System and method for processing agent interactions

• US 8,971,517 B2
• Filed: 09/10/2010
• Issued: 03/03/2015
• Est. Priority Date: 02/22/2006
• Status: Active Grant

• Current Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Keren, Shimon, Iannone, Jeff, Nies, James Gordon, Srinivasa, Srivijaya
• Primary Examiner(s): Matar, Ahmad F
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US12/879,868
• Publication Number:
  US 20110010184A1
• Time in Patent Office: 1,635 Days
• Field of Search: 37926501-26509
• US Class Current: 379/265.06
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Embodiments are disclosed herein for processing agent interactions. In a particular embodiment, a method provides receiving interaction data describing states and transitions between states within interaction sessions. The method further provides identifying business processes based on the interaction data and identifying instances of the business processes. The method further provides storing the instances and generating a model from the instances.

Claims

1. A computer implemented method for modeling business processes, comprising:

receiving interaction data describing states and transitions between states within interaction sessions, wherein the interaction data is generated from a work force manager (WFM), which is divided among multiple applications running on a workstation;

identifying business processes based on the interaction data;

identifying instances of the business processes;

storing the instances;

generating a model from the instances;

providing information about scheduled activities actual activities and exceptions to an adherence application;

providing based on the model, a graphical scheduled timeline, a graphical actual timeline, a graphical adherence exception timeline, and a graphical interaction timeline; and

displaying the timelines for viewing by a call center supervisor using four separate, substantially parallel lines approximately aligned with a reference timeline axis, wherein the graphical timelines comprise sequential graphical blocks each indicating a period of time starting at a respective start time and ending at a respective end time, and wherein the blocks of the graphical interaction timeline are selectable by a user and upon selection initiate the playback of a recorded interaction corresponding to the respective period of time of a corresponding block of the graphical adherence exception timeline.

2. The method of claim 1 wherein the states and transitions between states comprise agent events.

3. The method of claim 1 wherein the business processes comprises agent activities.

4. The method of claim 1 wherein the model comprises a business transaction.

17. The method of claim 1, wherein the WFM calculates staffing levels and agent schedules, and generates a model from these instances.

18. The method of claim 1, wherein the WFM collects statistics, and generates a model from these instances.

19. The method of claim 18, wherein the statistics are collected from a call center.

20. The method of claim 1, wherein the WFM comprises an adherence subsystem, wherein the adherence subsystem determines agent compliance with policies.

5. A system for modeling business processes, comprising:

a communication interface configured to receive interaction data describing states and transitions between states within interaction sessions, wherein the interaction data is generated from a work force manager (WFM), which is divided among multiple applications running on a workstation; and

a processing system configured to identify business processes based on the interaction data, to identify instances of the business processes, to store the instances, to generate a model from the instances, to provide information about scheduled activities actual activities and exceptions to an adherence application, to provide based on the model, a graphical scheduled timeline, a graphical actual timeline, a graphical adherence exception timeline, and a graphical interaction timeline, and to display the timelines for viewing by a call center supervisor using four separate, substantially parallel lines approximately aligned with a reference timeline axis, wherein the graphical timelines comprise sequential graphical blocks each indicating a period of time starting at a respective start time and ending at a respective end time, and wherein the blocks of the graphical interaction timeline are selectable by a user and upon selection initiate the playback of a recorded interaction corresponding to the respective period of time of a corresponding block of the graphical adherence exception timeline.

6. The system of claim 5 wherein the states and transitions between states comprise agent events.

7. The system of claim 5 wherein the business processes comprise agent activities.

8. The system of claim 5 wherein the model comprises a business transaction.

9. A method for modeling interactions with a computer system, comprising:

in a storage system, collecting interaction information describing states and transitions between states within interaction sessions, wherein the interaction information is generated from a work force manager (WFM), which is divided among multiple applications running on a workstation;

in a processing system;

identifying the states encountered during an interaction;

generating a trace of the interaction based on the states encountered;

generating a model of the interaction sessions based on the trace of each session;

providing information about scheduled activities actual activities and exceptions to an adherence application;

providing based on the model, a graphical scheduled timeline, a graphical actual timeline, a graphical adherence exception timeline, and a graphical interaction timeline; and

displaying the timelines for viewing by a call center supervisor using four separate, substantially parallel lines approximately aligned with a reference timeline axis, wherein the graphical timelines comprise sequential graphical blocks each indicating a period of time starting at a respective start time and ending at a respective end time, and wherein the blocks of the graphical interaction timeline are selectable by a user and upon selection initiate the playback of a recorded interaction corresponding to the respective period of time of a corresponding block of the graphical adherence exception timeline.

10. The method of claim 9 wherein the states and transitions between states comprise agent events.

11. The method of claim 9 wherein the trace comprises agent activities.

12. The method of claim 9 wherein the model comprises a business transaction.

13. A system for modeling interactions with a computer system, comprising:

a storage system configured to collect interaction information describing states and transitions between states within interaction sessions, wherein the interaction information is generated from a work force manager (WFM), which is divided among multiple applications running on a workstation; and

a processing system configured to identify business processes based on the interaction data, to identify instances of the business processes, to store the instances, to generate a model from the instances, to provide information about scheduled activities actual activities and exceptions to an adherence application, to provide based on the model, a graphical scheduled timeline, a graphical actual timeline, a graphical adherence exception timeline, and a graphical interaction timeline, and to display the timelines for viewing by a call center supervisor using four separate, substantially parallel lines approximately aligned with a reference timeline axis, wherein the graphical timelines comprise sequential graphical blocks each indicating a period of time starting at a respective start time and ending at a respective end time, and wherein the blocks of the graphical interaction timeline are selectable by a user and upon selection initiate the playback of a recorded interaction corresponding to the respective period of time of a corresponding block of the graphical adherence exception timeline.

14. The system of claim 13 wherein the states and transitions between states comprise agent events.

15. The system of claim 13 wherein the trace comprises agent activities.

16. The system of claim 13 wherein the model comprises a business transaction.