Systems and methods for context drilling in workforce optimization

Abstract

The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.

Description

BRIEF DESCRIPTION OF THE DRAWINGS

Many aspects of the disclosure can be better understood with reference to the following drawings. The components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present disclosure.

FIG. 1 is a block diagram of a customer center environment;

FIG. 2 is a diagram of an embodiment of an integrated process for optimizing operations at a customer center;

FIG. 3 is a high-level view of components in an embodiment of an integrated customer center system that includes a drill through engine;

FIG. 4 shows a point of integration between a work force manager (WFM) and a quality monitor, such as that shown in FIG. 3;

FIG. 5 shows a point of integration between WFM and quality monitor, such as that as shown in FIG. 3;

FIG. 6 shows several points of integration between WFM and a learning component, such as that shown in FIG. 3;

FIG. 7 shows several points of integration between a performance manager and a learning component, such as that shown in FIG. 3;

FIG. 8 shows a point of integration between WFM and a performance manager, such as that shown in FIG. 3;

FIG. 9 shows a point of integration between a WFM and a performance manager, such as that shown in FIG. 3;

FIG. 10 shows components of the analytics function of FIG. 3;

FIG. 11 is a block diagram of a general-purpose computer that can be used to implement one or more of the components of the integrated customer center systems, processes or methods;

FIG. 12 is a flow diagram that illustrates high-level operation of a drill through engine, such as that shown in FIG. 3;

FIG. 13 is a flow diagram that illustrates operation of a drill through engine that facilitates integration between a WFM and a quality monitor, such as that shown in FIG. 4;

FIG. 14 is a flow diagram that illustrates operation of a drill through engine that facilitates integration between a WFM and a quality monitor, such as that shown in FIG. 5;

FIG. 15 is a flow diagram that illustrates operation of a drill through engine that facilitates integration between a WFM and a learning component, such as that shown in FIG. 6;

FIG. 16 is a flow diagram that illustrates operation of a drill through engine that facilitates integration between a performance manager and a learning component, such as that shown in FIG. 7;

FIG. 17 is a flow diagram that illustrates operation of a drill through engine that facilitates integration between a WFM and a performance manager, such as that shown in FIG. 9;

FIG. 18 is an exemplary user interface diagram for a performance manager that displays KPIs along with a drill through option;

FIG. 19 is an exemplary interface for an adherence application that displays a pulse of the customer center's activities; and

FIG. 20 shows an exemplary playback window, which is displayed after a user has selected a specific drill through option on the pulse screen, such as that shown in FIG. 19.

Claims

1. A method for providing information to facilitate operations at a customer center, the method comprising the steps of: monitoring at least one of: schedules for agents and key performance indicators (KPIs) of the agents;responsive to the monitoring, determining at least one of: whether there is a variance in any of the schedules and whether the KPIs are below a quality threshold; andresponsive to the determining, determining whether to include a drill through option on a graphical user interface that includes root cause information indicating at least one of: why the variance occurred to the schedule and why the KPIs fell below the threshold.

2. The method as defined in claim 1, further comprising: monitoring scorecards for low performance of the agents;responsive to the monitoring, determining whether the scorecards indicate low performance of the agents; andresponsive to the determining, determining whether to include a drill through option on the graphical user interface that includes root cause information indicating why the low performance appeared on the scorecards.

3. The method as defined in claim 2, further comprising providing the drill through option that includes a link to a second graphical user interface, the second graphical user interface being operative to provide information indicating one of the variance occurred to the schedule, the KPIs fell below the threshold, and the low performance appeared on the scorecard.

4. The method as defined in claim 1, wherein the variance includes a training activity for an identified agent and the drill through option provides information indicating that the training activity has been included into a schedule.

5. The method as defined in claim 4, wherein the drill through option provides information that includes a date and time that the variance occurred.

6. The method as defined in claim 5, wherein monitoring whether the identified agent has completed the training activity is achieved by receiving a lesson log that includes information about whether the identified agent has completed the training activity.

