Agent statistics by location

• US 9,854,095 B2
• Filed: 03/15/2013
• Issued: 12/26/2017
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Thomson, Rodney A., Reynolds, Brian J., Sobus, Katherine A.
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US13/840,613
• Publication Number:
  US 20140270134A1
• Time in Patent Office: 1,747 Days
• Field of Search: 37926501-26502, 37926512
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one performance measure to obtain a correlation; and analyzing the correlation to obtain an analysis report. The present disclosure is further directed to systems that include a source related to a contact center, and a processor configured to: obtain a location data of the source; derive at least one performance measure; correlate the location data and the at least one performance measure to obtain a correlation; and analyze the correlation to obtain an analysis report.

Claims

1. A method, comprising:

receiving, by a microprocessor in a work assignment server and via a communication network, same types of work items from communication devices;

obtaining, by a microprocessor, location data of first and second contact centers in first and second different physical geographical areas, wherein the first and second contact centers are assigned the same types of work items;

obtaining, by the microprocessor and from the first and second contact centers, a performance measure related to the first and second contact centers in the first and second different physical geographical areas, wherein the performance measure is a performance of the first and second contact centers regarding the same types of work items received from a third different physical geographical area, wherein the performance measure determines, in real-time, whether one of the first and second contact centers in the first and second different physical geographical areas has generated a poor performance result dealing with customers from the third different physical geographical area in a specific time period;

after obtaining the location data and the performance measure, correlating, by the microprocessor, the location data with the performance measure to obtain a correlation associating the performance measure with the first and second different physical geographical areas of the first and second contact centers;

analyzing, by the microprocessor, the correlation to compare performance measures for the first and second contact centers in the first and second different physical geographical areas regarding the same types of work items;

receiving, by the microprocessor, a new work item of the same type;

assigning, by the microprocessor, the new work item of the same type to a selected one of the first or second contact center based on the analysis; and

routing, by the microprocessor and via the communication network, the assigned new work item to the selected one of the first or second contact center based on the analyzed correlation.

2. The method of claim 1, further comprising obtaining additional location data for an additional contact center in a different physical geographical area.

3. The method of claim 1, wherein the first and second contact centers comprises skills of the contact center resources with subsets of the skills comprising different location data, and the new work item is in response to a customer request.

4. The method of claim 1, wherein the analysis provides a predictive improved result based on the correlation, and further comprising basing the assignment of the new work item on the predictive improved result from the analysis.

5. The method of claim 4, wherein the predictive improved result is an improved work assignment route of the new work item.

6. The method of claim 5, wherein the obtaining the location data comprises obtaining a current location of the first and second contact centers by automated discovery of a presence location.

7. The method of claim 1, wherein the analysis contains an improved result that is an improved contact center performance compared with a previous result from the first and second contact centers, and the assigning of the work item is based on the improved contact center performance.

8. The method of claim 1, further comprising obtaining additional location data for an additional contact center, and the analysis identifies that one of the first contact center, the second contact center, or the additional contact center are overcompensating.

9. A system, comprising:

a microprocessor; and

a work assignment engine in a server comprising instructions executed by the microprocessor to;

receive, via a communication network, same types of work items from communication devices;

obtain location data of first and second contact centers in first and second different physical geographical areas, wherein the first and second contact centers are assigned the same types of work items;

obtain, from the first and second contact centers, a performance measure related to the first and second contact centers in the first and second different physical geographical areas, wherein the performance measure is a performance of the first and second contact centers regarding the same types of work items received from a third different physical geographical area, wherein the performance measure determines, in real-time, whether one of the first and second contact centers in the first and second different physical geographical areas has generated a poor performance result dealing with customers from the third different physical geographical area in a specific time period;

after obtaining the location data and deriving the performance measure, correlate the location data with the performance measure to obtain a correlation associating the performance measure with the first and second different physical geographical areas of the first and second contact centers;

analyze the correlation to compare performance measures for first and second contact centers in the first and second different physical geographical areas regarding the same types of work items; and

receive a new work item of the same type;

assign the new work item of the same type to a selected one of the first or second contact center based on the analysis; and

routing, by the microprocessor and via the communication network, the assigned new work item to the selected one of the first or second contact center based on the analyzed correlation.

10. A system, comprising:

a first and second contact center in first and second different physical geographical areas;

a work assignment server;

a microprocessor executable work assignment engine in the work assignment server that, when executed by a microprocessor makes work assignment decisions for work items, and

the microprocessor that;

receives, via a communication network, same types of work items from communication devices;

obtains location data of the first and second contact centers in the first and second different physical geographical areas, and wherein the first and second contact centers are assigned the same types of work items;

obtains, from the first and second contact centers, a performance measure related to the first and second contact centers in the first and second different physical geographical areas, wherein the performance measure is a performance of the first and second contact centers regarding the same types of work items received from a third different physical geographical area, wherein the performance measure determines, in real-time, whether one of the first and second contact centers in the first and second different physical geographical areas has generated a poor performance result dealing with customers from the third different physical geographical area in a specific time period;

after obtaining the location data and deriving the performance measure, correlates the location data with the performance measure to obtain a correlation associating the performance measure with the first and second different physical geographical areas of the first and second contact centers;

analyzes the correlation to compare performance measures for the first and second contact centers in the first and second different physical geographical areas regarding the same types of work items;

wherein one of the work items of the same type is assigned based on the analysis to a selected one of the first or the second contact center; and

routes the one of the work items to the selected one of the first or second contact centers based on the analyzed correlation.

11. The system of claim 10, wherein the microprocessor tracks events related to processing of the work items prior to the work items reaching an agent of the contact center.

12. The system of claim 11, wherein the performance measures comprise performance measure data points, the correlation comprises the performance measure data points at distinct physical locations and the analysis shows health indicators of the distinct physical locations.

13. The system of claim 11, wherein an operation of the first and second contact centers is performed for all agents in the first and second contact center, and wherein the analysis identifies an underperformance of one of the first or the second contact center.

14. The system of claim 10, wherein the performance measures comprise performance measure data points for distinct physical locations in the first and second contact centers.

15. The system of claim 14, further comprising selecting an improved result from the analysis, wherein the improved result is obtained by comparing analysis of the location data for the distinct physical locations.

16. The system of claim 10, wherein the performance measures comprise performance measure data points, the correlation comprises the performance measure data points for distinct physical locations, the analysis shows health indicators of the distinct physical locations based on the performance measure for queues of the first and second contact centers, and the analysis provides a predictive result that alters an assignment of a future work item received in the first and second contact centers after the analysis.

17. The system of claim 10, wherein the performance measures comprise performance measure data points, the correlation comprises the performance measure data points for distinct physical locations and the analysis shows health indicators of the distinct physical locations based on the performance measure for customers.

18. The system of claim 17, wherein the analysis provides the health indicators of the distinct physical locations on a map such that the distinct physical locations are shown in relation to varying geographic areas.