Efficiency report incorporating communication switch statistics

• US 8,462,921 B2
• Filed: 11/28/2007
• Issued: 06/11/2013
• Est. Priority Date: 12/12/2003
• Status: Expired due to Fees

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Parker, Jane Smith
• Primary Examiner(s): Danneman, Paul
• Application Number:
  US11/946,400
• Publication Number:
  US 20080069335A1
• Time in Patent Office: 2,022 Days
• Field of Search: None
• US Class Current: 379/112.01
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Systems and methods for generating an efficiency report, which in one embodiment among many, can be broadly summarized by a representative method of obtaining a set of switching statistics from a database of a communication switch and integrating this set of switching statistics with a set of work statistics of an operator to generate an efficiency report. Another embodiment can be described as an efficiency report generator that has logic configured to receive an operator work statistic that has been generated in a first computing element using a first entry code, to translate the first entry code into a second entry code, to use this second entry code to store the operator work statistic together with a call statistic received from a communication switch, in a database of the efficiency report generator, and to process these statistics to generate an efficiency report.

Claims

1. A method of generating an efficiency report, the method comprising:

obtaining a set of switching statistics from a database of a communications switch;

obtaining a set of work statistics of at least one operator in a call center;

receiving an input statistic of the at least one operator in the call center from an input of a workforce management system; and

generating, by a tangible processor of the workforce management system, an efficiency report by integrating the set of switching statistics, the set of work statistics, and the input statistic.

2. The method of claim 1, further comprising:

generating a call-related quantity-parameter from the set of switching statistics;

generating a call-related quality-parameter based on the set of work statistics and the input statistic of the at least one operator; and

generating the efficiency report by integrating the call-related quantity-parameter with the call-related quality-parameter.

3. The method of claim 2,

wherein the communications switch is a POTS switch located in a telephone central office, and wherein the set of switching statistics comprises telephone call statistics contained in the database of the POTS switch.

4. The method of claim 3,

wherein the efficiency report includes at least one of work volume information, work time information, and work scheduling information.

5. The method of claim 1,

wherein the communications switch is a packet switch in a data network, and wherein the set of switching statistics comprises switch usage information contained in the database of the communications switch.

6. The method of claim 5,

wherein the efficiency report includes at least one of work volume information, work time information, and work scheduling information.

7. The method of claim 1,

wherein the communications switch is a server of a client-server data network, and

wherein the set of switching statistics comprises switch usage information contained in the database of the communications switch.

8. The method of claim 7,

wherein the efficiency report includes at least one of work volume information, work time information, and work scheduling information.

9. The method of claim 1,

wherein generating the efficiency report comprises translating a first entry code of a first database to a second entry code of a second database.

10. The method of claim 1,

wherein generating the efficiency report comprises interpreting a first entry code of a first database and translating the interpreted result into a second entry code of a second database.

11. A system for generating an efficiency report, comprising:

a non-transitory computer-readable medium for obtaining a set of switching statistics from a database of a communications switch;

a non-transitory computer-readable medium for obtaining a set of work statistics of at least one operator in a call center;

a non-transitory computer-readable medium for receiving an input statistic of the at least one operator in the call center from an input of a workforce management system; and

a non-transitory computer-readable medium of the workforce management system that stores a set of instructions that, when executed by a tangible processor of the workforce management system generates an efficiency report by integrating the set of switching statistics, the set of work statistics, and the input statistic.

12. The system of claim 11, further comprising:

a non-transitory computer-readable medium for generating a call-related quantity-parameter from the set of switching statistics;

a non-transitory computer-readable medium for generating a call-related quality-parameter based on the set of work statistics and the input statistic of the at least one operator; and

a non-transitory computer-readable medium for generating the efficiency report by integrating the call-related quantity-parameter with the call-related quality-parameter.

13. The system of claim 12,

wherein the non-transitory computer-readable medium for obtaining the set of switching statistics from the database of the communications switch is for obtaining the set of switching statistics from the database of a POTS switch located in a telephone central office, and

wherein the set of switching statistics comprises telephone call statistics contained in the database of the POTS switch.

14. The system of claim 13,

wherein the efficiency report includes at least one of work volume information, work time information, and work scheduling information.

15. The system of claim 11,

wherein the non-transitory computer-readable medium for obtaining the set of switching statistics from the database of the communications switch is for obtaining the set of switching statistics from the database of a packet switch in a data network, and

wherein the set of switching statistics comprises switch usage information contained in the database of the packet switch.

16. The system of claim 15,

wherein the efficiency report includes at least one of work volume information, work time information, and work scheduling information.

17. The system of claim 11,

wherein the non-transitory computer-readable medium for obtaining the set of switching statistics from the database of the communications switch is for obtaining the set of switching statistics from the database of a server of a client-server data network, and

wherein the set of switching statistics comprises switch usage information contained in the database of the server.

18. The system of claim 17,

wherein the efficiency report includes at least one of work volume information, work time information, and work scheduling information.

19. The system of claim 11,

wherein generating the efficiency report comprises translating a first entry code of a first database to a second entry code of a second database.

20. The system of claim 11,

wherein generating the efficiency report comprises interpreting a first entry code of a first database and translating the interpreted result into a second entry code of a second database.