Method and system for real-time reporting of performance metrics for multi-agents in an omni-channel contact center - Patents.com

Abstract

A method and system for reporting customer call metrics for a multi-service agent using multiple servicing applications in a contact center environment is provided. The method of the present invention includes the steps of receiving a service request call from a customer, determining an application applicable to handling the service request call from among a plurality of predetermined applications, monitoring the service request call to obtain information on call timing and events occurring during the call, determining call-specific performance indicators such as holding time and / or number of transfers and / or idle time based on the information obtained by the monitoring at the end of the service request call, and reporting the performance indicators to a repository. Performance indicators for each operator assigned to handle the call may also be determined.

Description

Related Applications

[0001] This application claims priority to U.S. Application No. 17 / 363,984, filed June 30, 2021, the entire contents of which are incorporated by reference. [Technical field]

[0002] The present technology relates generally to a method and system for reporting customer call related metrics, and more particularly to a method and system for reporting customer call related metrics for fungible operators or agents using multiple servicing applications in a contact center environment. [Background technology]

[0003] For large enterprise organizations with many customers, customer service is a critical aspect of business operations. Customers generally expect that their service requests will be handled on time and accurately. If an enterprise organization does not provide such customer service, the organization's reputation can be adversely affected.

[0004] Many service requests by customers are made online via the Internet. To accommodate such requests, business organizations may utilize contact centers that facilitate the delivery of various servicing applications from various parts of the organization. Summary of the Invention [Problem to be solved by the invention]

[0005] However, due to the diversity of applications and the overall scale of the business, software developers can face challenges in integrating newly developed applications with other parts of the software suite that delivers contact center services.

[0006] In contact centers, specialists take calls from multiple LOB (line of business) servicing applications and provide services from the various servicing applications to different customers in a single call. When a specialist uses various servicing applications in a single call, it is difficult to track performance indicators such as the average handling time and average call time of a specific type of servicing application among the multiple servicing applications used by the specialist in a single call. Meanwhile, typical contact center reporting solutions use routing-related information to calculate statistics for operators and queues. Such conventional reporting solutions are implemented based only on one specific servicing application applied to the customer depending on the type of call determined by the routing system. If a different servicing application is required, the specialist transfers the customer to another virtual queue with a different, more experienced operator. To reduce the number of transfers required and improve customer experience, specialists in a multi-service contact center can utilize multiple servicing applications as well as handle different types of servicing requests depending on the purpose of the customer's inquiry.

[0007] Therefore, there is a need for a method and system for reporting customer call metrics for a multi-service agent with multiple servicing applications in a contact center environment. [Means for solving the problem]

[0008] The present disclosure, through one or more various aspects and / or embodiments and / or specific configurations or subcomponents, provides various systems, servers, devices, methods, media, programs, and platforms that report evaluation metrics related to customer calls for agents who can handle a wide range of services using multiple servicing applications in a contact center environment.

[0009] In one aspect of the present disclosure, a method for reporting evaluation indicators related to customer calls for an agent capable of handling a wide variety of services using multiple servicing applications in a contact center environment is provided. The method is implemented in at least one processor. The method includes the steps of: receiving a service request call from a first customer by the at least one processor; determining at least one application applicable to handling the service request call from a predetermined number of applications by the at least one processor; monitoring the service request call by the at least one processor to obtain information on a timing of the service request call, at least one event occurring during the service request call, and at least one output of the at least one application; determining at least one call-specific evaluation indicator based on the information obtained as a result of the monitoring by the at least one processor at the end of the service request call; and reporting the determined at least one call-specific evaluation indicator to a predetermined reporting destination by the at least one processor.

[0010] The at least one call-specific evaluation indicator may be at least one of hold time, call duration, average handling time, call purpose, call result, answering speed, number of calls disconnected by calling party, number of unanswered calls, number of handled calls, average time for after-call work, call hold rate, average time for calls on hold, post-call work rate of average handling time, number and percentage of forwarded calls, number and percentage of video calls, total percentage of forwarded or video calls, service level rate, number of forwardings, idle time, number of calls, type of servicing application applied to each service request during a call (by operator department / team leader), and number of call recordings.

[0011] Additionally, the at least one call-specific performance metric may comprise a daily service level summary, average handling time, average response speed, call allocation, number of calls handled, a summary and / or average of the performance metrics over a predetermined period, e.g., 30 minutes, 8 hours a day, 1 week, 1 month, etc. Furthermore, targets and thresholds for both call-specific and time-specific reports are calculated and displayed in real time to the operators and team leaders for monitoring and appropriate action.

[0012] The method may further comprise generating trends from such aggregations for use in workforce management forecasting.

[0013] The method may further comprise the steps of identifying an operator assigned to process the service request call; and calculating at least one agent-specific evaluation index based on the determined at least one call-specific evaluation index and pre-stored agent-specific evaluation index data.

[0014] The method may further comprise collecting at least one metadata item related to the service request call, the at least one metadata item may comprise at least one of telephone data, user profile data related to the identified operator, an identification of each of the at least one application, and information related to whether the identified operator performed a look-up function during the service request call.

[0015] The method may further include displaying a user interface on a display unit corresponding to the identified operator, the user interface including information regarding the service request call and information regarding a series of past interactions corresponding to the first customer.

[0016] The at least one application may comprise a first application applicable to respond to a first aspect of the service request call, and at least a second application applicable to respond to a second aspect of the service request call.

[0017] The at least one call-specific performance metric may comprise a first call-specific performance metric related to the first aspect of the service request call, and at least a second call-specific performance metric related to the second aspect of the service request call.

