Storage, processing, and display of service desk performance metrics

• US 8,462,922 B2
• Filed: 09/21/2010
• Issued: 06/11/2013
• Est. Priority Date: 09/21/2010
• Status: Active Grant

• Current Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Original Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Inventors: Evans, Robert Louis Jr., Steele, Jared Allen, Wagster, Matthew Dale, Zaldivar, Jack Carlos Jr.
• Primary Examiner(s): TRAN, QUOC DUC
• Application Number:
  US12/887,264
• Publication Number:
  US 20120069978A1
• Time in Patent Office: 994 Days
• Field of Search: 379/112.06, 379/265.03, 379/265.06
• US Class Current: 379/112.06
• CPC Class Codes: H04M 2203/555 Statistics, e.g. about subscribers but not being call statistics
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

An architecture for the storage, processing, and display of service desk performance metrics data for a service desk department may include a call management system (CMS), an issue tracking system, a performance metrics (PM) database, a PM database module, a PM display data module, and a PM client module. The PM database module may retrieve call statistics data from the call management system database and issue tracking data from the issue tracking system database, and store the data in the PM database. The PM client module may obtain call statistics data and issue tracking data from the PM database via the PM display data module. The PM client module may display the obtained call statistics data and issue tracking data in one or more user interface elements.

Claims

1. A system for use by a service desk department in an insurance or financial services company, the system comprising:

at least one communications interface configured;

to receive call statistics data from a call management system (CMS) database, wherein the call statistics data includes data for each of a plurality of service desk agents for a given time period; and

to receive service desk issue data from an issue tracking system database, wherein the service desk issue data includes data for each of the plurality of service desk agents for the given time period;

wherein the call statistics data and the service desk issue data relate to interruptions in service for one or more systems related to;

submitting insurance claims;

processing insurance claims;

performing stock trades;

maintaining compliance with insurance laws;

or

maintaining compliance with Securities and Exchange Commission (SEC) regulations,

at least one processor configured to;

process the call statistics data and the service desk issue data for each of the plurality of agents and compare the processed data to a threshold and store the compared data as performance statistics in a performance metrics database; and

obtain the performance statistics from the performance metrics database; and

a display device configured to display a user interface element, wherein the user interface element, for each of the plurality of service desk agents the performance statistics including;

at least one area for displaying the call statistics data obtained from the performance metrics database that corresponds to the service desk agent; and

at least one area for displaying the service desk issue data obtained from the performance metrics database that corresponds to the service desk agent.

2. The system of claim 1, wherein the call statistics data that the processor is configured to obtain from the performance metrics database includes, for each of the plurality of service desk agents:

a total number of calls answered;

or

an average call length time; and

wherein the service desk issue data that the at least one processor is configured to obtain from the performance metrics database includes, for each of the plurality of service desk agents;

a total number of service desk tickets submitted;

or

a total number of service desk tickets resolved.

3. The system of claim 2, wherein the call statistics data that the processor is configured to obtain from the performance metrics database further includes, for each of the plurality of service desk agents:

an average number of calls answered per hour;

or

a total break time amount.

4. The system of claim 2, wherein the service desk issue data that the at least one processor is configured to obtain from the performance metrics database further includes, for each of the plurality of service desk agents:

a percentage of service desk tickets resolved;

an average number of tickets submitted per hour;

an average number of tickets resolved per hour;

a number of tickets assigned to the agent that have not been updated in a given time period;

or

a number of tickets that require follow up by the agent.

5. The system of claim 1, wherein the at least one processor is configured to obtain the call statistics data and the service desk issue data from the performance metrics database using Hypertext Transport Protocol (HTTP), and wherein the user interface element is a web browser window.

6. The system of claim 1, wherein the user interface element further includes an area that indicates a last time at which call statistics data and service desk issue data were added to the performance metrics database.

7. A computer-implemented method for displaying service desk performance metrics, the method comprising:

receiving call statistics data from a call management system (CMS) database, wherein the call statistics data includes data for each of a plurality of service desk agents for a given time period;

receiving service desk issue data from an issue tracking system database, wherein the service desk issue data includes data for each of the plurality of service desk agents for the given time period;

processing the call statistics and the service desk issue data for of the plurality of agents;

comparing the processed data to a threshold;

storing the compared data as performance statistics in a performance metrics database;

obtaining the performance statistics from the performance metrics database; and

displaying a user interface element, wherein the user interface element, for each of the plurality of service desk agents, the performance statistics including;

at least one area for displaying the call statistics data obtained from the performance metrics database that corresponds to the service desk agent; and

at least one area for displaying the service desk issue data obtained from the performance metrics database that corresponds to the service desk agent.

8. The method of claim 7, wherein the call statistics data and the service desk issue data relate to interruptions in service for one or more systems related to:

submitting insurance claims;

processing insurance claims;

performing stock trades;

maintaining compliance with insurance laws;

or

maintaining compliance with Securities and Exchange Commission (SEC) regulations.

9. The method of claim 7, wherein the call statistics data obtained from the performance metrics database includes, for each of the plurality of service desk agents:

a total number of calls answered;

or

an average call length time; and

wherein the service desk issue data obtained from the performance metrics database includes, for each of the plurality of service desk agents;

a total number of service desk tickets submitted;

or

a total number of service desk tickets resolved.

10. The method of claim 9, wherein the call statistics data obtained from the performance metrics database further includes, for each of the plurality of service desk agents:

an average number of calls answered per hour;

or

a total break time amount.

