Granted Patent B2

US 8,331,549 · App. 11/742,733 · Granted Dec 11, 2012

Assignee: Verint Americas Inc.

Abstract

Claims (45)

1. A computer-implemented method of integrating workforce management and quality monitoring, comprising:

capturing a plurality of interactions made by an agent;

selecting contacts from the plurality of interactions based on user-defined business rules that define when an interaction becomes a contact;

receiving an evaluation of the contacts, the evaluation comprising a measurement of an agent skill, wherein the measurement comprises a competency level;

updating skill information associated with an agent based on the evaluation, wherein the skill information comprises a priority; and

setting the priority to a value proportional to the competency level.

2. The method of claim 1 , wherein the skill information comprises a competency level.

3. The method of claim 1 , wherein the workforce manager component is further configured to receive a description of the agent skill.

4. A computer-implemented method of integrating workforce management and quality monitoring, comprising:

receiving information about a skill, the skill associated with an agent, wherein the skill information comprises a priority;

capturing a plurality of interactions made by an agent;

selecting contacts from the plurality of interactions based on user-defined business rules that define when an interaction becomes a contact;

receiving an evaluation form for the contacts, the form producing a measurement of the skill, wherein the measurement comprises a competency level;

setting the priority to a value proportional to the competency level; and

updating the form based on the skill information.

5. The method of claim 4 , wherein the skill information comprises a competency level, and wherein the form comprises an objective and criteria used to measure compliance with the objective, the method further comprising:

updating the form criteria based on the skill competency.

6. The method of claim 4 , further comprising:

receiving a description of the agent skill.

7. A computer-implemented method of integrating a workforce manager and a quality monitor, comprising:

capturing a plurality of interactions, each interaction made by a one of a plurality of agents;

selecting contacts from the plurality of interactions based on user-defined business rules that define when an interaction becomes a contact;

receiving a plurality of scores, each score evaluating one of the contacts;

collecting the plurality of scores associated with a selected one of the agents to produce an agent scorecard;

incorporating at least a portion of the scores within the agent scorecard as attributes of the selected agent within the workforce manager; and

incorporating individual scores that evaluate a selected one of the contacts made by the selected agent.

8. The computer-implemented method of claim 7 , wherein the collecting further comprises:

generating statistics for the plurality of scores to produce the agent scorecard.

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

determining the average, minimum, or maximum from the collected plurality of scores.

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

displaying the agent scorecard data within the workforce manager.

11. The computer-implemented method of claim 7 , further comprising:

displaying scorecard attributes of the selected agent in conjunction with other workforce manager attributes of the selected agent.

12. A computer-implemented method of integrating a workforce manager and a quality monitor, comprising:

capturing a plurality of interactions, each interaction distributed to one of a plurality of queues and handled by one of a plurality of agents;

selecting contacts from the plurality of interactions based on user-defined business rules that define when an interaction becomes a contact;

receiving a first score evaluating quality of one of the contacts distributed to a selected one of the queues;

receiving a second score evaluating quality of another one of the contacts distributed to the selected queue;

aggregating, in the workforce manager, the first and the second score to produce at least one statistic representing quality of contacts for the selected queue; and

determining the average, minimum, or maximum statistics from the first and second scores.

13. The computer-implemented method of claim 12 , further comprising:

displaying the first score of the selected queue within the workforce manager.

14. The computer-implemented method of claim 12 , further comprising:

displaying the first score of the selected queue in conjunction with other workforce manager attributes of the selected queue.

Assignments (8)

Continuity (1)