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IN2013MU03979A - - Google Patents

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Publication number
IN2013MU03979A
IN2013MU03979A IN3979MU2013A IN2013MU03979A IN 2013MU03979 A IN2013MU03979 A IN 2013MU03979A IN 3979MU2013 A IN3979MU2013 A IN 3979MU2013A IN 2013MU03979 A IN2013MU03979 A IN 2013MU03979A
Authority
IN
India
Prior art keywords
kpis
weighted sum
contact center
key performance
method includes
Prior art date
Application number
Inventor
Shaffer Shmuel
Mccormack Tony
Original Assignee
Avaya Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Avaya Inc filed Critical Avaya Inc
Publication of IN2013MU03979A publication Critical patent/IN2013MU03979A/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/401—Performance feedback
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Input From Keyboards Or The Like (AREA)

Abstract

A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level.
IN3979MU2013 2013-06-24 2013-12-19 IN2013MU03979A (en)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US13/925,024 US8948369B2 (en) 2013-06-24 2013-06-24 Method and system for optimizing performance within a contact center

Publications (1)

Publication Number Publication Date
IN2013MU03979A true IN2013MU03979A (en) 2015-08-21

Family

ID=52110933

Family Applications (1)

Application Number Title Priority Date Filing Date
IN3979MU2013 IN2013MU03979A (en) 2013-06-24 2013-12-19

Country Status (2)

Country Link
US (1) US8948369B2 (en)
IN (1) IN2013MU03979A (en)

