发明名称 |
MULTIDIMENSIONAL INSIGHTS ON CUSTOMER SERVICE DYNAMICS |
摘要 |
The disclosed embodiments provide a system for processing data. During operation, the system obtains a set of key performance indicators (KPI) for one or more customer service representatives, wherein the set of KPIs includes a number of cases (e.g., solved cases, reopened cases, handled cases, and/or routed cases) per queue hour. Next, the system uses the set of KPIs to display a graphical user interface (GUI) comprising a chart of a two-dimensional performance measurement for the one or more customer service representatives. The system then displays, in the chart, a first axis representing a productivity KPI comprising the number of cases per queue hour and a second axis representing an additional KPI from the set of KPIs. |
申请公布号 |
US2017109679(A1) |
申请公布日期 |
2017.04.20 |
申请号 |
US201514887208 |
申请日期 |
2015.10.19 |
申请人 |
LinkedIn Corporation |
发明人 |
Zhao Rui;Kuan Chi-Yi;Guenther Jennifer E.;Veeramreddy Narasimha R. |
分类号 |
G06Q10/06;G06Q30/00;H04L12/26 |
主分类号 |
G06Q10/06 |
代理机构 |
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代理人 |
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主权项 |
1. A method, comprising:
obtaining a set of key performance indicators (KPI) for one or more customer service representatives, wherein the set of KPIs comprises a number of cases per queue hour; using the set of KPIs to display, by a computer system, a graphical user interface (GUI) comprising a chart of a two-dimensional performance measurement for the one or more customer service representatives; and displaying, in the chart, a first axis representing a productivity KPI comprising the number of cases per queue hour and a second axis representing an additional KPI from the set of KPIs. |
地址 |
Mountain View CA US |