7. The method as defined in claim 5, further comprising monitoring whether the identified agent has completed the training activity.

8. The method as defined in claim 7, wherein the drill through option provides information indicating that the identified agent has completed or not completed the training activity.

9. The method as defined in claim 1, further comprising monitoring whether a training activity was assigned to at least one agent due to the KPI falling below the threshold, the drill through option including a link to provide the monitored information.

10. The method as defined in claim 1, further comprising associating the KPI with the training activity assigned to the at least one agent, wherein the drill through option includes a link to provide the associated information.

11. The method as defined in claim 1, further comprising: monitoring whether a test was given to the at least one agent to determine competency in the area associated with the training activity;receiving a test score of the test; andproviding a link to the drill through option to provide information indicating whether the at least one agent passed or failed the test.

12. The method as defined in claim 1, further comprising including a link to the drill through option to provide evaluation forms which contain the indications of low performance.

13. The method as defined in claim 12, further comprising including a link to the drill through option to provide a list of recorded interactions associated with the indications of low performance.

14. The method as defined in claim 13, further comprising including a link to the drill through option to provide information providing play back capabilities for the recorded interactions.

15. The method as defined in claim 1, further comprising: monitoring for an occurrence of an exception to agent adherence, the agent adherence being determined from agent activities at the customer center;associating the exception with at least some of the agent activities at the customer center; andproviding a drill through option on the graphical user interface that includes a link associated with the exception, the link providing access to information indicating that the at least some of the agent activities are the root cause of the exception to the agent adherence.

16. The method as defined in claim 1, further comprising: monitoring quality scores of the agents during the campaign based on the business rules;determining whether the quality scores are below a quality threshold; andresponsive to the quality scores being below the quality threshold, providing a link that accesses a graphical user interface along with the quality scores, the link being operative to provide the at least some of the agent activities that cause their quality scores to fall below the quality threshold.

17. A method for providing information to facilitate operations at a customer center, the method comprising the steps of: monitoring for an occurrence of an exception to agent adherence, the agent adherence being determined from agent activities at the customer center;associating the exception with at least some of the agent activities at the customer center; andproviding a link associated with the exception, the link providing access to information indicating that the at least some of the agent activities are the root cause of the exception to the agent adherence.

18. The method as defined in claim 17, wherein providing the link provides a graphical user interface that provides the information.

19. The method as defined in claim 18, wherein the link is a drill through option allowing the user to access information indicating that the at least some of the agent activities are the root cause of the exception to the agent adherence.

20. The method as defined in claim 19, wherein the graphical user interface includes a date and time that the exception occurred.

21. The method as defined in claim 17, wherein the exception to agent adherence includes poor interaction with customers, no-showing of a training lesson, poor test scores from a training lesson, and poor attendance.

22. The method as defined in claim 17, further comprising providing the at least some of the agent activities that produced the exception to the agent adherence stored in an interaction database.

23. The method as defined in claim 22, wherein the providing the at least some of the agent activities include: obtaining a list of the agent activities stored in the interaction database,selecting from the list the at least some of the agent activities that produced the exception to the agent adherence, andretrieving the agent activity from the interaction database responsive to selecting the drill through option.

24. A method for optimizing operations at a customer center, the method comprising the steps of: receiving business rules of a campaign, the campaign including the schedule of agents;monitoring quality scores of the agents during the campaign based on the business rules;determining whether the quality scores are below a quality threshold;responsive to the quality scores being below the quality threshold, providing a link that accesses a graphical user interface along with the quality scores, the link being operative to provide the at least some of the agent activities that cause their quality scores to fall below the quality threshold; andresponsive to selecting the link, providing the at least some of the agent activities that cause the quality scores to fall below the quality threshold.

25. The method as defined in claim 24, wherein the link accesses a second graphical user interface that provides the at least some of the agent activities.

26. The method as defined in claim 24, further comprising associating training classes to the agents, monitoring whether the training classes improve their quality scores, and responsive to actuating the link, providing the quality scores after the training classes were taken.