System and method for driving a virtual view of agents in a contact center
A system for driving a virtual view of agents of a contact center is provided. The system includes a monitoring module for monitoring and detecting a breach in threshold associated with at least one key performance indicator of at least one agent from a plurality of agents. The system further includes a ranking module for calculating a rank of at least one agent among the plurality of agents based on predefined rules. The system further includes a driving module for driving a display of the virtual view of the plurality of agents based on the calculated rank of the at least one agent.
1. A virtual view driving system to drive a virtual view of agents in a contact center, comprising:
a processor;
a computer-readable medium coupled to the processor, the medium storing computer-executable instructions comprising:
a set of monitoring programmed instructions that causes the processor to monitor and to detect a breach in a threshold value associated with at least one key performance indicator of at least one agent from a plurality of agents;
a set of ranking programmed instructions that causes the processor to calculate a rank of at least one agent among the plurality of agents based on predefined rules, wherein the rank of the at least one agent is calculated on detection of said breach; and
a set of driving programmed instructions that causes the processor to drive a display of the virtual view of the plurality of agents based on the calculated rank of the at least one agent, wherein the virtual view comprises a photorealistic view of the plurality of agents.
2. The virtual view driving system of claim 1 , wherein the key performance indicators comprise one of an average revenue, an estimated wait time, an actual wait time, an average speed of answer, a throughput, an agent utilization, an agent performance, a customer satisfaction, a service level agreement, an average talk time, a total average call handling time, or an agent responsiveness.
3. The virtual view driving system of claim 2 , wherein each of the key performance indicators is associated with a threshold value.
4. The virtual view driving system of claim 1 , wherein the set of ranking programmed instructions causes the processor to calculate rank of at least one agent based upon a predefined weighting, and a ratio of absolute value of threshold breach to a threshold value.
5. The virtual view driving system of claim 1 , wherein the set of driving programmed instructions causes the processor to drive a display of an agent having a highest rank among the plurality of agents.
6. The virtual view driving system of claim 5 , wherein the highest rank indicates an agent requiring more urgent attention than rest of the plurality of agents.
7. The virtual view driving system of claim 5 , wherein the set of driving programmed instructions causes the processor to drive a display of the virtual view of the plurality of agents in a carousel view.
8. The virtual view driving system of claim 1 , wherein the virtual view indicates an actual physical location of agents inside the contact center.
9. The virtual view driving system of claim 1 , further comprising a set of video feed programmed instructions that causes the processor to drive a real-time video of an agent having a highest rank.
10. The virtual view driving system of claim 9 , wherein the real-time video is one of a WebRTC video, a video conference, or a video call.
11. The virtual view driving system of claim 1 , wherein the set of video feed programmed instructions causes the processor to drive a display of a detailed view of activities of an agent having a highest rank.
12. A computer-implemented method to drive a virtual view of agents in a contact center, the computer-implemented method comprising:
monitoring, by a processor, key performance indicators associated with a plurality of agents;
detecting, by the processor, a breach in a threshold value associated with at least one key performance indicator of at least one agent from the plurality of agents;
calculating, by the processor, a rank of at least one agent among the plurality of agents based on predefined rules, wherein the rank of the at least one agent is calculated on detection of said breach; and
driving, by the processor, a display of the virtual view of the plurality of agents based on the calculated rank of the at least one agent, wherein the virtual view comprises a photorealistic view of the plurality of agents.
13. The computer-implemented method of claim 12 , wherein the key performance indicators comprise one of an average revenue, an estimated wait time, an actual wait time, an average speed of answer, a throughput, an agent utilization, an agent performance, a customer satisfaction, a service level agreement, an average talk time, a total average call handling time, or an agent responsiveness.
14. The computer-implemented method of claim 12 , wherein the calculating comprises calculating, by the processor, the rank of at least one agent based upon a predefined weighting, and a ratio of absolute value of threshold breach to a threshold value.
15. The computer-implemented method of claim 12 , wherein the driving by the processor comprises providing a display of at least one agent having a highest rank among the plurality of agents.
16. The computer-implemented method of claim 15 , wherein the highest rank indicates an agent who requires more urgent attention than rest of the plurality of agents.
17. The computer-implemented method of claim 12 , further comprising displaying by processor, the virtual view of the plurality of agents in a carousel view.
18. The computer-implemented method of claim 12 , further comprising providing, by the processor, a real-time video of an agent having a highest rank.
19. The computer-implemented method of claim 18 , wherein the real-time video comprises one of a WebRTC video, a video conference, or a video call.