Dynamic customer satisfaction routing

• US 8,885,812 B2
• Filed: 03/15/2006
• Issued: 11/11/2014
• Est. Priority Date: 05/17/2005
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Margulies, Edwin Kenneth, Borodow, Eli Ben, Ezerzer, Ran, Aljane, Ali, Seebauer, William Scott
• Primary Examiner(s): GAY, SONIA L
• Application Number:
  US11/376,486
• Publication Number:
  US 20060262922A1
• Time in Patent Office: 3,163 Days
• Field of Search: 379/265.06, 379/265.09, 379/265.02, 705/11, 705/10, 707/530, 709/224, 709/227
• US Class Current: 379/265.03
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

Embodiments of the present invention provide a robust customer service environment employing “Key Performance Indicators” (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project. Execution of the key performance indicator template triggers pre-, during, and/or post-call, -chat, -CallBack, or -email input from a call center user.

Claims

1. A method for providing a key performance indicator (KPI) template for use in a call center, the method comprising:

executing, via a user interface, KPI template represented by a plurality of scripts saved in a database,

wherein the KPI template specifies an association of KPIs, scores on the KPIs, and score-based triggers and routing rules for routing to a different agent or for a supervisor intervention, and

wherein the KPI template is linked to a logic flow of transactions across a plurality of media types, where each media type represents a type of interaction between a user and the call center using a particular media;

generating, via the scripts in the database, user interface views based on the logic flow of a said media type used during an interaction between the user and the call center;

receiving inputs from the user through the user interface views, the inputs comprising one or more scores on a performance metric of a said KPI, wherein the scores are based on performance of an agent during the interaction;

updating skills and skill proficiency of the agent based on the scores;

using the KPI template to dynamically route the interaction to a different agent or a supervisor for further intervention when a said trigger or routing rule is activated.

2. The method of claim 1, wherein the user interface views are generated as part of a survey with all requisite linkages to a call center system.

3. The method of claim 2, wherein said survey comprises an element selected from a group consisting of a HTML page, a JSP page, a VXML page, a CGI script, a Chat page, and a combination thereof.

4. The method of claim 1, further comprising:

presenting to the user an interface that facilitates adding a KPI to the KPI template;

receiving inputs generated by the user using one or more input devices, the inputs being responsive to prompts from the interface and the inputs comprising

a KPI,

a scoring level for said key performance indicator,

a weight associated with said key performance indicator, and

assigning said performance metric to said key performance indicator.

5. The method of claim 1, wherein said plurality of media types include a phone/IVR call, a web callback, an email, and a chat.

6. The method of claim 1, wherein said inputs comprise a spoken or touch-tone input.

7. The method of claim 1, further comprising the step of storing said inputs for routing subsequent call interactions with said user.

8. The method of claim 1, wherein said inputs comprise data received via an email, web-based callback, or a chat interaction.

9. The method of claim 1, further comprising:

receiving a score that reflects the supervisor'"'"'s input in ascertaining the performance of the agent.

11. The method of claim 1, further comprising:

loading the KPI template separately for the supervisor when the supervisor selects to score the interaction with the user.

10. A system to provide a key performance indicator (KPI) template in a call center, comprising:

one or more processors;

one or more servers that runs on the one or more processors, wherein the one or more servers operate to perform the steps comprising

executing, via a user interface, KPI template represented by a plurality of scripts saved in a database,

wherein the KPI template specifies an association of KPIs, scores on the KPIs, and score-based triggers and routing rules for routing to a different agent or for a supervisor intervention, and

wherein the KPI template is linked to a logic flow of transactions across a plurality of media types, where each media type represents a type of interaction between a user and the call center using a particular media,

generating, via the scripts in the database, user interface views based on the logic flow of a said media type used during an interaction between the user and the call center,

receiving inputs from the user through the user interface views, the inputs comprising one or more scores on a performance metric of a said KPI, wherein the scores are based on performance of an agent during the interaction,

updating skills and skill proficiency of the agent based on the scores,

using the KPI template to dynamically route the interaction to a different agent or a supervisor for further intervention when a said trigger or routing rule is activated.

12. The system of claim 10, wherein the user interface views are generated as part of a survey with all requisite linkages to a call center system.

13. The system of claim 10, wherein said survey comprises an element selected from a group consisting of a HTML page, a JSP page, a VXML page, a CGI script, a Chat page, and a combination thereof.

14. The system of claim 10, further comprising:

presenting to the user interface that facilitates adding a KPI to the KPI template;

receiving inputs generated by the user using one or more input devices, the inputs being responsive to prompts from the interface and the inputs comprising

a key performance indicator,

a scoring level for said key performance indicator,

a weight associated with said key performance indicator, and assigning said performance metric to said key performance indicator.

15. The system of claim 10, wherein said plurality of media types include a phone/IVR call, a web callback, an email, and a chat.

16. The system of claim 10, wherein the system receives a score that reflects the supervisor'"'"'s input in ascertaining the performance of the agent.