System and method for identifying and utilizing agent working from home impact score

Patent metadata

Field	Value
Publication number	US-12282879-B2
Application number	US-202217852589-A
Country	US
Kind code	B2
Filing date	Jun 29, 2022
Priority date	Jun 29, 2022
Publication date	Apr 22, 2025
Grant date	Apr 22, 2025

Abstract

A computerized system and method may analyze data representing remotely connected computer systems, which may be for example used by agents as part of their activity and/or routine within a given system or organization, to assess and/or quantify critical factors that may impact the output and/or efficiency for a given agent or a plurality of agents within the system or organization. In a computerized-system comprising one or more processors, and a memory including a data store of agents' data and metrics, embodiments of the invention may collect a plurality of data streams, which may include call and/or chat data and/or metadata; store the data streams in an appropriate database; periodically extract parts of the stored data from the database, and calculate effectiveness scores based on the extracted data; and transmit the calculated scores to potential data utilizers and/or target applications, to be presented via a user interface thereof.

First claim

What is claimed is:

1. A computerized-method for analyzing data representing remotely connected computer systems, the computerized-method comprising:
in a computerized-system comprising one or more processors, and a memory including a data store of agents' data and metrics, the one or more processors configured to:
collect a plurality of data streams, the data streams including at least one of: call metrics, call metadata, chat metrics, and chat metadata, wherein one or more of the data streams comprises call data recorded from one or more remote computers, each of the one or more remote computers operated by an agent of a plurality of agents, and wherein one or more of the data streams is collected in real time;
store in a database one or more of the collected data streams;
for each agent of the plurality of agents, periodically performing:
calculating an agent Working From Home (WFH) effectiveness score based on one or more extracted parts of the stored data streams, the calculating of an WFH effectiveness score using a signal to noise ratio;
calculating an average effectiveness score based on the one or more calculated effectiveness scores;
transmitting one or more of the calculated scores to one or more applications to be presented via a User Interface (UI); and
automatically routing, by an automatic call distributor (ACD), a call to at least one of the agents based on one or more the calculated scores, wherein the routing comprises, when the call is received, providing one or more of the calculated scores to the ACD in real time.

2. The computerized-method of claim 1 , wherein the calculating an AWFH effectiveness score comprises a calculation based on one or more of: a number of calls received, a number of calls not accepted, a number of calls dropped, an agent response time, and one or more priority constants.

3. The computerized-method of claim 1 , wherein the collected data streams comprise:
one or more identifiers describing at least one of: a given agent, a tenant, and contact; and
one or more variables describing at least one of: an acceptance of a call, a call noise factor, an agent response time, a drop of a call, a total number of calls, and a file type.

4. The computerized-method of claim 1 , wherein the calculating of an AWFH effectiveness score comprises calculating one or more subscores describing at least one of: an agent's health, an agent's sentiment, and a key performance indicator.

5. The computerized-method of claim 1 , wherein the average effectiveness score comprises an hourly effectiveness score.

6. The computerized-method of claim 1 , wherein the one or more applications include at least one of: an Automated Call Distribution (ACD) system application, a Workforce Management (WFM) application, a Quality Management (QM) application, and a monitoring application operated by a supervisor of a given agent.

7. The computerized-method of claim 1 , wherein at least one of the collecting and the storing of a plurality of data streams is performed by a data generator module.

8. The computerized-method of claim 1 , comprising:
extracting one or more of the parts from the stored data streams; and

storing one or more the calculated scores in the database, wherein at least one of: the extracting of one or more parts from the stored data streams, the calculating of an effectiveness score, and the storing of the calculated scores is performed by a data processor module.

9. The computerized-method of claim 1 , wherein the transmitting one or more of the calculated scores is performed by a data utilizer module.

10. A computerized-system for analyzing data representing remotely connected computer systems, the system comprising:
one or more processors, and
a memory including a data store of agents' data and metrics; and
wherein the one or more processors are to:
collect a plurality of data streams, the data streams including at least one of: call metrics, call metadata, chat metrics, and chat metadata, wherein one or more of the data streams comprises call data recorded from one or more remote computers, each of the one or more remote computers operated by an agent of a plurality of agents, and wherein one or more of the data streams is collected in real time;
store in a database one or more of the collected data streams;
for each agent of the plurality of agents, periodically perform:
calculate an agent Working From Home (WFH) effectiveness score based on one or more extracted parts of the stored data streams, the calculating of an WFH effectiveness score using a signal to noise ratio;
calculate an average effectiveness score based on the one or more calculated effectiveness scores;
transmit one or more of the calculated scores to one or more applications to be presented via a User Interface (UI); and
automatically route, by an automatic call distributor (ACD), a call to at least one of the agents based on one or more the calculated scores, wherein the routing comprises, when the call is received, providing one or more of the calculated scores to the ACD in real time.

11. The computerized-system of claim 10 , wherein the calculation of an AWFH effectiveness score comprises a calculation based on one or more of: a number of calls received, a number of calls not accepted, a number of calls dropped, an agent response time, and one or more priority constants.

12. The computerized-system of claim 10 , wherein the collected data streams comprise:
one or more identifiers describing at least one of: a given agent, a tenant, and contact; and
one or more variables describing at least one of: an acceptance of a call, a call noise factor, an agent response time, a drop of a call, a total number of calls, and a file type.

13. The computerized-system of claim 10 , wherein the one or more processors are to calculate one or more subscores describing at least one of: an agent's health, an agent's sentiment, and a key performance indicator.

14. The computerized-system of claim 10 , wherein the average effectiveness score comprises an hourly effectiveness score.

15. The computerized-system of claim 10 , wherein the one or more applications include at least one of: an Automated Call Distribution (ACD) system application, a Workforce Management (WFM) application, a Quality Management (QM) application, and a monitoring application operated by a supervisor of a given agent.

16. The computerized-system of claim 10 , wherein at least one of the collecting and the storing of a plurality of data streams is performed by a data generator module.

17. The computerized-system of claim 10 , wherein the one or more processors are to:
extract one or more of the parts from the stored data streams; and

store one or more the calculated scores in the database, wherein at least one of: the extracting of one or more parts of the stored data streams, the calculating of an effectiveness score, and the storing of the calculated scores is performed by a data processor module.

18. The computerized-system of claim 10 , wherein the transmitting one or more of the calculated scores is performed by a data utilizer module.

19. A computerized-method for analyzing data representing remotely connected computer systems, the computerized-method comprising:
in a computerized-system comprising one or more processors, and a memory including a data store of data and metrics recorded from at least one remote computer of a plurality of remote computers, the one or more processors configured to:
gather a plurality of data streams, the data stream

Assignees

• Incontact Inc

Inventors

• Sharma Atish
• Dhawan Salil
• Sharma Madhvi

Classifications

• G06Q10/06398

  Performance of employee with respect to a job function · CPC title

• G06Q10/06393 Primary

  Score-carding, benchmarking or key performance indicator [KPI] analysis · CPC title