Real-time monitoring of agent adherence

摘要

A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.

主权项

1. A method, comprising:
collecting, by a web application server of a real-time monitoring system, events and data for an agent from a scheduling system and a phone router; collecting, by a server of the real-time monitoring system, events and data for the agent from the phone router, wherein the phone router comprises a phone skill name that the agent is currently taking calls for and comprises a state of the agent's phone at that time, the state of the agent's phone comprising active or inactive on the phone router, the phone skill name comprising a skill name the agent is currently working; collecting, by the web application server of the real-time monitoring system, time keeping events and data from a time keeping system, the time keeping data comprising clocked-in time, clocked-out time, lunch time and break time, the time keeping events comprising whether the agent is out on break, on lunch or sick; normalizing the events, data, the time keeping data of multiple data formats and generating normalized data and at least one user interface comprising the normalized data, by a server side process of the real-time monitoring system; and wherein the at least one user interface is one of a staff application user interface and a desktop application user interface; providing the normalized data to a message broker of the real-time monitoring system; presenting, by the message broker, at least one view of the at least one user interface of the normalized events and data to one of the staff application user interface and the desktop application user interface; wherein the display of details for the particular skill of the at least one agent comprises details of the at least one agent for the particular skill, and wherein the details comprise an adherence state, a reason for being out of adherence, an adherence percentage, and a working skill; wherein the reason for being out of adherence comprises a number of agents inactive on the switch, working but not scheduled, working and schedule mismatch, working the wrong skill, clocked in but not working and not scheduled, on break but working, at lunch but working and clocked out but scheduled; wherein the display of details for a particular agent comprises working skills of the particular agent, and adherence history of the particular agent; and periodically fetching the events and data from the phone router, including a change to at least one of the phone skill name that the agent is currently taking calls for and a change to the phone state of the agent; wherein the at least one view comprises: at least one level of display, wherein the at least one level of display includes a display of details across a plurality of sites, a display of details for a particular site, a display of details for a particular skill, and a display of details for a particular agent; and wherein the display of details for the particular site comprises details of at least one agent in the particular site, wherein the details comprises an adherence percentage, a reason for not being in adherence, a working skill of the at least one agent, a scheduled skill of the at least one agent, a time clock state of the at least one agent, real-time statistics for the particular site, the real-time statistics comprise a number of total agents, a number of agents scheduled, a number of agents clocked-in, a number of working agents, a number of agents who are inactive on a switch, a number of agents who are working but not scheduled, a number of agents who are working a wrong skill, a percentage of agents in adherence, and a number of agents out of adherence.