Efficiency report incorporating communication switch statistics
AssigneeAT&T Intellectual Property I, L.P.
InventorJane Smith Parker
Life of this patent
Estimating the term…
Abstract
Systems, apparatuses, methods, and media for generating an efficiency report in a communication service center are provided. According to the systems, apparatuses, methods, and media, communication statistics of an operator are obtained from a communication database. Work statistics of the operator are also obtained. An entry code that corresponds to an input statistic of the operator is received. The communication statistics, the work statistics, and the input statistic of the operator are integrated, and the efficiency report is generated based on the integrating of the communication statistics, the work statistics, and the input statistic of the operator.
Claims19
An apparatus for generating an efficiency report in a communication service center, the apparatus comprising:
- a processor;
- and
- a memory storing instructions that, when executed by the processor, cause the processor to perform operations including:
- obtaining communication statistics of an operator from a communication database, and generating a quantity parameter based on the communication statistics of the operator;
- obtaining work statistics of the operator, and generating a quality parameter based on the work statistics and the input statistic of the operator;
- receiving an entry code, the entry code corresponding to an input statistic of the operator;
- integrating the quantity parameter, the quality parameter, and the input statistic of the operator;
- and
- generating the efficiency report based on the integrating of the quantity parameter, the quality parameter, and the input statistic of the operator.
A method for generating an efficiency report in a communication service center, the method comprising:
- obtaining communication statistics of an operator from a communication database, and generating a quantity parameter based on the communication statistics of the operator;
- obtaining work statistics of the operator, and generating a quality parameter based on the work statistics and the input statistic of the operator;
- receiving an entry code, the entry code corresponding to an input statistic of the operator;
- integrating, with a processor, the quantity parameter, the quality parameter, and the input statistic of the operator;
- and
- generating the efficiency report based on the integrating of the quantity parameter, the quality parameter, and the input statistic of the operator.
A non-transitory computer-readable medium having an executable computer program for generating an efficiency report in a communication service center that, when executed by a processor, causes the processor to perform operations comprising:
- obtaining communication statistics of an operator from a communication database, and generating a quantity parameter based on the communication statistics of the operator;
- obtaining work statistics of the operator, and generating a quality parameter based on the work statistics and the input statistic of the operator;
- receiving an entry code, the entry code corresponding to an input statistic of the operator;
- integrating the quantity parameter, the quality parameter, and the input statistic of the operator;
- and
- generating the efficiency report based on the integrating of the quantity parameter, the quality parameter, and the input statistic of the operator.
Dependencies are inferred from the claim text.