining whether the agent activity complies with the class of agent activity at the corresponding time; and displaying an indication of an adherence exception along the timeline axis if the agent activity does not comply with the class of agent activity at the corresponding time. - View Dependent Claims (15, 16, 17, 18)
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Specification