Real-time monitoring of agent adherence

• US 8,670,553 B1
• Filed: 05/22/2008
• Issued: 03/11/2014
• Est. Priority Date: 05/22/2008
• Status: Active Grant

• Current Assignee: Alorica Incorporated
• Original Assignee: West Corporation
• Inventors: Marr, Kenneth A., Cox, Joseph S., Parmeley, Michael Joseph, Mahoney, Maureen A., Helm, Mark D., Hansen, Brent Donald
• Primary Examiner(s): Asanbayev, Oleg
• Application Number:
  US12/125,344
• Time in Patent Office: 2,119 Days
• Field of Search: 37926501-26514
• US Class Current: 379/265.06
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, time keeping data and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.

Claims

1. A method for real-time monitoring and reporting of agent status, the method comprising:

collecting, by a web application server of a real-time monitoring system, events and data for an agent from a scheduling system;

collecting, by a server of the real-time monitoring system, events and data for the agent from at least one phone router wherein the at least one phone router comprises a phone skill name that the agent is currently taking calls for and comprises a state of the agent'"'"'s phone at that time, the state of the agent'"'"'s phone comprising active or inactive on the at least one phone router, the phone skill name comprising a skill name the agent is currently working;

collecting, by the web application server of the real-time monitoring system, time keeping events and data from a time keeping system, the time keeping data comprising clocked-in time, clocked-out time, lunch time and break time, the time keeping events comprising whether the agent is out on break, on lunch or sick;

normalizing the events, data, the time keeping data and generating normalized data and at least one user interface comprising the normalized data, by a server side process of the real-time monitoring system;

wherein the at least one user interface is one of a staff application user interface and a desktop application user interface;

providing the normalized data to a message broker of the real-time monitoring system;

presenting, by the message broker, at least one view of the at least one user interface to one of the staff application user interface and the desktop application user interface;

wherein the at least one view comprises;

at least one level of display, wherein the at least one level of display includes a display of details across a plurality of sites, a display of details for a particular site, a display of details for a particular skill, and a display of details for a particular agent;

wherein the display of details for the particular site comprises details of at least one agent in the particular site, wherein the details comprises an adherence percentage, a reason for not being in adherence, a working skill of the at least one agent, a scheduled skill of the at least one agent, a time clock state of the at least one agent, real-time statistics for the particular site, the real-time statistics comprise a number of total agents, a number of agents scheduled, a number of agents clocked-in, a number of working agents, a number of agents who are inactive on a switch, a number of agents who are working but not scheduled, a number of agents who are working a wrong skill, a percentage of agents in adherence, and a number of agents out of adherence;

wherein the display of details for the particular skill of the at least one agent comprises details of the at least one agent for the particular skill, and wherein the details comprise an adherence state, a reason for being out of adherence, an adherence percentage, a working skill, a scheduled skill, and a clocked in state;

wherein the reason for being out of adherence comprises a number of agents inactive on the switch, working but not scheduled, working and schedule mismatch, working the wrong skill, clocked in but not working and not scheduled, on break but working, at lunch but working and clocked out but scheduled; and

refreshing the at least one view with updated events and data wherein refreshing comprises periodically fetching the events and data from the phone router, including a change to at least one of the phone skill name that the agent is currently taking calls for and a change to the phone state of the agent;

wherein refreshing the at least one view with the updated events and data further comprises;

fetching the time keeping data from the time keeping system twelve times an hour; and

fetching the events and data from the scheduling system and the at least one phone router four times an hour.

2. The method of claim 1, wherein the at least one phone router comprises an agent phone state and a phone skill that the agent is currently taking calls for;

wherein the agent phone state is also referred to as a working skill and wherein the phone skill that the agent is currently scheduled to take calls for is also referred to as a scheduled skill.

3. The method of claim 1, wherein the scheduling system generates at least one schedule for the agent.

4. The method of claim 1, wherein normalizing the events, data, the time keeping data comprises:

computing the event, data, and the time keeping data in a high performance computing server.

5. The method of claim 2, wherein the agent phone router provides a skill name that the agent is currently talking calls for and the state of the agent'"'"'s phone at that time non-adherence by the agent is indicated when the working skill differs from the scheduled skill.

6. The method of claim 1, wherein a display of details across a plurality of sites comprises details for at least one of the plurality of sites, and wherein the details comprises a number of total agents, a number of agents scheduled, a number of agents clocked in, a number of agents currently working, a number of agents inactive on the switch, a number of agents who are working but not scheduled, a number of agents who are working wrong skill, a adherence percentage, and the number of agents who are out of adherence.

7. The method of claim 6, wherein the adherence percentage is calculated by dividing the number of agents who are in adherence over the number of total agents and multiplying the result by 100.

8. The method of claim 7, wherein the number of agents who are in adherence is calculated by subtracting the number of agents who are out of adherence from the number of total agents.

9. The method of claim 1, wherein the display of details for the particular agent comprises working switch skills of the particular agent, scheduled skills of the particular agent, current time clock state of the particular agent, and adherence history of the particular agent.

10. The method of claim 9, wherein the adherence history comprises time from which tracking began, the total amount of time the particular agent is being tracked, amount of time in adherence, amount of time out of adherence, a reason for being out of adherence and a graphical display of the adherence percentage.

11. The method of claim 1, further comprises:

locating and monitoring the at least one agent.

12. The method of claim 11, wherein locating the at least one agent comprises performing a search for the at least one agent across a plurality of sites, in a particular site, or for a particular skill.

13. The method of claim 11, wherein monitoring the at least one agent comprises:

adding the at least one agent to a watch list;

selecting an agent from the at least one agent; and

viewing details of the selected agent in the at least one view.

