Granted Patent B1

US 12,217,205 · App. 16/710,289 · Granted Feb 4, 2025

Inventors: Daniel Jeffery Johnson (Milwaukee, WI); Rachel Nemecek (Charlotte, NC); Ramon Joseph Permato Esteves (Bulacan, PH); Rommel B. Limon (Quezon, PH); Kettyl Amoakon (Harrisburg, NC)

Assignee: Wells Fargo Bank, N.A.

G06Q10/0635G08B3/10G08B29/10

Abstract

Claims (79)

1. A method comprising:

generating, by one or more branch terminals associated with different office branches of an enterprise business, a plurality of alerts corresponding to a plurality of districts within the enterprise business, wherein each alert of the plurality of alerts indicates a type of abnormal behavior arising from a transaction associated with a corresponding district of the plurality of districts and performed by or on behalf of a customer of the enterprise business;

receiving, by a first network interface of a central computing device within a computing system of the enterprise business from the one or more branch terminals, alert information for the plurality of alerts;

calculating, by the central computing device and based on the alert information, an alert volume for each district of the plurality of districts during a period of time;

receiving, by the first network interface of the central computing device, dispositions for each alert of the plurality of alerts resolved during the period of time, wherein one or more of the dispositions indicate alert resolution with coaching;

determining, by the central computing device, disposition information including a coaching rate for each district of the plurality of districts based on a number of the dispositions that indicate alert resolution with coaching and the alert volume for each district of the plurality of districts;

clustering, by the central computing device, the plurality of districts into two or more groups based on the coaching rate for each district, wherein clustering the plurality of districts into two or more groups includes performing one of k-means clustering, mean-shift clustering, or hierarchical clustering on the plurality of districts based on the coaching rate for each district;

receiving, by a second network interface of the central computing device, a request for the disposition information for a first district of the plurality of districts from a supervisory device associated with the first district;

based on the request for the disposition information, transmitting, by the second network interface of the central computing device to the supervisory device, data representative of both a first user interface and a second user interface;

displaying, by the supervisory device using the data representative of the first user interface, the first user interface including a graphical icon indicating a relative coaching rate corresponding to a first group of the two or more groups, the first group including the first district of the plurality of districts and one or more other districts of the plurality of districts, wherein the graphical icon for the first group comprises a selectable graphical icon;

and

based on a selection of the graphical icon for the first group included in the first user interface by a user of the supervisory device, displaying, by the supervisory device using the data representative of the second user interface, the second user interface including a first coaching rate for the first district and the coaching rates for the one or more other districts included in the first group without sending another request from the supervisory device to the central computing device for additional data representative of the second user interface in response to the selection of the graphical icon for the first group included in the first user interface.

2. The method of claim 1 , wherein clustering the plurality of districts into two or more groups based on the coaching rate for each district includes:

determining a first number of districts of the plurality of districts with coaching rates that fall within a group associated with a high relative coaching rate,

determining a second number of districts of the plurality of districts with coaching rates that fall within a group associated with a moderate relative coaching rate, and

determining a third number of districts of the plurality of districts with coaching rates that fall within a group associated with a low relative coaching rate.

3. The method of claim 2 , wherein:

the high relative coaching rate corresponds to the group of districts with a top-third coaching rate relative to coaching rates across the enterprise business;

the low relative coaching rate corresponds to the group of districts with a bottom-third coaching rate relative to coaching rates across the enterprise business; and

the moderate relative coaching rate corresponds to the group of districts with middle-third coaching rate relative to coaching rates across the enterprise business.

4. The method of claim 1 , further comprising:

determining the first coaching rate for the plurality of alerts per respective monitoring category corresponding to the first district of the plurality of districts;

determining a first on-time disposition rate for the plurality alerts per respective monitoring category corresponding to the first district;

determining an average coaching rate for the plurality of alerts per respective monitoring category across the enterprise business; and

determining an average on-time disposition rate per respective monitoring category across the enterprise business;

transmitting, by the second network interface of the central computing device to the supervisory device, data representative of a third user interface including:

first indications of the first coaching rate for the plurality alerts per respective monitoring category corresponding to the first district;

second indications of the first on-time disposition rate for the plurality alerts per respective monitoring category corresponding to the first district;

third indications of the average coaching rate for each respective monitoring category; and

fourth indications of the average on-time disposition rate for each respective monitoring category.

5. The method of claim 4 , wherein the first and second indications comprise bars of a bar graph.

6. The method of claim 4 , wherein the third and fourth indications inform the user of the supervisory device how the first coaching rate and the first on-time disposition rate corresponding to the first district compare to the average coaching rate and the average on-time disposition rate, respectively, across the enterprise business by monitoring category for the period of time.

7. The method of claim 1 , wherein the alert volume includes alerts resolved within the period of time.

8. A computing system comprising:

one or more branch terminals associated with different office branches of an enterprise network, the one or more branch terminals configured to generate a plurality of alerts corresponding to a plurality of districts within the enterprise business, wherein each alert of the plurality of alerts indicates a type of abnormal behavior arising from a transaction associated with a corresponding district of the plurality of districts and performed by or on behalf of a customer of the enterprise business;

a central computing device comprising a processor implemented in circuitry, a first network interface, and a second network interface, wherein the processor of the central computing device is configured to:

receive, by the first network interface, alert information for the plurality of alerts from the one or more branch terminals;

calculate, based on the alert information, an alert volume for each district of the plurality of districts during a period of time;

receive, by the first network interface, dispositions for each alert of the plurality of alerts resolved during the period of time, wherein one or more of the dispositions indicate alert resolution with coaching;

determine disposition information, including a coaching rate for each district of the plurality of districts based on a number of the dispositions that indicate alert resolution with coaching and the alert volume for each district of the plurality of districts;

