CA2352411A1 - Arrangement for using dynamic metrics to monitor contact center performance - Google Patents

Arrangement for using dynamic metrics to monitor contact center performance Download PDF

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Publication number
CA2352411A1
CA2352411A1 CA002352411A CA2352411A CA2352411A1 CA 2352411 A1 CA2352411 A1 CA 2352411A1 CA 002352411 A CA002352411 A CA 002352411A CA 2352411 A CA2352411 A CA 2352411A CA 2352411 A1 CA2352411 A1 CA 2352411A1
Authority
CA
Canada
Prior art keywords
contact center
objective
locations
monitoring
performance
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002352411A
Other languages
French (fr)
Other versions
CA2352411C (en
Inventor
Richard Alan Cohen
William Edward Gourlay
Marcus Knotts
Gokul Chander Prabhakar
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Avaya Inc
Original Assignee
Avaya Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Avaya Inc filed Critical Avaya Inc
Publication of CA2352411A1 publication Critical patent/CA2352411A1/en
Application granted granted Critical
Publication of CA2352411C publication Critical patent/CA2352411C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements

Abstract

An arrangement for monitoring contact-center performance automates the monitoring process by using a database schema that records the contact center to be monitored, its skills, the locations where the skills are located (in the case of a distributed contact center), the objective or target value for a given skill attribute (such as average speed of answer, maximum delay, etc.), the acceptable deviation from the objective (tolerance), the maximum acceptable deviation between locations (in the case of a distributed contact center), the periodicity or frequency of the monitoring, and the comparison operator needed to determine how a given observed or actual value for the skill attribute is to be compared with its specified objective and tolerance. Monitoring is then effected as follows. Periodically, the contact center is automatically polled for performance data, actual values of the skill attributes are computed therefrom, and the actual values, the objective values, and the tolerances are used in a meta formula to determine the performance metrics. When skills are distributed across several locations of a distributed contact center, the arrangement determines the performance metrics for each location, and further determines whether the maximum deviation between the locations of their actual values exceeds the maximum acceptable deviation. Results indicating performance outages are sent to a party that is responsible for the contact center.
CA002352411A 2000-11-27 2001-07-04 Arrangement for using dynamic metrics to monitor contact center performance Expired - Fee Related CA2352411C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/723,114 US6700971B1 (en) 2000-11-27 2000-11-27 Arrangement for using dynamic metrics to monitor contact center performance
US09/723,114 2000-11-27

Publications (2)

Publication Number Publication Date
CA2352411A1 true CA2352411A1 (en) 2002-05-27
CA2352411C CA2352411C (en) 2005-04-05

Family

ID=24904910

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002352411A Expired - Fee Related CA2352411C (en) 2000-11-27 2001-07-04 Arrangement for using dynamic metrics to monitor contact center performance

Country Status (4)

Country Link
US (1) US6700971B1 (en)
EP (1) EP1209887A3 (en)
JP (1) JP2002237894A (en)
CA (1) CA2352411C (en)

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US20100002864A1 (en) * 2008-07-02 2010-01-07 International Business Machines Corporation Method and System for Discerning Learning Characteristics of Individual Knowledge Worker and Associated Team In Service Delivery
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Also Published As

Publication number Publication date
EP1209887A2 (en) 2002-05-29
EP1209887A3 (en) 2002-07-03
CA2352411C (en) 2005-04-05
JP2002237894A (en) 2002-08-23
US6700971B1 (en) 2004-03-02

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Effective date: 20150706