14. The method of claim 13, wherein monitoring the at least one agent further comprises:

notifying at least one user in response to the at least one agent in the watch list one of initially becoming active on the switch, initially being scheduled, and exhibiting an initial time clock state other than Logged Out.

15. A system for real-time monitoring of agent adherence comprising:

a web application server, collecting events and data for an agent from a scheduling system;

the web application server, collecting time keeping events and time keeping data from a time keeping system, the time keeping data comprising clocked-in time, clocked-out time, lunch time and break time, the time keeping events comprising whether the agent is out on break, on lunch or sick;

a server, collecting events and data for the agent from at least one phone router wherein the at least one phone router comprises a phone skill name that the agent is currently taking calls for and comprises a state of the agent'"'"'s phone at that time, the state of the agent'"'"'s phone comprising active or inactive on the at least one phone router, the phone skill name comprising a skill name the agent is currently working;

a high performance computing system, normalizing the events, data, the time keeping data and generating normalized data and at least one user interface comprising the normalized data;

wherein the at least one user interface is one of a staff application user interface and a desktop application user interface;

providing the normalized data to a message broker;

the message broker, presenting at least one view of the at least one user interface to one of the staff application user interface and the desktop application user interface;

wherein the at least one view comprises;

at least one level of display, wherein the at least one level of display includes a display of details across a plurality of sites, a display of details for a particular site, a display of details for a particular skill, and a display of details for a particular agent;

wherein the display of details for the particular site comprises details of at least one agent in the particular site, wherein the details comprises an adherence percentage, a reason for not being in adherence, a working skill of the at least one agent, a scheduled skill of the at least one agent, a time clock state of the at least one agent, real-time statistics for the particular site, the real-time statistics comprise a number of total agents, a number of agents scheduled, a number of agents clocked-in, a number of working agents, a number of agents who are inactive on a switch, a number of agents who are working but not scheduled, a number of agents who are working a wrong skill, a percentage of agents in adherence, and a number of agents out of adherence;

wherein the display of details for the particular skill of the at least one agent comprises details of the at least one agent for the particular skill, and wherein the details comprise an adherence state, a reason for being out of adherence, an adherence percentage, a working skill, a scheduled skill, and a clocked in state;

wherein the reason for being out of adherence comprises a number of agents inactive on the switch, working but not scheduled, working and schedule mismatch, working the wrong skill, clocked in but not working and not scheduled, on break but working, at lunch but working and clocked out but scheduled; and

the web application server, refreshing the at least one view with updated events and data wherein refreshing comprises periodically fetching the events and data from the phone router, including a change to at least one of the phone skill name that the agent is currently taking calls for and a change to the phone state of the agent;

wherein refreshing the at least one view with the updated events and data further comprises;

fetching the time keeping data from the time keeping system twelve times an hour; and

fetching the events and data from the scheduling system and the at least one phone router four times an hour.

16. The system of claim 15, wherein the at least one phone router is one of an agent phone router.

17. A non-transitory computer readable storage medium comprising instructions that, when executed by a processor, perform:

collecting, by a web application server of a real-time monitoring system, events and data for an agent from a scheduling system;

collecting, by a server of the real-time monitoring system, events and data for the agent from at least one phone router wherein the at least one phone router comprises a phone skill name that the agent is currently taking calls for and comprises a state of the agent'"'"'s phone at that time, the state of the agent'"'"'s phone comprising active or inactive on the at least one phone router, the phone skill name comprising a skill name the agent is currently working;

collecting, by the web application server of the real-time monitoring system, time keeping events and data from a time keeping system, the time keeping data comprising clocked-in time, clocked-out time, lunch time and break time, the time keeping events comprising whether the agent is out on break, on lunch or sick;

normalizing the events, data, the time keeping data and generating normalized data and at least one user interface comprising the normalized data, by a server side process of the real-time monitoring system;

wherein the at least one user interface is one of a staff application user interface and a desktop application user interface;

providing the normalized data to a message broker of the real-time monitoring system;

presenting, by the message broker, at least one view of the at least one user interface to one of the staff application user interface and the desktop application user interface;

wherein the at least one view comprises;

at least one level of display, wherein the at least one level of display includes a display of details across a plurality of sites, a display of details for a particular site, a display of details for a particular skill, and a display of details for a particular agent;

wherein the display of details for the particular site comprises details of at least one agent in the particular site, wherein the details comprises an adherence percentage, a reason for not being in adherence, a working skill of the at least one agent, a scheduled skill of the at least one agent, a time clock state of the at least one agent, real-time statistics for the particular site, the real-time statistics comprise a number of total agents a number of agents scheduled, a number of agents clocked-in, a number of working agents, a number of agents who are inactive on a switch, a number of agents who are working but not scheduled, a number of agents who are working a wrong skill, a percentage of agents in adherence, and a number of agents out of adherence;

wherein the display of details for the particular skill of the at least one agent comprises details of the at least one agent for the particular skill, and wherein the details comprise an adherence state, a reason for being out of adherence, an adherence percentage, a working skill, a scheduled skill, and a clocked in state;

wherein the reason for being out of adherence comprises a number of agents inactive on the switch, working but not scheduled, working and schedule mismatch, working the wrong skill, clocked in but not working and not scheduled, on break but working, at lunch but working and clocked out but scheduled; and

refreshing the at least one view with updated events and data wherein refreshing comprises periodically fetching the events and data from the phone router, including a change to at least one of the phone skill name that the agent is currently taking calls for and a change to the phone state of the agent;

wherein refreshing the at least one view with the updated events and data further comprises;

fetching the time keeping data from the time keeping system twelve times an hour; and

fetching the events and data from the scheduling system and the at least one phone router four times an hour.