System and method for enhancing call center performance
First Claim
1. A system for visualizing performance metrics comprising:
- a server computer and a plurality of client computing devices in communication with the server computer, the server computer comprising;
a data acquisition component which collects information related to a set of agents operating in a work environment;
a performance metric computation component which computes, for at least one of the agents, an aggregated value for a performance metric at each of a plurality of times within a selected time period;
a representation generator which generates representation data for generating a representation of the at least one agent'"'"'s values for the performance metric at each of the plurality of times during a selected time period for display to the respective agent; and
a processor which implements the data acquisition component, the performance metric computation component, and the representation generator;
the client computing devices including a client computing device for the at least one agent which displays the representation, the representation providing the agent with information on the agent'"'"'s current aggregated value for the performance metric for each of the plurality of times, the representation being configured for displaying, during the time period, an indication of whether a projected value for the agent'"'"'s performance metric over the selected time period is predicted not to meet at least one threshold value for the performance, and for presenting proposed values of the agent'"'"'s performance metric to the agent for future times in the selected time period in order for the agent to meet the threshold value for the selected time period.
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Accused Products
Abstract
A system and method for visualizing performance metrics are disclosed. The system includes a data acquisition component which collects information related to a set of agents operating in a work environment, a performance metric computation component which computes, for one of the agents, values for a performance metric at each of a plurality of times within a selected time period, and a representation generator which generates a representation for display to the agent, the representation providing the agent with information on the agent'"'"'s current value for the performance metric. A processor implements the data acquisition component, the performance metric computation component, and the representation generator.
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Citations
22 Claims
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1. A system for visualizing performance metrics comprising:
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a server computer and a plurality of client computing devices in communication with the server computer, the server computer comprising; a data acquisition component which collects information related to a set of agents operating in a work environment; a performance metric computation component which computes, for at least one of the agents, an aggregated value for a performance metric at each of a plurality of times within a selected time period; a representation generator which generates representation data for generating a representation of the at least one agent'"'"'s values for the performance metric at each of the plurality of times during a selected time period for display to the respective agent; and a processor which implements the data acquisition component, the performance metric computation component, and the representation generator; the client computing devices including a client computing device for the at least one agent which displays the representation, the representation providing the agent with information on the agent'"'"'s current aggregated value for the performance metric for each of the plurality of times, the representation being configured for displaying, during the time period, an indication of whether a projected value for the agent'"'"'s performance metric over the selected time period is predicted not to meet at least one threshold value for the performance, and for presenting proposed values of the agent'"'"'s performance metric to the agent for future times in the selected time period in order for the agent to meet the threshold value for the selected time period. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A method for visualizing performance metrics comprising:
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with a server computer in communication with a plurality of client computing devices; collecting information related to a set of agents operating in a work environment; with a processor, computing, for one of the agents, a respective aggregated value for a performance metric at each of a plurality of times within a selected time period; and generating graphical representation data for display as a representation to the agent; with one of the client computing devices, displaying the representation to the agent, the representation providing the agent with information on the agent'"'"'s current value for the performance metric, wherein the representation displays an indication when a projected value for the performance metric over the selected time period is predicted not to meet at least one threshold value for the performance metric, and is configured for presenting proposed values of the performance metric for future times in the selected time period in order for the agent to meet the threshold value for the selected time period. - View Dependent Claims (17, 18, 19, 20, 21)
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22. A system for visualizing performance data to agents in a call center comprising:
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a server computer which acquires data from a plurality of sources related to a set of the agents and incrementally computes, for at least one of the agents, a value for a performance metric at each of a plurality of times within a selected time period, based on the acquired data, at least one of the sources of data comprising switch information for the agent'"'"'s telephones; and a plurality of client computing devices in communication with the server computer, the client computing devices including a client computing device for the at least one agent which displays a representation of the respective agent'"'"'s values for the performance metric at each of the plurality of times during a selected time period, whereby the agent is able to determine whether the agent is meeting at least one threshold value for the performance metric, and for computing a set of proposed performance metric values for remaining times of the time period in order for the agent to meet the threshold value for the selected time period, and displaying them to the agent, via the representation.
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Specification