Granted Patent B2

US 8,160,233 · App. 11/359,319 · Granted Apr 17, 2012

Abstract

Claims (55)

1. A computer implemented method for detecting business transactions from sequences of call center agent activities, the method comprising the steps of:

in a network interface, receiving a plurality of agent activity events including call events and agent workstation events that each describe a state of an agent workstation;

in a processor, identifying a matching event sequence by matching a sequence of events within the plurality of agent activity events with one of a plurality of business transaction definitions that indicate which of a plurality of event sequences correspond to which of a plurality of business transactions, and creating a business transaction from the matching event sequence; and

displaying the business transaction on a user interface.

2. The computer implemented method of claim 1 , wherein each event of the plurality of agent activity events indicates an agent and an occurrence time.

3. The computer implemented method of claim 1 , further comprising the step of:

displaying agent activities described by the matching event sequence on the user interface in a window along with the business transaction.

4. The computer implemented method of claim 1 , further comprising the step of:

in the network interface, receiving a business transaction definition that maps a sequence of call center device events to a business transaction.

5. The computer implemented method of claim 4 ,

wherein each agent workstation event describes a screen appearing on the agent workstation.

6. The computer implemented method of claim 5 , further comprising the step of:

in the network interface, receiving a business transaction definition that defines a business transaction in terms of a sequence of agent workstation screen events.

7. The computer implemented method of claim 1 , further comprising the step of:

in the processor, comparing the business transaction against a business transaction policy definition and creating an exception if the business transaction does not comply with a policy defined by the business transaction policy definition; and

displaying the exception on the user interface in a window along with the business transaction.

8. The computer implemented method of claim 7 , further comprising the step of:

in the network interface, receiving a policy definition that describes proper execution of a business transaction in terms of a sequence of call center device events.

9. The computer implemented method of claim 7 , further comprising the step of:

on the user interface:

displaying the exception in visual correlation with a timeline; and

displaying, in visual correlation with the timeline, each of a plurality of agent interactions.

10. The computer implemented method of claim 7 , further comprising the step of:

on the user interface, displaying agent activity information in visual correlation with a timeline, the activity information including a first plurality of agent activities originating from a first source and a second plurality of agent activities originating from a second source.

11. A system for detecting business transactions from sequences of call center agent activities, the system comprising the steps of:

means for receiving a plurality of agent activity events including call events and agent workstation events that each describe a state of an agent workstation;

means for identifying a matching event sequence by matching a sequence of events within the plurality of agent activity events with one of a plurality of business transaction definitions that indicate which of a plurality of event sequences correspond to which of a plurality of business transactions;

means for creating a business transaction from the matching even sequence; and

means for displaying the business transaction.

12. The system of claim 11 , further comprising:

means for displaying, in the same window as the business transaction, agent activities described by the matching event sequence.

13. The system of claim 11 , further comprising:

means for receiving a business transaction definition that maps a sequence of call center device events to a business transaction.

14. The system of claim 11 ,

wherein each agent workstation event describes a screen appearing on the agent workstation and further comprising:

means for receiving a business transaction definition that defines a business transaction in terms of a sequence of agent workstation screen events.

15. The system of claim 11 , further comprising:

means for comparing the business transaction against a business transaction policy definition;

means for creating an exception if the business transaction does not comply with a policy defined by the business transaction policy definition; and

means for displaying the exception in the same window as the business transaction.

16. A computer-readable non-volatile, non-transitory storage medium containing a program for detecting business transactions from sequences of call center agent activities, the program comprising the steps of:

receiving a plurality of agent activity events including call events and agent workstation events that each describe a state of an agent workstation;

identifying a matching event sequence by matching a sequence of events within the plurality of agent activity events with one of a plurality of business transaction definitions that indicate which of a plurality of event sequences correspond to which of a plurality of business transactions;

creating a business transaction from the matching event sequence; and

displaying the business transaction.

17. The computer-readable non-volatile, non-transitory storage medium of claim 16 , wherein the program further comprises the step of:

displaying, in the same window as the business transaction, agent activities described by the matching event sequence.

18. The computer-readable non-volatile, non-transitory storage medium of claim 16 , wherein the program further comprises the step of:

receiving a business transaction definition that maps a sequence of call center device events to a business transaction.

19. The computer-readable non-volatile, non-transitory storage medium of claim 16 , wherein each agent workstation event describes a screen appearing on the agent workstation and wherein the program further comprises the step of:

receiving a business transaction definition that defines a business transaction in terms of a sequence of agent workstation screen events.

20. The computer-readable non-volatile, non-transitory storage medium of claim 16 , wherein the program further comprises the step of:

comparing the business transaction against a business transaction policy definition;

creating an exception if the business transaction does not comply with a policy defined by the business transaction policy definition; and

displaying the exception in the same window as the business transaction.

Assignments (9)