System and method for detecting and displaying business transactions

• US 8,160,233 B2
• Filed: 02/22/2006
• Issued: 04/17/2012
• 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: Keren, Shimon, Iannone, Jeff, Nies, James Gordon, Srinivasa, Srivijaya
• Primary Examiner(s): Matar, Ahmad
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US11/359,319
• Publication Number:
  US 20070206766A1
• Time in Patent Office: 2,246 Days
• Field of Search: 37926502-26509
• US Class Current: 379/265.06
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the received events with one of a plurality of transaction definitions; creating a transaction from the matching sequence; and displaying the transaction.

Claims

1. A computer implemented method for detecting business transactions from sequences of call center agent activities, the method comprising the steps of:

in a network interface, receiving a plurality of agent activity events including call events and agent workstation events that each describe a state of an agent workstation;

in a processor, identifying a matching event sequence by matching a sequence of events within the plurality of agent activity events with one of a plurality of business transaction definitions that indicate which of a plurality of event sequences correspond to which of a plurality of business transactions, and creating a business transaction from the matching event sequence; and

displaying the business transaction on a user interface.

2. The computer implemented method of claim 1, wherein each event of the plurality of agent activity events indicates an agent and an occurrence time.

3. The computer implemented method of claim 1, further comprising the step of:

displaying agent activities described by the matching event sequence on the user interface in a window along with the business transaction.

4. The computer implemented method of claim 1, further comprising the step of:

in the network interface, receiving a business transaction definition that maps a sequence of call center device events to a business transaction.

5. The computer implemented method of claim 4,

wherein each agent workstation event describes a screen appearing on the agent workstation.

6. The computer implemented method of claim 5, further comprising the step of:

in the network interface, receiving a business transaction definition that defines a business transaction in terms of a sequence of agent workstation screen events.

7. The computer implemented method of claim 1, further comprising the step of:

in the processor, comparing the business transaction against a business transaction policy definition and creating an exception if the business transaction does not comply with a policy defined by the business transaction policy definition; and

displaying the exception on the user interface in a window along with the business transaction.

8. The computer implemented method of claim 7, further comprising the step of:

in the network interface, receiving a policy definition that describes proper execution of a business transaction in terms of a sequence of call center device events.

9. The computer implemented method of claim 7, further comprising the step of:

on the user interface;

displaying the exception in visual correlation with a timeline; and

displaying, in visual correlation with the timeline, each of a plurality of agent interactions.

10. The computer implemented method of claim 7, further comprising the step of:

on the user interface, displaying agent activity information in visual correlation with a timeline, the activity information including a first plurality of agent activities originating from a first source and a second plurality of agent activities originating from a second source.

11. A system for detecting business transactions from sequences of call center agent activities, the system comprising the steps of:

means for receiving a plurality of agent activity events including call events and agent workstation events that each describe a state of an agent workstation;

means for identifying a matching event sequence by matching a sequence of events within the plurality of agent activity events with one of a plurality of business transaction definitions that indicate which of a plurality of event sequences correspond to which of a plurality of business transactions;

means for creating a business transaction from the matching even sequence; and

means for displaying the business transaction.

12. The system of claim 11, further comprising:

means for displaying, in the same window as the business transaction, agent activities described by the matching event sequence.

13. The system of claim 11, further comprising:

means for receiving a business transaction definition that maps a sequence of call center device events to a business transaction.

14. The system of claim 11,

wherein each agent workstation event describes a screen appearing on the agent workstation and further comprising:

means for receiving a business transaction definition that defines a business transaction in terms of a sequence of agent workstation screen events.

15. The system of claim 11, further comprising:

means for comparing the business transaction against a business transaction policy definition;

means for creating an exception if the business transaction does not comply with a policy defined by the business transaction policy definition; and

means for displaying the exception in the same window as the business transaction.

16. A computer-readable non-volatile, non-transitory storage medium containing a program for detecting business transactions from sequences of call center agent activities, the program comprising the steps of:

receiving a plurality of agent activity events including call events and agent workstation events that each describe a state of an agent workstation;

identifying a matching event sequence by matching a sequence of events within the plurality of agent activity events with one of a plurality of business transaction definitions that indicate which of a plurality of event sequences correspond to which of a plurality of business transactions;

creating a business transaction from the matching event sequence; and

displaying the business transaction.

17. The computer-readable non-volatile, non-transitory storage medium of claim 16, wherein the program further comprises the step of:

displaying, in the same window as the business transaction, agent activities described by the matching event sequence.

18. The computer-readable non-volatile, non-transitory storage medium of claim 16, wherein the program further comprises the step of:

receiving a business transaction definition that maps a sequence of call center device events to a business transaction.

19. The computer-readable non-volatile, non-transitory storage medium of claim 16, wherein each agent workstation event describes a screen appearing on the agent workstation and wherein the program further comprises the step of:

receiving a business transaction definition that defines a business transaction in terms of a sequence of agent workstation screen events.

20. The computer-readable non-volatile, non-transitory storage medium of claim 16, wherein the program further comprises the step of:

comparing the business transaction against a business transaction policy definition;

creating an exception if the business transaction does not comply with a policy defined by the business transaction policy definition; and

displaying the exception in the same window as the business transaction.