Agent efficiency based on real-time desktop analytics
A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.
1. An agent computing system, comprising:
a processor; and
a non-transitory computer readable medium storing computer-readable instructions which, when executed by the processor, cause the processor to:
generate state information;
store the state information into memory;
send the state information to an analytics computing system via a network connection; and
in response to sending the state information, receive a contact assignment from a contact center computer system, wherein the contact assignment is assigned to the agent computing system based at least in part on the state information sent to the analytics computing system.
2. The agent computing system of claim 1 , wherein the state information comprises information about a contact currently being addressed by the agent computing system.
3. The agent computing system of claim 2 , wherein the state information comprises one or more of a contact identifier, a topic, documentation information, and a time.
4. The agent computing system of claim 3 , wherein the state information compromises information about two or more contacts, wherein the two or more contacts are one of currently being addressed by the agent computing system and previously addressed by the agent computing system.
5. The agent computing system of claim 1 , wherein the state information further comprises documentation information about a document.
6. The agent computing system of claim 1 , wherein the contact assignment includes one or more of a topic and a similarities announcement.
7. The agent computing system of claim 6 , wherein the contact assignment includes the similarities announcement, and wherein at least a portion of information included in the similarities assignment is provided in a user interface displayed on the agent computing system.
8. The agent computing system of claim 7 , wherein the user interface comprises a first portion that indicates a relationship between the contact information and a contact currently being addressed by the agent computing system and a second portion that indicates a document or information displayed on the agent computing system.
9. The agent computing system of claim 1 , wherein the analytics computing system consolidates the state information into a report that is sent to the contact center computing system.
10. The agent computing system of claim 9 , wherein the instructions further cause the processor to:
in response to receiving the contact assignment, generate a second version of the state information, wherein the second version of the state information is different from the state information due to changes necessitated by responding to the contact assignment;
store the second version of the state information into the memory; and
send the second version of the state information to the analytics computing system.
11. A method, comprising:
receiving, by a processor of a contact center, contact information, wherein the contact information comprises one or more attributes;
receiving, by the processor, a first state information associated with a first agent computer system and a second state information associated with a second agent computer system;
comparing, by the processor, one or more of the one or more attributes with the respective one of the first and second state information associated with the first and second agent computer systems;
determining, based on the comparison, that the one or more of the one or more attributes are similar to the first or second state information associated with one of the first and second agent computer systems; and
based on the determination that the one or more of the one or more attributes are similar to the respective one of the first and second state information associated with one of the first and second agent computer systems, sending a contact assignment associated with the contact to the one of the first and second agent computer systems, wherein the contact is assigned to the one of the first and second agent computer systems.
12. The method of claim 11 , wherein the state information comprises information associated with contacts currently being addressed by the first and second agent computer systems.
13. The method of claim 12 , wherein the information about the contacts currently being addressed comprises one or more of a contact identifier, a topic, documentation information, and a time.
14. The method of claim 11 , wherein the state information compromises information about two or more contacts currently being one of addressed and previously addressed by the first and second agent computer systems.
15. The method of claim 11 , wherein the one or more attributes include information associated with requirements to address the contact, and wherein the information associated with requirements relates to information about one or more contacts currently being addressed and/or previously addressed by one or more of the first and second agent computer systems.
16. A non-transitory computer readable storage medium comprising instructions that, when executed by a processor, cause the processor to:
receive state information from two or more agent computer systems;
consolidate the state information into a report; and
send the report to a contact center computer system, wherein the contact center computer system generates a contact assignment, wherein the contact assignment is sent to one of the agent computer systems based at least in part on the state information from the two or more agent computer systems.
17. The computer readable medium of claim 16 , wherein the state information comprises information about a contact currently being addressed by one of the two or more agent computer systems, and wherein the information about the contact currently being addressed comprises one or more of a contact identifier, a topic, documentation information, and a time.
18. The computer readable medium of claim 16 , wherein the state information compromises information about two or more contacts currently being addressed and/or previously addressed by the two or more agent computer systems.
19. The computer readable medium of claim 16 , wherein the state information comprises documentation information about a document.
20. The computer readable medium of claim 16 , wherein the contact assignment includes a similarities announcement, and wherein at least a portion of information in the similarities assignment is provided in a user interface displayed on a display of one or more of the two or more agent computer systems.