Systems and methods for monitoring and prioritizing metrics with dynamic work issue reassignment

Patent metadata

Field	Value
Publication number	US-9413890-B2
Application number	US-201414150060-A
Country	US
Kind code	B2
Filing date	Jan 8, 2014
Priority date	Jan 8, 2014
Publication date	Aug 9, 2016
Grant date	Aug 9, 2016

Abstract

A metrics optimization system for managing key performance indicators (KPIs) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPIs of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPIs based on predefined rules. The metrics optimization system further includes a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs. The metrics optimization system further includes an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor.

First claim

What is claimed is:

1. A metrics optimization system for managing key performance indicators (KPIs) of a contact center, the metrics optimization system comprising:
a processor;
a memory, coupled to the processor, the memory storing instructions executable by the processor, wherein the instructions when executed by the processor cause the processor to:
monitor the KPIs of agents and work items;
rank the monitored KPIs based on predefined rules;
drive a display of the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs;
analyze performance of the first supervisor to improve the displayed KPIs;
assign the displayed KPIs to a second supervisor; and
dynamically offload a number of agents to the second supervisor based on the performance of the first supervisor.

2. The metrics optimization system of claim 1 , wherein the KPIs includes average revenue, estimated, actual, or predicted wait time, average speed of answer, throughput, agent utilization, agent performance, and agent responsiveness.

3. The metrics optimization system of claim 2 , wherein the KPIs further includes current status of operating values of metrics based on existing routing strategy, details of available agents, and incoming work items.

4. The metrics optimization system of claim 1 , wherein the instructions when executed by the processor cause the display of the KPIs based on existing routing strategy of the contact center.

5. The metrics optimization system of claim 1 , wherein the instructions when executed by the processor cause the processor to rank and prioritize the KPIs having values less than predefined thresholds.

6. The metrics optimization system of claim 1 , wherein the instructions when executed by the processor cause the processor to perform analysis to provide a budget to the first supervisor to manage the displayed KPIs of the contact center.

7. The metrics optimization system of claim 6 , wherein the budget comprises time frames, and number of contact center configuration adjustments.

8. The metrics optimization system of claim 1 , wherein the instructions when executed by the processor cause the processor to drive a display of alerts and notifications about the KPIs having operating values less than predefined thresholds.

9. The metrics optimization system of claim 1 , wherein the second supervisor is selected based on a workload of the plurality of supervisors in the contact center.

10. A computer-implemented method for managing key performance indicators (KPIs) of a contact center, the method comprising:
monitoring, by a processor, the KPIs of agents and work items;
ranking, by the processor, the monitored KPIs based on predefined rules;
providing, by the processor, for display to a first supervisor from a plurality of supervisors the KPIs based on the ranks of the monitored KPIs;
analyzing, by the processor, performance of the first supervisor to improve the displayed KPIs;
assigning, by the processor, the displayed KPIs to a second supervisor based on the performance of the first supervisor; and
dynamically offloading, by the processor, a number of agents to the second supervisor based on the performance of the first supervisor.

11. The computer-implemented method of claim 10 , wherein the KPIs includes average revenue, estimated, actual, or predicted wait time, average speed of answer, throughput, agent utilization, agent performance, and agent responsiveness.

12. The computer-implemented method of claim 11 , wherein the KPIs further includes current status of operating values of the metrics based on existing routing strategy, details of available agents, and incoming work items.

13. The computer-implemented method of claim 10 , further comprising ranking and prioritizing the KPIs having values less than predefined thresholds.

14. The computer-implemented method of claim 10 , further comprising providing a budget to the first supervisor to manage the KPIs of the contact center.

15. The computer-implemented method of claim 14 , wherein the budget comprises time frames, and number of contact center configuration adjustments.

16. The computer-implemented method of claim 10 , further comprising generating alerts and notifications, to notify the first supervisor about the KPIs having values less than predefined thresholds.

17. The computer-implemented method of claim 10 , wherein the second supervisor is selected based on a workload of the plurality of supervisors in the contact center.

18. A computer-implemented method for managing key performance indicators (KPIs) of a contact center, the method comprising:
monitoring, by processor, the KPIs of agents and work items;
calculating, by the processor, a rank for the monitored KPIs based on predefined rules;
providing, by the processor, for display to a first supervisor from a plurality of supervisors the KPIs based on the ranks of the monitored KPI;
providing, by the processor, a budget to the first supervisor to manage the displayed KPIs;
analyzing, by the processor, performance of the first supervisor to improve the displayed KPIs in the provided budget;
assigning, by the processor, the displayed KPIs to a second supervisor based on the performance of the first supervisor; and
dynamically offloading, by the processor, a number of agents to the second supervisor based on the performance of the first supervisor.

19. The metrics optimization system of claim 1 , wherein the instructions when executed by the processor cause the processor to drive a display of a graphical representation of a current status of the KPIs.

20. The computer-implemented method of claim 10 , further comprising providing, by the processor, for display a graphical representation of a current status of the KPIs.

Assignees

• Avaya Inc

Inventors

• Mccormack Tony
• O'Connor Neil
• D'Arcy Paul
• Mcglynn David

Classifications

• G06Q10/06398

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

• G06Q10/06393

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

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title