System and method for integrated display of multiple types of call agent data

• US 8,670,552 B2
• Filed: 02/22/2006
• Issued: 03/11/2014
• Est. Priority Date: 02/22/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Systems Incorporated
• Inventors: Keren, Shimon, Iannone, Jeff, Nies, James Gordon, Srinivasa, Srivijaya
• Primary Examiner(s): Asanbayev, Oleg
• Application Number:
  US11/359,195
• Publication Number:
  US 20070206764A1
• Time in Patent Office: 2,939 Days
• Field of Search: 37926501-26506, 379/32.01, 379/100.05, 379133-136, 379/140, 709/224, 715763-765
• US Class Current: 379/265.06
• CPC Class Codes: G06F 11/3466 Performance evaluation by tracing or monitoring
• CPC Class Codes: G06F 2201/86 Event-based monitoring
• CPC Class Codes: G06F 2201/87 Monitoring of transactions
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Method and systems are presented for presenting multiple activities associated with one of a plurality of call center agents correlated in time. In one embodiment, the method comprises the steps of: determining at least one of the agents to be displayed; and displaying activity information in visual correlation with a timeline. The activity information includes a first plurality of activities originating from a first source and a second plurality of activities originating from a second source. Each of the activities is associated with the at least one agent.

Claims

1. A method for displaying multiple activities associated with one of a plurality of call center agents correlated in time, the method comprising the steps of:

receiving a first plurality of events describing a call center agent activity of a first type, each of the first plurality of events indicating an occurrence time;

wherein the receiving the first plurality of events further comprises the steps of;

receiving call activities originating from a first source, each call activity comprising an occurrence time;

receiving a second plurality of events describing a call center agent activity of a second type, each of the second plurality of events indicating an occurrence time;

wherein the receiving the second plurality of events further comprises of;

receiving application activities originating from a workstation associated with the at least one of the call center agents, each application activity comprising an occurrence time;

determining at least one of the call center agents to be displayed;

graphically displaying activity information in visual correlation with a timeline, the activity information including the call activities originating from the first source, the application activities originating from the workstation associated with the at least one of the call center agents, and scheduled activities, each of the activities associated with the at least one call center agent, the visual correlation of the activity information from the first source and the application activities originating from the workstation being displayed along respective co-displayed timelines;

wherein the graphically displaying step further comprises;

displaying a timeline axis comprising a plurality of time periods;

displaying each of the first plurality of events on a first line along the timeline axis such that the occurrence time for each of the first plurality of events is visually correlated with the corresponding time period of the timeline axis; and

displaying each of the application activities originating from the workstation on a second line along the timeline axis such that the occurrence time for each of the second plurality of events is visually correlated with the corresponding time period of the timeline axis; and

matching a sequence of the events within the activity information with one of a plurality of transaction definitions; and

displaying a transaction described by the matching sequence.

2. The method of claim 1, further comprising the steps of:

determining whether at least one of the call or application activities complies with a predefined policy; and

displaying an exception if the at least one of the call or application activities does not comply with the predefined policy.

3. The method of claim 1, wherein the call activities are Computer Telephony Integration-triggered events, and the application activities are workstation-triggered events.

4. The method of claim 1, further comprising the steps of:

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

5. A non-transitory computer-readable medium having a computer executable program for displaying multiple activities associated with one of a plurality of call center agents correlated in time, the program comprising the steps of:

receiving a first plurality of events describing a call center agent activity of a first type, each of the first plurality of events indicating an occurrence time;

wherein the receiving the first plurality of events further comprises the steps of;

receiving call activities originating from a first source, each call activity comprising an occurrence time;

receiving a second plurality of events describing a call center agent activity of a second type, each of the second plurality of events indicating an occurrence time;

wherein the receiving the second plurality of events further comprises of;

receiving application activities originating from a workstation associated with the at least one of the call center agents, each application activity comprising an occurrence time;

determining at least one of the call center agents to be displayed;

graphically displaying activity information in visual correlation with a timeline, the activity information including the call activities originating from the first source, the application activities originating from the workstation associated with the at least one of the call center agents, and scheduled activities, each of the activities associated with the at least one call center agent, the visual correlation of the activity information from the first source and the application activities originating from the workstation being displayed along respective co-displayed timelines;

wherein the graphically displaying step further comprises;

displaying a timeline axis comprising a plurality of time periods;

displaying each of the first plurality of events on a first line along the timeline axis such that the occurrence time for each of the first plurality of events is visually correlated with the corresponding time period of the timeline axis; and

displaying each of the application activities originating from the workstation on a second line along the timeline axis such that the occurrence time for each of the second plurality of events is visually correlated with the corresponding time period of the timeline axis; and

matching a sequence of the events within the activity information with one of a plurality of transaction definitions; and

displaying a transaction described by the matching sequence.

6. The non-transitory computer-readable medium of claim 5, the program further comprising the steps of:

determining whether at least one of the call or application activities complies with a predefined policy; and

displaying an exception if the at least one of the call or application activities does not comply with the predefined policy.

7. The non-transitory computer-readable medium of claim 5, wherein the call activities are Computer Telephony Integration-triggered events, and the application activities are workstation-triggered events.