System and method for detecting and displaying business transactions

• US 20070206766A1
• Filed: 02/22/2006
• Published: 09/06/2007
• Est. Priority Date: 02/22/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Keren, Shimon, Iannone, Jeff, Srinivasa, Srivijaya, Nies, James
• Granted Patent: US 8,160,233 B2
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the received events with one of a plurality of transaction definitions; creating a transaction from the matching sequence; and displaying the transaction.

Claims

1. A method for detecting business transactions from sequences of call center agent activities, the method comprising the steps of:

receiving a plurality of agent activity events;

matching a sequence of events within the received events with one of a plurality of transaction definitions;

creating a transaction from the matching sequence; and

displaying the transaction.

2. The method of claim 1, wherein each event indicates an agent and an occurrence time.

3. The method of claim 1, further comprising the step of:

displaying, in the same window as the transaction, the agent activities described by the matching event sequence.

4. The method of claim 1, further comprising the step of:

receiving a transaction definition that maps a sequence of call center device events to a business transaction.

5. The method of claim 4, further comprising the step of:

receiving a plurality of agent workstation events, each event describing a screen appearing on an agent workstation.

6. The method of claim 5, further comprising the step of:

receiving a transaction definition that defines a business transaction in terms of a sequence of agent workstation screen events.

7. The method of claim 1, further comprising the step of:

comparing the transaction against a transaction policy definition;

creating an exception if the transaction does not comply with a policy defined by the transaction policy definition; and

displaying the exception in the same window as the transaction.

8. The method of claim 7, further comprising the step of:

receiving a policy definition that describes proper execution of a business transaction in terms of a sequence of call center device events.

9. The method of claim 7, further comprising the step of:

displaying the exception in visual correlation with a timeline; and

displaying, in visual correlation with the timeline, each of a plurality of agent interactions.

10. The method of claim 7, further comprising the step of:

displaying agent activity information in visual correlation with a timeline, the activity information including a first plurality of agent activities originating from a first source and a second plurality of agent activities originating from a second source.

11. A system for detecting business transactions from sequences of call center agent activities, the system comprising the steps of:

means for receiving a plurality of agent activity events;

means for matching a sequence of events within the received events with one of a plurality of transaction definitions;

means for creating a transaction from the matching sequence; and

means for displaying the transaction.

12. The system of claim 11, further comprising:

means for displaying, in the same window as the transaction, the agent activities described by the matching event sequence.

13. The system of claim 11, further comprising:

means for receiving a transaction definition that maps a sequence of call center device events to a business transaction.

14. The system of claim 11, further comprising:

means for receiving a plurality of agent workstation events, each event describing a screen appearing on an agent workstation; and

means for receiving a transaction definition that defines a business transaction in terms of a sequence of agent workstation screen events.

15. The system of claim 11, further comprising:

means for comparing the transaction against a transaction policy definition;

means for creating an exception if the transaction does not comply with a policy defined by the transaction policy definition; and

means for displaying the exception in the same window as the transaction.

16. A computer-readable medium containing a program for detecting business transactions from sequences of call center agent activities, the program comprising the steps of:

receiving a plurality of agent activity events;

matching a sequence of events within the received events with one of a plurality of transaction definitions;

creating a transaction from the matching sequence; and

displaying the transaction.

17. The computer-readable medium of claim 16, wherein the program further comprises the step of:

displaying, in the same window as the transaction, the agent activities described by the matching event sequence.

18. The computer-readable medium of claim 16, wherein the program further comprises the step of:

receiving a transaction definition that maps a sequence of call center device events to a business transaction.

19. The computer-readable medium of claim 16, wherein the program further comprises the steps of:

receiving a plurality of agent workstation events, each event describing a screen appearing on an agent workstation; and

receiving a transaction definition that defines a business transaction in terms of a sequence of agent workstation screen events.

20. The computer-readable medium of claim 16, wherein the program further comprises the step of:

comparing the transaction against a transaction policy definition;

creating an exception if the transaction does not comply with a policy defined by the transaction policy definition; and

displaying the exception in the same window as the transaction.