Performance motivation systems and methods for contact centers
AssigneeKim A. Cooper
InventorKim Cooper
Life of this patent
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Abstract
An embodiment of a system for optimizing agent performance includes a listener subsystem configured to acquire statistics from at least one contact center data source, and an application subsystem configured to receive said statistics from said listener subsystem. The application subsystem is further to calculate performance metrics based on the statistics, associate the performance metrics with a scorecard, and transmit data representative of the scorecard to a client for real-time presentation of the scorecard for consideration by a user using the client. The scorecard includes the performance metrics. The system is configured in a service-oriented architecture. In some embodiments, web services are used to acquire the statistics from the contact center data source.
Claims30
A system comprising:
- a listener subsystem configured to acquire statistics from at least one contact center data source;
- and
- an application subsystem configured to receive said statistics from said listener subsystem, said application subsystem being further configured to
- calculate performance metrics based on said statistics,
- associate said performance metrics with a scorecard, and
- transmit data representative of said scorecard to a client for real-time presentation of said scorecard for consideration by a user using said client, said scorecard including said performance metrics;
- wherein said system is configured in a service-oriented architecture.
A method comprising:
- acquiring statistics from at least one contact center data source, said statistics being acquired using a service-oriented architecture;
- calculating performance metrics based on said statistics;
- transmitting data representative of said performance metrics to a client;
- and
- presenting said performance metrics in real time for consideration by a user using said client.
A performance motivation system configured in a service-oriented architecture, the system comprising:
- a listener subsystem configured to automatically acquire real-time statistics from at least one contact center data source;
- and
- a hosted application subsystem configured to use web services to receive said statistics from said listener subsystem, said application subsystem being further configured to
- calculate performance metrics based on said statistics,
- determine a rewards status based on said performance metrics,
- associate said performance metrics and said rewards status with a scorecard,
- transmit data representative of said scorecard to a client for real-time presentation of said scorecard for consideration by a user using said client, said scorecard including said performance metrics and said rewards status configured to indicate a real-time relationship between said performance metrics and said rewards status.
Dependencies are inferred from the claim text.