System and method for integrated display of recorded interactions and call agent data
Methods and systems are provided for viewing call center agent interactions from a window displaying schedule information. In one embodiment, the method comprises the steps of: displaying a timeline; displaying a plurality of agent events, where the agent events include exceptions to an agent activity; displaying each exception in visual correlation with the timeline; and displaying, in visual correlation with the timeline, each of a plurality of agent interactions.
1 . A method of viewing call center agent interactions from a window displaying schedule information, the method comprising the steps of:
displaying a timeline;
displaying a plurality of agent events, where the agent events include exceptions to an agent activity;
displaying each exception in visual correlation with the timeline; and
displaying, in visual correlation with the timeline, each of a plurality of agent interactions.
2 . The method of claim 1 , further comprising the step of:
displaying the timeline for a specified time period; and
displaying, in visual correlation with the timeline, each of a plurality of agent interactions during the time period.
3 . The method of claim 1 , further comprising the steps of:
displaying a plurality of agent activities during a specified time period; and
displaying each activity in visual correlation with the timeline.
4 . The method of claim 1 , further comprising the steps of:
receiving a user selection of one of the interactions; and
presenting to the user the interaction selected.
5 . The method of claim 4 , further comprising the step of:
playing an audio portion of the interaction selected.
6 . The method of claim 4 , further comprising the step of:
displaying a workstation activity portion of the interaction selected.
7 . The method of claim 1 , further comprising the steps of:
receiving a user selection of one of the plurality of agents; and
recording in real-time an activity of the agent selected.
8 . The method of claim 1 , further comprising the steps of:
matching a sequence of events within the received agent events with one of a plurality of transaction definitions; and
displaying a transaction described by the matching sequence.
9 . The method of claim 1 , further comprising the step of:
displaying activity information in visual correlation with the 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.
10 . A system of viewing call center agent interactions from a window displaying schedule information, the system comprising the steps of:
means for displaying a timeline;
means for displaying a plurality of agent events, where the agent events include exceptions to an agent activity;
means for displaying each exception in visual correlation with the timeline; and
means for displaying, in visual correlation with the timeline, each of a plurality of agent interactions.
11 . The system of claim 10 , further comprising the step of:
means for displaying the timeline for a specified time period; and
means for displaying, in visual correlation with the timeline, each of a plurality of agent interactions during the time period.
12 . The system of claim 10 , further comprising the steps of:
means for displaying a plurality of agent activities during a specified time period; and
means for displaying each activity in visual correlation with the timeline.
13 . The system of claim 10 , further comprising the steps of:
means for receiving a user selection of one of the interactions; and
means for presenting to the user the interaction selected.
14 . The system of claim 13 , further comprising the step of:
means for playing an audio portion of the interaction selected.
15 . The system of claim 13 , further comprising the step of:
means for displaying a workstation activity portion of the interaction selected.
16 . The system of claim 10 , further comprising the steps of:
means for receiving a user selection of one of the plurality of agents; and
means for recording in real-time an activity of the agent selected.
17 . A computer-readable medium having a program for viewing call center agent interactions from a window displaying schedule information, the program comprising the steps of:
displaying a timeline;
displaying a plurality of agent events, where the agent events include exceptions to an agent activity;
displaying each exception in visual correlation with the timeline; and
displaying, in visual correlation with the timeline, each of a plurality of agent interactions.
18 . The computer-readable medium of claim 17 , the program further comprising the step of:
displaying the timeline for a specified time period; and
displaying, in visual correlation with the timeline, each of a plurality of agent interactions during the time period.
19 . The computer-readable medium of claim 17 , the program further comprising the steps of:
displaying a plurality of agent activities during a specified time period; and
displaying each activity in visual correlation with the timeline.
20 . The computer-readable medium of claim 17 , the program further comprising the steps of:
receiving a user selection of one of the interactions; and
presenting to the user the interaction selected.