| 主权项 |
1. A computer-implemented method of monitoring processes performed by a contact service representative (CSR) in a call center, the method comprising:
tracking one or more applications executed on a CSR computing device to identify a process currently performed by the CSR, wherein the process includes one or more tasks, wherein the process is associated with one or more key performance indicators (KPIs); relating the process currently performed by the CSR to at least one KPI threshold; monitoring, by a module installed on the CSR computing device, a progress of the process currently being performed by the CSR; determining, in real-time and based on the progress, whether or not the KPI threshold was breached; providing, in real-time, data related to the breached KPI threshold to an expert computing device; recording activity related to assistance provided in real-time by an expert to the CSR in relation to the breached KPI threshold; and receiving, in real-time, at the expert computing device, feedback information related to the assistance provided to the CSR in relation to the breached KPI threshold. |
