Graphical tool, system, and method for visualizing agent performance
OwnerKim Cooperinventor
Life of this patent
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Abstract
An embodiment of a computer-implemented user-interface includes a display of performance metrics indicative of a performance level of a contact center agent, a display of at least one performance threshold, the performance level of the agent being displayed in relation to the performance threshold, and a visual indication of the performance threshold being associated with at least one contribution level of the contact center agent to a contact center. In some embodiments, the display of the performance metrics and the display of the performance threshold are in the form of at least one graphical performance gauge.
Claims35
A computer-implemented user interface comprising:
- a display of performance metrics indicative of a performance level of a contact center agent;
- a display of at least one performance threshold, said performance level of the agent being displayed in relation to said at least one performance threshold;
- and
- a visual indication of said at least one performance threshold being associated with at least one contribution level of the contact center agent to a contact center.
A system comprising:
- a listener subsystem configured to acquire statistics from at least one contact center data source, said statistics including performance information and expenses information associated with a contact center agent;
- 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, and
- transmit data representative of said performance metrics to a client for presentation;
- wherein said performance metrics include a visual indication of a relationship between a performance level and expenses associated with the agent.
A method comprising:
- acquiring statistics from at least one contact center data source, said statistics including performance information and expenses information associated with a contact center agent;
- and
- 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 the client, wherein said performance metrics include a visual indication of a relationship between a performance level and expenses associated with the agent.
Dependencies are inferred from the claim text.