11. The method of claim 9, wherein the service desk issue data obtained from the performance metrics database further includes, for each of the plurality of service desk agents:

a percentage of service desk tickets resolved;

an average number of tickets submitted per hour;

an average number of tickets resolved per hour;

a number of tickets assigned to the agent that have not been updated in a given time period;

or

a number of tickets that require follow up by the agent.

12. The method of claim 7, wherein the call statistics data and the service desk issue data is obtained from the performance metrics database using Hypertext Transport Protocol (HTTP), and wherein the user interface element is a web browser window.

13. The method of claim 7, wherein the user interface element further includes an area that indicates a last time at which call statistics data and service desk issue data were added to the performance metrics database.

14. A system for displaying service desk performance metrics, the system comprising:

at least one communications interface configured to;

receive call statistics data from a call management system (CMS) database, wherein the call statistics data includes data for each of a plurality of service desk agents for a given time period; and

receive service desk issue data from an issue tracking system database, wherein the service desk issue data includes data for each of the plurality of service desk agents for the given time period;

at least one processor configured to;

process the call statistics data and the service desk issue data for each of the plurality of agents and compare the processed data to a threshold to determine a plurality of performance statistics and store the performance statistics in a performance metrics database; and

obtain the performance statistics from the performance metrics database; and

a display device configured to display a user interface element, wherein the user interface element, for each of the plurality of service desk agents the performance statistics including;

at least one area for displaying the call statistics data obtained from the performance metrics database that corresponds to the service desk agent; and

at least one area for displaying the service desk issue data obtained from the performance metrics database that corresponds to the service desk agent.

15. The system of claim 14, wherein the call statistics data and the service desk issue data relate to interruptions in service for one or more systems related to:

submitting insurance claims;

processing insurance claims;

performing stock trades;

maintaining compliance with insurance laws;

or

maintaining compliance with Securities and Exchange Commission (SEC) regulations.

16. The system of claim 14, wherein the call statistics data that the processor is configured to obtain from the performance metrics database includes, for each of the plurality of service desk agents:

a total number of calls answered;

or

an average call length time; and

wherein the service desk issue data that the at least one processor is configured to obtain from the performance metrics database includes, for each of the plurality of service desk agents;

a total number of service desk tickets submitted;

or

a total number of service desk tickets resolved.

17. The system of claim 16, wherein the call statistics data that the processor is configured to obtain from the performance metrics database further includes, for each of the plurality of service desk agents:

an average number of calls answered per hour;

or

a total break time amount.

18. The system of claim 16, wherein the service desk issue data that the at least one processor is configured to obtain from the performance metrics database further includes, for each of the plurality of service desk agents:

a percentage of service desk tickets resolved;

an average number of tickets submitted per hour;

an average number of tickets resolved per hour;

a number of tickets assigned to the agent that have not been updated in a given time period;

or

a number of tickets that require follow up by the agent.

19. The system of claim 14, wherein the at least one processor is configured to obtain the call statistics data and the service desk issue data from the performance metrics database using Hypertext Transport Protocol (HTTP), and wherein the user interface element is a web browser window.

20. The system of claim 14, wherein the user interface element further includes an area that indicates a last time at which call statistics data and service desk issue data were added to the performance metrics database.

21. A computer-readable medium having processor-executable instructions stored thereon which, when executed by at least one processor, will cause the at least one processor to perform a method for displaying service desk performance metrics, the method comprising:

receiving call statistics data from a call management system (CMS) database, wherein the call statistics data includes data for each of a plurality of service desk agents for a given time period;

receiving service desk issue data from an issue tracking system database, wherein the service desk issue data includes data for each of the plurality of service desk agents for the given time period;

processing the call statistics and the service desk issue data for of the plurality of agents;

comparing the processed data to a threshold;

storing the compared data as performance statistics in a performance metrics database;

obtaining the performance statistics from the performance metrics database; and

displaying a user interface element, wherein the user interface element, for each of the plurality of service desk agents, the performance statistics including;

at least one area for displaying the call statistics data obtained from the performance metrics database that corresponds to the service desk agent; and

at least one area for displaying the service desk issue data obtained from the performance metrics database that corresponds to the service desk agent.

22. The computer-readable medium of claim 21, wherein the call statistics data and the service desk issue data relate to interruptions in service for one or more systems related to:

submitting insurance claims;

processing insurance claims;

performing stock trades;

maintaining compliance with insurance laws;

or

maintaining compliance with Securities and Exchange Commission (SEC) regulations.

23. The computer-readable medium of claim 21, wherein the call statistics data obtained from the performance metrics database includes, for each of the plurality of service desk agents:

a total number of calls answered;

or

an average call length time; and

wherein the service desk issue data obtained from the performance metrics database includes, for each of the plurality of service desk agents;

a total number of service desk tickets submitted;

or

a total number of service desk tickets resolved.

24. The computer-readable medium of claim 23, wherein the call statistics data obtained from the performance metrics database further includes, for each of the plurality of service desk agents:

an average number of calls answered per hour;

or

a total break time amount.

25. The computer-readable medium of claim 23, wherein the service desk issue data obtained from the performance metrics database further includes, for each of the plurality of service desk agents:

a percentage of service desk tickets resolved;

an average number of tickets submitted per hour;

an average number of tickets resolved per hour;

a number of tickets assigned to the agent that have not been updated in a given time period;

or

a number of tickets that require follow up by the agent.

26. The computer-readable medium of claim 21, wherein the call statistics data and the service desk issue data is obtained from the performance metrics database using Hypertext Transport Protocol (HTTP), and wherein the user interface element is a web browser window.

27. The computer-readable medium of claim 21, wherein the user interface element further includes an area that indicates a last time at which call statistics data and service desk issue data were added to the performance metrics database.