Processing call center data

• US 9,967,398 B2
• Filed: 09/04/2012
• Issued: 05/08/2018
• Est. Priority Date: 09/04/2012
• Status: Active Grant

• Current Assignee: Clearview Business Intelligence, LLC
• Original Assignee: Clearview Business Intelligence, LLC
• Inventors: Porter, John, Wiser, Bill, Johnson, Ben
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US14/425,559
• Publication Number:
  US 20160044170A1
• Time in Patent Office: 2,072 Days
• Field of Search: 37926501-26514, 3792661, 705304
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

For processing call center data, an access module receives call system data for a plurality of users. The access module further receives customer relationship management (CRM) data and receives user data for the plurality of users. A display module displays the call system data, the CRM data, and the user data in a temporal relationship for a first user as dashboard data.

Claims

1. A method of administering user incentives with call center data, the method comprising:

receiving an objective option and an incentive function, the objective option and the incentive function received at an administrator dashboard presented at a display, wherein;

the objective option defines at least one objective outcome associated with a predefined interaction between a customer and a user; and

the incentive function defines at least one incentive earnable responsive to a predefined objective result;

receiving, from a call center system associated with the administrator dashboard, monitoring data that is indicative of an interaction between a first customer and a first user over the call center system, the monitoring data comprising a user identifier, a customer identifier, a timestamp, and an interaction outcome;

determining an objective result responsive to the objective option and the monitoring data;

calculating an incentive responsive to the incentive function and the determined objective result; and

crediting the first user with the calculated incentive.

2. The method of claim 1, further comprising communicating the calculated incentive and the user identifier to a payroll system.

3. The method of claim 1, further comprising creating a notification of the calculated incentive for the first user and providing the notification to a messaging system.

4. The method of claim 1, further comprising determining that the interaction outcome of the monitoring data meets the at least one objective outcome of the objective option.

5. The method of claim 1, wherein the at least one objective outcome comprises one or more of a conversion, a sale, and no change to an account.

6. The method of claim 5, wherein the sale comprises one or more of a sale of an item, sale of a service, upgrade of a service, and no return of a product.

7. The method of claim 1, wherein the at least one objective outcome comprises a metric threshold associated with the predefined interaction.

8. The method of claim 1, wherein the at least one objective outcome comprises an action associated with an occurrence of the predefined interaction.

9. The method of claim 1, further comprising determining a tier responsive to the determined objective result and a plurality of other objective results, and determining the incentive at least in part responsive to the determined tier.

10. A call center data processing system, the system comprising:

a call center system;

a dashboard presentable at a display and associated with the call center system; and

a data processing apparatus, comprising;

a communication interface configured to receive from the call center system monitoring data that is indicative of an interaction between a first customer and a first user over the call center system, the monitoring data comprising a user identifier, a customer identifier, a timestamp, and an interaction outcome;

one or more storage devices, comprising one or more databases configured to store the monitoring data;

a processor that, responsive to executing computer readable program code, is configured to;

determine an objective result responsive to an objective option and the monitoring data, wherein the objective option defines at least one objective outcome associated with a predefined interaction between a customer and a user;

calculate an incentive responsive to an incentive function and the objective result, the incentive function defining at least one incentive earnable responsive to the objective result; and

credit the first user with the calculated incentive.

11. The system of claim 10, further comprising a communication module configured to communicate the calculated incentive and the user identifier to a payroll system.

12. The system of claim 10, further comprising a communication module configured to provide a notification of the calculated incentive for the first user to a messaging system.

13. The system of claim 10, wherein the processor is configured to determine whether the interaction outcome of the monitoring data meets the at least one objective outcome of the objective option.

14. The method of claim 10, wherein the at least one objective outcome comprises one or more of a conversion, a sale, and no change to an account.

15. The method of claim 14, wherein the sale comprises one or more of a sale of an item, sale of a service, upgrade of a service, and no return of a product.

16. The method of claim 10, wherein the at least one objective outcome comprises one or more of a metric threshold associated with the predefined interaction and an action associated with an occurrence of the predefined interaction.

17. The method of claim 10, further comprising determining a tier responsive to the determined objective result and a plurality of other objective results, and determining the incentive responsive to the determined tier.

18. An administrative system for presenting call center data, the system comprising:

a display;

a processor configured to control display of a dashboard on the display, the dashboard comprising interactive regions, wherein the interactive regions comprise;

a first region configured to receive a first selection corresponding to an objective option that defines at least one objective outcome associated with an interaction between a customer and a user over a call center system;

a second region configured to receive a second selection corresponding to an incentive function; and

a third region configured to receive a third selection corresponding to a user identifier,

wherein the administrative system is configured to associate and store the first selection, the second selection, and the third selection responsive to activation of one or more of the interactive regions.

19. The administrative system of claim 18, wherein the interactive regions are one or more of a menu, field, or a radio button.

20. The administrative system of claim 18, wherein the interactive regions further comprise a fourth region configured to display the objective option, the incentive function, and the user identifier as dashboard data.