cluster the plurality of districts into two or more groups based on the coaching rate for each district, wherein to cluster the plurality of districts into two or more groups, the processor of the central computing device is configured to perform one of k-means clustering, mean-shift clustering, or hierarchical clustering on the plurality of districts based on the coaching rate for each district;

receive, by the second network interface, a request for the disposition information for a first district of the plurality of districts from a supervisory device associated with the first district;

based on the request for the disposition information, transmit, by the second network interface to the supervisory device, data representative of both a first user interface and a second user interface; and

the supervisory device configured to:

display, using the data representative of the first user interface, the first user interface including a graphical icon indicating a relative coaching rate corresponding to a first group of the two or more groups, the first group including the first district of the plurality of districts and one or more other districts of the plurality of districts, wherein the graphical icon for the first group comprises a selectable graphical icon; and

based on a selection of the graphical icon for the first group included in the first user interface by a user of the supervisory device, display, using the data representative of the second user interface, the second user interface including a first coaching rate for the first district and the coaching rates for the one or more other districts included in the first group without sending another request from the supervisory device to the central computing device for additional data representative of the second user interface in response to the selection of the graphical icon for the first group included in the first user interface.

9. The computing system of claim 8 , wherein to cluster the plurality of districts into two or more groups based on the coaching rate for each district, the processor of the central computing device is configured to:

determine a first number of districts of the plurality of districts with coaching rates that fall within a group associated with a high relative coaching rate,

determine a second number of districts of the plurality of districts with coaching rates that fall within a group associated with a moderate relative coaching rate, and

determine a third number of districts of the plurality of districts with coaching rates that fall within a group associated with a low relative coaching rate.

10. The computing system of claim 9 , wherein:

the high relative coaching rate corresponds to the group of districts with a top-third coaching rate relative to coaching rates across the enterprise business;

the low relative coaching rate corresponds to the group of districts with a bottom-third coaching rate relative to coaching rates across the enterprise business; and

the moderate relative coaching rate corresponds to the group of districts with middle-third coaching rate relative to coaching rates across the enterprise business.

11. The computing system of claim 8 , wherein the processor of the central computing device is further configured to:

determine the first coaching rate for the plurality of alerts per respective monitoring category corresponding to the first district of the plurality of districts;

determine a first on-time disposition rate for the plurality of alerts per respective monitoring category corresponding to the first district;

determine an average coaching rate for the plurality alerts per respective monitoring category across the enterprise business;

determine an average on-time disposition rate per respective monitoring category across the enterprise business; and

transmit, by the second network interface to the supervisory device, data representative of a third user interface including:

first indications of the first coaching rate for the plurality alerts per respective monitoring category corresponding to the first district;

second indications of the first on-time disposition rate for the plurality alerts per respective monitoring category corresponding to the first district;

third indications of the average coaching rate for each respective monitoring category; and

fourth indications of the average on-time disposition rate for each respective monitoring category.

12. The computing system of claim 11 , wherein the first and second indications comprise bars of a bar graph.

13. The computing system of claim 11 , wherein the third and fourth indications inform the user of the supervisory device how the first coaching rate and the first on-time disposition rate corresponding to the first district compare to the average coaching rate and average on-time disposition rate, respectively, across the enterprise business by monitoring category for the period of time.

14. The computing system of claim 8 , wherein the alert volume includes alerts resolved within the period of time.

15. A non-transitory computer-readable storage medium storing instructions that, when executed, cause one or more programmable processors to:

generate, at one or more branch terminals associated with different office branches of an enterprise business, a plurality of alerts corresponding to a plurality of districts within the enterprise business, wherein each alert of the plurality of alerts indicates a type of abnormal behavior arising from a transaction associated with a corresponding district of the plurality of districts and performed by or on behalf of a customer of the enterprise business;

receive, via a first network interface of a central computing device within a computing system of the enterprise business from the one or more branch terminals, alert information for the plurality of alerts;

calculate, at the central computing device and based on the alert information, an alert volume for each district of the plurality of districts during a period of time;

receive, via the first network interface of the central computing device, dispositions for each alert of the plurality of alerts resolved during the period of time, wherein one or more of the dispositions indicate alert resolution with coaching;

determine, at the central computing device, disposition information including a coaching rate for each district of the plurality of districts based on a number of the dispositions that indicate alert resolution with coaching and the alert volume for each district of the plurality of districts;

cluster, at the central computing device, the plurality of districts into two or more groups based on the coaching rate for each district, wherein to cluster the plurality of districts into two or more groups, the instructions cause the one or more programmable processors to perform one of k-means clustering, mean-shift clustering, or hierarchical clustering on the plurality of districts based on the coaching rate for each district;

receive, via a second network interface of the central computing device, a request for the disposition information for a first district of the plurality of districts from a supervisory device associated with the first district;

based on the request for the disposition information, transmit, via the second network interface of the central computing device to the supervisory device, data representative of both a first user interface and a second user interface;

display, by the supervisory device using the data representative of the first user interface, the first user interface including a graphical icon indicating a relative coaching rate corresponding to a first group of the two or more groups, the first group including the first district of the plurality of districts and one or more other districts of the plurality of districts, wherein the graphical icon for the first group comprises a selectable graphical icon;

and

based on a selection of the graphical icon for the first group included in the first user interface by a user of the supervisory device, display, by the supervisory device using the data representative of the second user interface, the second user interface including a first coaching rate for the first district and the coaching rates for the one or more other districts included in the first group without sending another request from the supervisory device to the central computing device for additional data representative of the second user interface in response to the selection of the graphical icon for the first group included in the first user interface.

Assignments (2)

References Cited (72)