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US9609135B2 (en) 2012-03-07 2017-03-28 Newvoicemedia Limited Day-level SLA-based routing
US9130832B1 (en) 2014-10-09 2015-09-08 Splunk, Inc. Creating entity definition from a file
US9210056B1 (en) 2014-10-09 2015-12-08 Splunk Inc. Service monitoring interface
US9146962B1 (en) 2014-10-09 2015-09-29 Splunk, Inc. Identifying events using informational fields
US10417225B2 (en) 2015-09-18 2019-09-17 Splunk Inc. Entity detail monitoring console
US10193775B2 (en) * 2014-10-09 2019-01-29 Splunk Inc. Automatic event group action interface
US11200130B2 (en) 2015-09-18 2021-12-14 Splunk Inc. Automatic entity control in a machine data driven service monitoring system
US11671312B2 (en) 2014-10-09 2023-06-06 Splunk Inc. Service detail monitoring console
US9491059B2 (en) 2014-10-09 2016-11-08 Splunk Inc. Topology navigator for IT services
US9158811B1 (en) 2014-10-09 2015-10-13 Splunk, Inc. Incident review interface
US10235638B2 (en) 2014-10-09 2019-03-19 Splunk Inc. Adaptive key performance indicator thresholds
US9760240B2 (en) 2014-10-09 2017-09-12 Splunk Inc. Graphical user interface for static and adaptive thresholds
US11755559B1 (en) 2014-10-09 2023-09-12 Splunk Inc. Automatic entity control in a machine data driven service monitoring system
US11455590B2 (en) 2014-10-09 2022-09-27 Splunk Inc. Service monitoring adaptation for maintenance downtime
US9245057B1 (en) 2014-10-09 2016-01-26 Splunk Inc. Presenting a graphical visualization along a time-based graph lane using key performance indicators derived from machine data
US10592093B2 (en) 2014-10-09 2020-03-17 Splunk Inc. Anomaly detection
US10505825B1 (en) * 2014-10-09 2019-12-10 Splunk Inc. Automatic creation of related event groups for IT service monitoring
US11296955B1 (en) 2014-10-09 2022-04-05 Splunk Inc. Aggregate key performance indicator spanning multiple services and based on a priority value
US11087263B2 (en) 2014-10-09 2021-08-10 Splunk Inc. System monitoring with key performance indicators from shared base search of machine data
US11275775B2 (en) 2014-10-09 2022-03-15 Splunk Inc. Performing search queries for key performance indicators using an optimized common information model
US10447555B2 (en) 2014-10-09 2019-10-15 Splunk Inc. Aggregate key performance indicator spanning multiple services
US10536353B2 (en) 2014-10-09 2020-01-14 Splunk Inc. Control interface for dynamic substitution of service monitoring dashboard source data
US10209956B2 (en) * 2014-10-09 2019-02-19 Splunk Inc. Automatic event group actions
US9864797B2 (en) 2014-10-09 2018-01-09 Splunk Inc. Defining a new search based on displayed graph lanes
US11501238B2 (en) 2014-10-09 2022-11-15 Splunk Inc. Per-entity breakdown of key performance indicators
US10474680B2 (en) 2014-10-09 2019-11-12 Splunk Inc. Automatic entity definitions
US10417108B2 (en) 2015-09-18 2019-09-17 Splunk Inc. Portable control modules in a machine data driven service monitoring system
US9146954B1 (en) 2014-10-09 2015-09-29 Splunk, Inc. Creating entity definition from a search result set
US10305758B1 (en) 2014-10-09 2019-05-28 Splunk Inc. Service monitoring interface reflecting by-service mode
US9967351B2 (en) 2015-01-31 2018-05-08 Splunk Inc. Automated service discovery in I.T. environments
US10198155B2 (en) * 2015-01-31 2019-02-05 Splunk Inc. Interface for automated service discovery in I.T. environments
US10345764B2 (en) 2015-04-27 2019-07-09 Baker Hughes, A Ge Company, Llc Integrated modeling and monitoring of formation and well performance
US10370941B2 (en) * 2015-04-27 2019-08-06 Baker Hughes, A Ge Company, Llc Well performance index method for evaluating well performance
WO2017106513A1 (en) 2015-12-18 2017-06-22 Baker Hughes Incorporated Integrated modeling and simulation of formation and well performance
US10306490B2 (en) * 2016-01-20 2019-05-28 Netscout Systems Texas, Llc Multi KPI correlation in wireless protocols
US10942946B2 (en) 2016-09-26 2021-03-09 Splunk, Inc. Automatic triage model execution in machine data driven monitoring automation apparatus
US10942960B2 (en) 2016-09-26 2021-03-09 Splunk Inc. Automatic triage model execution in machine data driven monitoring automation apparatus with visualization
US10582055B2 (en) 2017-06-27 2020-03-03 Genesys Telecommunications Laboratories, Inc. System and method for managing contact center system
US11093518B1 (en) 2017-09-23 2021-08-17 Splunk Inc. Information technology networked entity monitoring with dynamic metric and threshold selection
US11106442B1 (en) 2017-09-23 2021-08-31 Splunk Inc. Information technology networked entity monitoring with metric selection prior to deployment
US11159397B2 (en) 2017-09-25 2021-10-26 Splunk Inc. Lower-tier application deployment for higher-tier system data monitoring
US11128754B1 (en) 2020-11-16 2021-09-21 Allstate Insurance Company Machine learning system for routing optimization based on historical performance data
US11676072B1 (en) 2021-01-29 2023-06-13 Splunk Inc. Interface for incorporating user feedback into training of clustering model
US20240028999A1 (en) * 2022-07-25 2024-01-25 Verizon Patent And Licensing Inc. Systems and methods for maintaining key performance indicator targets of a contact center

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* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6741698B1 (en) * 2000-01-27 2004-05-25 Avaya Technology Corp. Call management system using dynamic threshold adjustment
US6956941B1 (en) * 2000-04-12 2005-10-18 Austin Logistics Incorporated Method and system for scheduling inbound inquiries
US20140120961A1 (en) * 2012-10-26 2014-05-01 Lookout, Inc. System and method for secure message composition of security messages

Also Published As

Publication number Publication date
US20140376710A1 (en) 2014-12-25
US8948369B2 (en) 2015-02-03

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