Customization of an interaction center manager's graphical dashboard

• US 8,065,618 B2
• Filed: 03/18/2004
• Issued: 11/22/2011
• Est. Priority Date: 08/18/2003
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Pricken, Thorsten, Kruger, Jodette, Nadella, Venupriya, Hamner, Brett, Kumar, Janaki
• Primary Examiner(s): KE, PENG
• Application Number:
  US10/804,320
• Publication Number:
  US 20050043987A1
• Time in Patent Office: 2,805 Days
• Field of Search: 345/792, 715/736, 715/792, 715/771, 715/704
• US Class Current: 715/736
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• CPC Class Codes: G06F 3/04847 Interaction techniques to control parameter settings, e.g. interaction with sliders or dials
• CPC Class Codes: G06Q 10/06375 Prediction of business process outcome or impact based on a proposed change
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function

Abstract

Systems and techniques are described for a computer program product that can provide an interaction center (IC) manager'"'"'s graphical user interface on an interconnected display device. The graphical user interface includes an overview area displaying at least one user-selected statistic that relates to a user-selected group of interaction center agents being monitored and a detailed area displaying a list of each of the user-selected group of interaction center agents being monitored and further displaying for each of the listed agents at least one user-selected monitored statistic relating to the listed agents.

Claims

1. A computer program product tangibly embodied on computer-readable storage medium and comprising computer readable and executable program instructions that when executed by a processor provide a visual display of an interaction center manager'"'"'s graphical user interface on an interconnected display device, the manager'"'"'s graphical user interface comprising:

an overview area displaying group statistics that relate to an overall responsiveness measure of a selected group of interaction center agents being monitored, and that indicate a number of customers present in each of multiple different customer queues to which at least one of the selected interaction center agents being monitored is assigned, wherein one of the multiple different customer queues is a particular queue for customers requiring an agent having a particular language skill, the overview area further displaying a visual alert configured to notify the manager when a number of customers waiting in the particular queue for an agent having the particular language skill exceeds a threshold number for the particular queue, the visual alert being configurable by a user to be displayed when the number of customers waiting in the particular queue for an agent having the particular language skill exceeds the threshold number for the particular queue; and

a detailed area, separate from the overview area, the detailed area displaying a list of each agent of the selected group of interaction center agents being monitored and further displaying for each listed agent i) an indication that an agent has the particular language skill in connection with each of the listed agents that has the particular language skill, and ii) information specifying the availability of the listed agent during a future period of time.

2. The computer program product of claim 1, wherein the statistics are associated with user-created profiles that represent different sets of statistics displayed on the graphical user interface.

3. The computer program product of claim 1, wherein the display in the detailed area comprises one or more of the interaction center agent'"'"'s name, queues, key figures for each queue, statistical measurements and alerts.

4. The computer program product of claim 1, wherein the at least one group statistic is selected from a group consisting of an average handling time, an average speed of answer, an abandonment rate, an average talk time, an average response time, calls per hour, calls per day, total calls by channel and total calls by state.

5. The computer program product of claim 1, wherein the detailed area includes, for each listed agent, at least one individual statistic that includes a current availability state or a communication state for each of the listed agents.

6. The computer program product of claim 5, wherein the communication state is selected from a group consisting of an active chat state, an active phone state, an active email state, and an active paging state.

7. A computer-implemented method of customizing an interaction center manager'"'"'s graphical user interface, the method comprising:

receiving a selection of interaction center agents to be monitored using the manager'"'"'s graphical user interface;

receiving a selection of overview statistics that characterize an overall responsiveness measure of the selected interaction center agents and that indicates a number of customers present in each of multiple different customer queues to which at least one of the selected interaction center agents is to be assigned, wherein one of the multiple different customer queues is a particular queue for customers requiring an agent having a particular language skill, and wherein the multiple different customer queues are being serviced by the selected group of interaction center agents so that the overview statistics as applied to the selected agents to be monitored are displayed in an overview area of the graphical user interface;

