System and method for enhancing call center performance

• US 9,208,465 B2
• Filed: 12/01/2011
• Issued: 12/08/2015
• Est. Priority Date: 12/01/2011
• Status: Active Grant

• Current Assignee: Conduent Business Services, LLC (Conduent, Inc.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Grasso, Maria Antonietta, Castellani, Stefania, Martin, David S., Colombino, Tommaso, Willamowski, Jutta K., Gerard, Grgoire
• Primary Examiner(s): Aubaidi, Rasha Al
• Application Number:
  US13/308,859
• Publication Number:
  US 20130142322A1
• Time in Patent Office: 1,468 Days
• Field of Search: 379/265.06, 37926501-26502, 379/265.08
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function

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.

Claims

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.

2. The system of claim 1, wherein the representation is configured for displaying an indication of whether the agent'"'"'s values for a performance metric at each of a plurality of the times meet a threshold value for the performance metric.

3. The system of claim 1, further comprising a challenge component which generates a challenge for presenting to the agent when an average value for the performance metric for the agent or for another agent does not meet a threshold value.

4. The system of claim 3, wherein the challenge provides for an award of virtual currency to be credited to the agent if the challenge is met.

5. The system of claim 4, further comprising an award component implemented by the processor which computes a current value of the agent'"'"'s virtual currency.

6. The system of claim 3, wherein the challenge provides for an award of virtual currency to be credited to the agent if the agent tutors another agent such that the other agent'"'"'s average value for the performance metric meets a target value for the performance metric.

7. The system of claim 1, further comprising a plurality of client devices including at least one agent computing device for displaying the representation to the agent.

8. The system of claim 7, wherein the plurality of client devices comprises at least one supervisor device for displaying the representation for each of a plurality of agents to a supervisor.

9. The system of claim 1, wherein the work environment is a call center and wherein the agents answer telephone calls.

10. The system of claim 9, wherein the performance metric is based on data representing switch information for the agent'"'"'s telephone.

11. The system of claim 9, wherein the performance metric comprises at least one of an average handle time, which is an average of the time spent by the agent on each call, an average after call work time, which is an average of time spent between calls, and an average transfer rate, which represents the proportion of calls that are transferred from the agent to another agent, and an average number of calls per hour.

12. The system of claim 1, wherein the performance metric comprises a plurality of performance metrics.

13. The system of claim 1, wherein the information related to the agents operating in the work environment is selected from the group consisting of:

switch information for the agent'"'"'s telephone, information in a supervisors report on the agent, customer survey information, and analyst assessment information, and combinations thereof.

14. The system of claim 1, wherein the representation for display to the agent includes, for each of a set of time periods throughout the selected time period, a representation of the agent'"'"'s current value as an average value for the performance metric over the time periods worked by the agent since the beginning of the selected time period.

15. The system of claim 1, wherein the performance metric computing component computes the performance metric for each of a plurality of agents and the representation generator generates a respective representation for each of the plurality of agents.

16. A method for visualizing performance metrics comprising:

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.

17. The method of claim 16, wherein if the current aggregated value does not meet a threshold value for the performance metric, the method further comprises computing a proposed value of the performance metric for each of at least one future time period that will enable the agent to meet the threshold value within the selected time period and incorporating the proposed value in the representation.

18. The method of claim 16, wherein the representation is configured for displaying challenges to the agent for which an award of virtual currency is available and wherein when the agent meets a displayed challenge, the method includes crediting the agent with an amount of the virtual currency.

19. The method of claim 16, further comprising generating a representation for display to a supervisor of a team of the agents, the representation being based on the acquired data for the agents in the team.

20. A system for performing the method of claim 16, comprising memory which store instructions for performing the method and a processor in communication with the memory which execute the instructions.

21. A computer program product comprising a non-transitory storage medium storing instructions, which when executed by a processor, perform the method of claim 16.

22. A system for visualizing performance data to agents in a call center comprising:

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.