摘要 |
<p>This invention relates generally to contact centers, also variously referred to as call centers, automatic call distribution systems, and telemarketing systems, and relates specifically to performance-monitoring of such centers. Existing contact-center monitoring arrangements tend to have a narrow focus and tend to concentrate either on call routing or on monitoring a limited set of attributes while the contact center is operational. An arrangement (100) for monitoring contact-center (104-108) performance automates the monitoring process by using a database schema (250-270) that records (200-224) the contact center to be monitored, its skills, the locations where the skills are located (in the case of a distributed contact center), the objective or target value for a given skill attribute (such as average speed of answer, maximum delay, etc.), the acceptable deviation from the objective (tolerance), the maximum acceptable deviation between locations (in the case of a distributed contact center), the periodicity or frequency of the monitoring, and the comparison operator needed to determine how a given observed or actual value for the skill attribute is to be compared with its specified objective and tolerance. The performance metric determination is thus dynamic: that is, performance is determined "on the fly" at run time at the time that the contact center is polled for performance-indicative data, and there is no a-priori fixed formula of how to compare an observed skill-attribute value with its specified objective and tolerance to determine a metric for a specified contact center. The result of each poll is sent to a party that is responsible for the contact center, such as a requestor who requested the monitoring.</p> |