System and method to diagnose and improve representative and organizational performance

Patent metadata

Field	Value
Publication number	US-9112973-B2
Application number	US-201314145105-A
Country	US
Kind code	B2
Filing date	Dec 31, 2013
Priority date	Dec 31, 2012
Publication date	Aug 18, 2015
Grant date	Aug 18, 2015

Abstract

A computer-readable storage medium containing a data server application, which when executed on a processor is configured to perform an operation providing a view of performance data based on multiple performance rating criteria for evaluating multiple customer service agents across an enterprise. The operation may include receiving data corresponding to call handling for a first agent from the multiple agents and processing the received data to generate performance data for the first agent based on process steps followed by the first agent for handling a call type. The operation also includes assigning a color scheme to the process steps depending on the importance of the steps to an enterprise and transmitting a signal to display agent performance data based on the color scheme and indicative of steps missed by the first agent.

First claim

The invention claimed is:

1. A computer-readable storage medium containing a data server application, which when executed on a processor is configured to perform an operation providing a view of performance data based on a plurality of performance rating criteria for evaluating a plurality of customer service agents across an enterprise, the operation comprising:
receiving data corresponding to call handling for a first agent from said plurality of agents;
processing said receiv…

Assignees

• Florida Power & Light Co

Inventors

• Hamlin Maureen
• Perez Francisco
• Bramble Jr Philip

Classifications

• H04M3/5175 Primary

  Electricity · mapped topic

• H04M2203/401

  Electricity · mapped topic