SYSTEMS AND METHODS FOR MONITORING AND PRIORITIZING METRICS WITH DYNAMIC WORK ISSUE REASSIGNMENT

摘要

A metrics optimization system for managing key performance indicators (KPIs) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPIs of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPIs based on predefined rules. The metrics optimization system further includes a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs. The metrics optimization system further includes an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor.

主权项

1. A metrics optimization system for managing key performance indicators (KPIs) of a contact center, the metrics optimization system comprising:
a monitoring module configured to monitor the KPIs of agents and work items; a ranking module configured to rank the monitored KPIs based on predefined rules; a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs; an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs; and an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor.