Systems for integrating contact center monitoring, training and scheduling

• US 8,108,237 B2
• Filed: 02/22/2006
• Issued: 01/31/2012
• Est. Priority Date: 02/22/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Bourne, John, Murray, Ed, Iannone, Jeff, Keren, Shimon, McLean, Nick, Bourke, Mike, Fama, Jason, Watson, Joseph, Nies, James Gordon, Lyerly, Thomas
• Primary Examiner(s): Jasmin, Lynda
• Assistant Examiner(s): WALKER III, GEORGE H
• Application Number:
  US11/359,532
• Publication Number:
  US 20070206768A1
• Time in Patent Office: 2,169 Days
• Field of Search: 705/7.13, 705/7.14
• US Class Current: 705/7.13
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.

Claims

1. An integrated contact center comprising:

a non-transitory computer-readable medium having software embodied thereon comprising;

a recorder that records an interaction between at least one agent and a second party to the interaction, the recorder recording the interaction based on at least one business rule and tagging recorded interactions to identify contacts;

an analytics function that analyzes the interaction to categorize and score the interaction based on content of the interaction, the analytics function further analyzing the interaction against an expected call pattern and reporting exceptions to the call pattern, and the analytics function providing a visualization layer for recorded interactions to display data attributes and agent activities coincident with events associated with the interaction;

a quality monitor configured to provide, to a scheduler, at least one quality goal for a work period and at least one agent quality score;

a lesson assignment component within the contact center configured to receive at least one indicator of performance of an agent, and further configured to assign a lesson to the agent based on the at least one indicator; and

a workforce manager comprising a scheduler configured;

to produce a workforce schedule comprising agent assignments to work activities and training activities based at least in part on;

the at least one quality goal and the at least one agent quality score received from the quality monitor to schedule agents for training activities to improve the agents'"'"' competence based on the at least one agent quality score,

a mix of agents scheduled for the work period have a combined quality score to meet the at least one quality goal for the work period,

to select at least one interaction recording parameter based on a workload forecast input as the at least one business rule, and to provide the recording parameter to the quality monitor, the recording parameter specifying, at the recorder, an increase in a number of recorded interactions at a beginning of the work period and a decrease in the number of interactions at an end of the work period, and

to select a time for the training work activity based at least in part on the lesson assignment data and to modify the workforce schedule to include the training work activity based on lesson assignment data received from the lesson assignment component; and

one or more processors connected to said computer readable medium and configured to execute said software on said medium.

2. The system of claim 1, wherein the workforce schedule is based at least in part on agent skill sets and agent shift preferences.