Disrupted customer interaction metric

1 . A method for categorizing a plurality of customer interactions as either a failed customer interaction (“FCI”) or a disrupted customer interaction (“DCI”), the method comprising:

monitoring, from a central location including one or more computer systems, the plurality of customer interactions for incidents, each customer interaction taking place at a respective user interface of a plurality of user interfaces;

electronically recording the incidents at an autonomous teller machine (“ATM”), the electronic recording generating an incident report;

transmitting, via a server, the incident report to the central location;

analyzing, at the central location, the incident report to identify:

a respective location of each incident;

a respective time in which each incident took place;

determining the existence of secondary user interfaces at the respective location for each incident;

determining an operability of each respective secondary user interface during the respective time for each incident, said determining an operability of each respective secondary user interface comprising:

parsing all incident reports during the respective time to determine whether each secondary user interface had an incident;

determining whether there is any scheduled maintenance being performed on each secondary user interface during the respective time; and

determining whether there are any scheduled updates being performed on each secondary user interface during the respective time;

categorizing each incident as either a failed customer interaction (“FCI”) or a disrupted customer interaction (“DCI”);

placing the FCIs into a failed customer interaction bucket;

placing the DCIs into a disrupted customer interaction bucket;

analyzing, at the central location, the FCI bucket and the DCI bucket, wherein the analyzing comprises:

determining a number of incidents that occur during a specific time period;

determining a number of incidents that occur in the respective user interface;

determining a length of each of the incidents;

determining a number of each type of incident; and

tracking the operability of the respective user interface;

based on the analyzing, resolving the incident by:

prioritizing the incidents in the FCI bucket over the incidents in the DCI bucket;

(a) determining that the software of the respective user interface has defects; and

deploying, based on the determination, a new software patch to the respective user interface;

(b) determining if the respective user interface should receive maintenance; and

providing, when the respective user interface is determined to receive maintenance, maintenance to the respective user interface, the maintenance further comprising:

ranking each user interface based on the amount of operable respective secondary user interfaces associated with each user interface; and

performing maintenance on the user interfaces with a lowest ranking user interface first;

wherein:

the categorizing an incident as a DCI comprises determining that the respective secondary user interfaces exist and at least one of the respective secondary user interfaces is operable during the respective time;

the categorizing the incident as an FCI comprises determining that either the respective secondary user interfaces do not exist or all of the secondary user interfaces are inoperable during the respective time; and

the incidents comprises one or more of a jam in the respective user interface, a communication issue with the respective user interface, a host issue with the respective user interface, an encryption issue with the respective user interface, a card reader issue in the respective user interface, a printer issue with the respective user interface, insufficient cash in the respective user interface and a cash depositor is full the respective user interface;

the plurality of user interfaces comprises the automated teller machine (“ATM”) and an electronic record of the incident at the teller window.

2 . The method of claim 1 wherein the identifying the respective location of each incident comprises:

identifying an identification number of the respective user interface at which the incident occurred; and

finding the respective location of the respective user interface associated with the identification number in the lookup table stored in a database.

3 . The method of claim 1 wherein the determining the existence of secondary user interfaces at the respective location for each incident comprises looking up the respective location in the lookup table stored in a database to determine whether the respective location is associated with more than one interface.

4 . The method of claim 1 , the method further comprising resolving the incidents.

5 . A system for categorizing a plurality of customer interactions as either a failed customer interaction (“FCI”) or a disrupted customer interaction (“DCI”), the system comprising:

a monitor for monitoring customer interaction incidents, the monitor being located at a central location including one or more computer systems;

a receiver for receiving customer interaction incident reports; and

a processor, the processor configured to:

monitor the plurality of customer interactions for incidents, each customer interaction taking place at a respective user interface of a plurality of user interfaces;

electronically record the incidents at an autonomous teller machine (“ATM”), the electronic recording generating an incident report;

transmit the incident report to the central location;

analyze the incident report to identify:

a respective location of each incident;

a respective time in which each incident took place;

determine the existence of secondary user interfaces at the respective location for each incident;

determine an operability of each respective secondary user interface during the respective time for each incidents, said determine an operability of the secondary user interface comprising:

parse all incident reports during the respective time to determine whether the secondary user interface has an incident;

determine whether there is any scheduled maintenance being performed on the secondary user interface during the respective time; and

determine whether there is any scheduled updates being performed on the secondary user interface during the respective time;

categorize each incident as either a failed customer interaction (“FCI”) or a disrupted customer interaction (“DCI”);

placing the FCIs into a failed customer interaction bucket;

placing the DCIs into a disrupted customer interaction bucket;

analyze the FCI bucket and the DCI bucket, the analysis comprising:

determining a number of incidents that occur during a specific time period;

determining a number of incidents that occur in the respective user interface;

determining a length of each of the incidents;

determining a number of each type of incident; and

tracking the operability of the respective user interface;

based on the analyzing, resolve the incident by:

prioritize the incidents in the FCI bucket over the incidents in the DCI bucket;

(a) determining that the software of the respective user interface has defects; and

deploying, based on the determination, a new software patch to the respective user interface;

(b) determining if the respective user interface should receive maintenance; and

providing, when the respective user interface is determined to receive maintenance, maintenance to the respective user interface, the maintenance further comprising:

ranking each user interface based on the amount of operable respective secondary user interfaces associated with each user interface; and

performing maintenance on the user interfaces with a lowest ranking user interface first;

wherein:

an incident is categorized as a DCI, when it is determined that the respective secondary user interfaces exist and that at least one of the respective secondary user interfaces is operable during the respective time;

an incident is categorized as an FCI, when it is determined that either the respective secondary user interfaces do not exist or all of the secondary user interfaces are inoperable during the respective time;

the incidents comprise one or more of a jam in the respective user interface, a communication issue with the respective user interface, a host issue with the respective user interface, an encryption issue with the respective user interface, a card reader issue in the respective user interface, a printer issue with the respective user interface, insufficient cash in the respective user interface and a cash depositor is full in the respective user interface; and

the plurality of customer interactions comprises the automated teller machine (“ATM”) and an electronic record of the incident at a teller window.

6 . The system of claim 5 wherein to identify the respective location of each incident, the processor is further configured to:

identify an identification number of the respective user interface at which the incident occurred; and

find the respective location of the respective user interface associated with the identification number in a lookup table stored in a database.

7 . The system of claim 5 wherein to determine the existence of secondary user interfaces at the respective location for each incident, the processor is further configured to look up the respective location in a lookup table stored in a database to determine whether the respective location is associated with more than one user interface.

8 . The system of claim 5 wherein the processor is further configured to prompt an administrator to resolve the incidents.

9 . The system of claim 8 wherein the processor is configured to prioritize prompting the administrator to resolve the incidents in the failed customer interaction bucket over the incidents in the disrupted customer interaction bucket.