System and method for integrated workforce and quality management

• US 8,331,549 B2
• Filed: 05/01/2007
• Issued: 12/11/2012
• Est. Priority Date: 05/01/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Fama, Jason, Shvarts, Simon, Watson, Joseph, Iannone, Jeff
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US11/742,733
• Publication Number:
  US 20080002823A1
• Time in Patent Office: 2,051 Days
• Field of Search: 379/265.06, 379/265.12, 705 9- 11
• US Class Current: 379/265.06
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.

Claims

1. A computer-implemented method of integrating workforce management and quality monitoring, comprising:

capturing a plurality of interactions made by an agent;

selecting contacts from the plurality of interactions based on user-defined business rules that define when an interaction becomes a contact;

receiving an evaluation of the contacts, the evaluation comprising a measurement of an agent skill, wherein the measurement comprises a competency level;

updating skill information associated with an agent based on the evaluation, wherein the skill information comprises a priority; and

setting the priority to a value proportional to the competency level.

2. The method of claim 1, wherein the skill information comprises a competency level.

3. The method of claim 1, wherein the workforce manager component is further configured to receive a description of the agent skill.

4. A computer-implemented method of integrating workforce management and quality monitoring, comprising:

receiving information about a skill, the skill associated with an agent, wherein the skill information comprises a priority;

capturing a plurality of interactions made by an agent;

selecting contacts from the plurality of interactions based on user-defined business rules that define when an interaction becomes a contact;

receiving an evaluation form for the contacts, the form producing a measurement of the skill, wherein the measurement comprises a competency level;

setting the priority to a value proportional to the competency level; and

updating the form based on the skill information.

5. The method of claim 4, wherein the skill information comprises a competency level, and wherein the form comprises an objective and criteria used to measure compliance with the objective, the method further comprising:

updating the form criteria based on the skill competency.

6. The method of claim 4, further comprising:

receiving a description of the agent skill.

7. A computer-implemented method of integrating a workforce manager and a quality monitor, comprising:

capturing a plurality of interactions, each interaction made by a one of a plurality of agents;

selecting contacts from the plurality of interactions based on user-defined business rules that define when an interaction becomes a contact;

receiving a plurality of scores, each score evaluating one of the contacts;

collecting the plurality of scores associated with a selected one of the agents to produce an agent scorecard;

incorporating at least a portion of the scores within the agent scorecard as attributes of the selected agent within the workforce manager; and

incorporating individual scores that evaluate a selected one of the contacts made by the selected agent.

8. The computer-implemented method of claim 7, wherein the collecting further comprises:

generating statistics for the plurality of scores to produce the agent scorecard.

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

determining the average, minimum, or maximum from the collected plurality of scores.

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

displaying the agent scorecard data within the workforce manager.

11. The computer-implemented method of claim 7, further comprising:

displaying scorecard attributes of the selected agent in conjunction with other workforce manager attributes of the selected agent.

12. A computer-implemented method of integrating a workforce manager and a quality monitor, comprising:

capturing a plurality of interactions, each interaction distributed to one of a plurality of queues and handled by one of a plurality of agents;

selecting contacts from the plurality of interactions based on user-defined business rules that define when an interaction becomes a contact;

receiving a first score evaluating quality of one of the contacts distributed to a selected one of the queues;

receiving a second score evaluating quality of another one of the contacts distributed to the selected queue;

aggregating, in the workforce manager, the first and the second score to produce at least one statistic representing quality of contacts for the selected queue; and

determining the average, minimum, or maximum statistics from the first and second scores.

13. The computer-implemented method of claim 12, further comprising:

displaying the first score of the selected queue within the workforce manager.

14. The computer-implemented method of claim 12, further comprising:

displaying the first score of the selected queue in conjunction with other workforce manager attributes of the selected queue.