System and method to diagnose and improve representative and organizational performance

摘要

A computer-readable storage medium containing a data server application, which when executed on a processor is configured to perform an operation providing a view of performance data based on multiple performance rating criteria for evaluating multiple customer service agents across an enterprise. The operation may include receiving data corresponding to call handling for a first agent from the multiple agents and processing the received data to generate performance data for the first agent based on process steps followed by the first agent for handling a call type. The operation also includes assigning a color scheme to the process steps depending on the importance of the steps to an enterprise and transmitting a signal to display agent performance data based on the color scheme and indicative of steps missed by the first agent.

主权项

1. A computer-readable storage medium containing a data server application, which when executed on a processor is configured to perform an operation providing a view of performance data based on a plurality of performance rating criteria for evaluating a plurality of customer service agents across an enterprise, the operation comprising:
receiving data corresponding to call handling for a first agent from said plurality of agents; processing said received data to generate performance data for said first agent based on process steps followed by said first agent for handling a call type; assigning a color scheme to process steps depending on the importance of the steps to an enterprise; and transmitting a signal to display agent performance data based on said color scheme and indicative of steps missed by said first agent.