receiving a configuration of a visual alert to be provided on the overview area of the graphical user interface, the visual alert being configured to notify a manager when a number of customers waiting in the particular queue for an agent having the particular language skill exceeds a threshold number for the particular queue, the visual alert being configurable by a user to be displayed when the number of customers waiting in the particular queue for an agent having the particular language skill exceeds the threshold number for the particular queue; and

receiving a selection of detailed information that specifies the future availability of each of the selected interaction center agents and relates to the particular language skill associated with each of the selected interaction center agents, so that the selected information associated with each of the selected agents is displayed in a detailed area of the graphical user interface.

8. The method of claim 7, wherein the display in the detailed area comprises one or more of the interaction center agent'"'"'s name, queues, key figures for each queue, statistical measurements and alerts.

9. The method of claim 8, further comprising receiving a selection of threshold values associated with each key figure.

10. The method of claim 9, further comprising providing an alert when a key figure exceeds the selected threshold value associated with the key figure.

11. The method of claim 10, wherein the alert comprises a visual indication on the display.

12. The method of claim 7, wherein the selected overview statistics are selected from a group consisting of an average handling time, an average speed of answer, an abandonment rate, an average talk time, an average response time, calls per hour, calls per day, total calls by channel and total calls by state.

13. The method of claim 7, wherein the selected detailed information associated with each of the selected agents includes a current availability state or a communication state.

14. The method of claim 13, wherein the communication state is selected from a group consisting of an active chat state, an active phone state, an active email state, and an active paging state.

15. A system for providing an interaction center manager'"'"'s graphical user interface on an interconnected display device, the system comprising one or more computers configured to provide on the graphical user interface:

an overview area displaying group statistics that relate to an overall responsiveness measure of a selected group of interaction center agents being monitored, and that indicate a number of customers present in each of multiple different customer queues to which at least one of the selected interaction center agents being monitored is assigned, wherein one of the multiple different customer queues is a particular queue for customers requiring an agent having a particular language skill, the overview area further displaying a visual alert configured to notify the manager when a number of customers waiting in the particular queue for an agent having the particular language skill exceeds a threshold number for the particular queue, the visual alert being configurable by a user to be displayed when the number of customers waiting in the particular queue for an agent having the particular language skill exceeds the threshold number for the particular queue; and

a detailed area, separate from the overview area, the detailed area displaying a list of each agent of the selected group of interaction center agents being monitored and further displaying for each listed agent i) an indication that an agent has the particular language skill in connection with each of the listed agents that has the particular language skill, and ii) information specifying the availability of the listed agent during a future period of time.

16. A system for customizing an interaction center manager'"'"'s graphical user interface, the system comprising one or more computers configured to:

receive a selection of interaction center agents to be monitored using the manager'"'"'s graphical user interface;

receive a selection of overview statistics that characterize an overall responsiveness measure of the selected interaction center agents and that indicates a number of customers present in each of multiple different customer queues to which at least one of the selected interaction center agents is to be assigned, wherein one of the multiple different customer queues is a particular queue for customers requiring an agent having a particular language skill, and wherein the multiple different customer queues are being serviced by the selected group of interaction center agents so that the overview statistics as applied to the selected agents to be monitored are displayed in an overview area of the graphical user interface;

receive a configuration of a visual alert to be provided on the overview area of the graphical user interface, the visual alert being configured to notify a manager when a number of customers waiting in the particular queue for an agent having the particular language skill exceeds a threshold number for the particular queue, the visual alert being configurable by a user to be displayed when the number of customers waiting in the particular queue for an agent having the particular language skill exceeds the threshold number for the particular queue; and

receive a selection of detailed information that specifies the future availability of each of the selected interaction center agents and relates to the particular language skill associated with each of the selected interaction center agents, so that the selected information associated with each of the selected agents is displayed in a detailed area of the graphical user interface.