[0018] The method may further comprise performing the monitoring and reporting using a container application configured to facilitate interaction between each of the predetermined plurality of applications.

[0019] In addition, the container application may display a customer journey including multiple applications and the disposition of each application according to the customer's purpose or inquiry within the same call that the operator is handling with the customer, and meet the customer's purpose by linking it to the series of past responses in the customer's journey.

[0020] The at least one call specific metric may also include the amount of time and actions taken to reach a business transaction within the servicing application. These metrics may be collected as part of clickstream events along with customer device, first use, etc. data and delivered to an analyzed big data system with business insight visualization.

[0021] In another exemplary embodiment, a computing device for reporting performance indicators related to customer calls is provided, the computing device including a processor, a memory, and a communication interface connected to each of the processor and the memory. The processor is configured to receive a service request call from a first customer via the communication interface, determine at least one application applicable to handling the service request call from among a predetermined number of applications, monitor the service request call to obtain information regarding a timing of the service request call, at least one event occurring during the service request call, and at least one output of the at least one application, determine at least one call-specific performance indicator based on the information obtained as a result of the monitoring at the end of the service request call, and report the determined at least one call-specific performance indicator to a predetermined reporting destination.

[0022] The at least one call-specific evaluation indicator may be at least one of hold time, call duration, average handling time, call purpose, call result, answering speed, number of calls disconnected by calling party, number of unanswered calls, number of handled calls, average time for after-call work, call hold rate, average time for calls on hold, post-call work rate of average handling time, number and percentage of forwarded calls, number and percentage of video calls, total percentage of forwarded or video calls, service level rate, number of forwardings, idle time, number of calls, type of servicing application applied to each service request during a call (by operator department / team leader), and number of call recordings.

[0023] The processor may further be configured to identify an operator assigned to process the service request call, and calculate at least one operator-specific performance index based on the determined at least one call-specific performance index and pre-stored operator-specific performance index data.

[0024] The processor may further be configured to collect at least one metadata item related to the service request call, where the at least one metadata item may comprise at least one of telephone data, user profile data related to the identified operator, an identification of each of the at least one application, and information related to whether the identified operator performed a search function during the service request call.

[0025] The processor may further be configured to display a user interface on a display unit corresponding to the identified operator, the user interface including information regarding the service request call and information regarding a series of past interactions corresponding to the first customer.

[0026] The at least one application may comprise a first application applicable to respond to a first aspect of the service request call, and at least a second application applicable to respond to a second aspect of the service request call.

[0027] The at least one call-specific performance metric may comprise a first call-specific performance metric related to the first aspect of the service request call, and at least a second call-specific performance metric related to the second aspect of the service request call.

[0028] The processor may be further configured to perform the monitoring and reporting using a container application configured to facilitate interaction between each application of the predetermined plurality.

[0029] The container passes reporting metrics collected for each set of applications to the contact center reporting system and attaches them as metadata for record identification and analysis, and can also be used as metadata to enhance the customer experience when the customer is transferred or the next contact is made.

[0030] In yet another exemplary embodiment, a non-transitory computer-readable storage medium having instructions for reporting performance metrics related to customer calls is provided, the storage medium having executable code that, when executed by a processor, causes the processor to perform the following steps: receiving a service request call from a first customer; determining at least one application from a predetermined number of applications that is applicable to handle the service request call; monitoring the service request call to obtain information regarding a timing of the service request call, at least one event occurring during the service request call, and at least one output of the at least one application; determining at least one call-specific performance metric based on a result of the monitoring upon completion of the service request call; and reporting the determined at least one call-specific performance metric to a predetermined reporting destination, respectively.

[0031] The executable code may further be configured to cause the processor to execute: identifying an operator assigned to process the service request call; and calculating at least one operator-specific performance index based on the determined at least one call-specific performance index and pre-stored operator-specific performance index data.

[0032] The executable code may further be configured to cause the processor to: display, on a display unit corresponding to the identified operator, a user interface including information regarding the service request call and information regarding a series of past interactions corresponding to the first customer.

[0033] The at least one application may comprise a first application applicable to respond to a first aspect of the service request call, and at least a second application applicable to respond to a second aspect of the service request call.

[0034] In the following detailed description, the present disclosure will be further explained by way of non-limiting examples of preferred embodiments thereof with reference to the following figures, in which like reference numerals refer to like structures / components throughout: [Brief description of the drawings]

[0035] [Figure 1] FIG. 1 illustrates an example of a computer system. [Diagram 2] FIG. 1 illustrates an example of a network environment. [Diagram 3] FIG. 1 illustrates an example of a system for implementing a method for reporting customer call metrics for a multi-service agent using multiple servicing applications in a contact center environment. [Figure 4] FIG. 1 is a flow diagram illustrating an example process for implementing a method for reporting customer call metrics for a multi-service agent using multiple servicing applications in a contact center environment. [Diagram 5] FIG. 1 is an architecture diagram of a system implementing a method for reporting customer call metrics for a multi-service agent with multiple servicing applications in a contact center environment in an exemplary embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0036] The present disclosure, through one or more of its various aspects and / or embodiments and / or specific configurations or subcomponents, provides at least one of the advantages detailed above and / or hereinafter.

[0037] Also, the examples may be embodied as one or more non-transitory computer-readable mediums having stored thereon instructions for one or more aspects of the technology illustratively shown and described herein, including executable code that, in some examples, when executed by at least one processor, causes the processor to perform the steps necessary to implement the method of the examples of the technology illustrated and described herein.

[0038] 1 is an example of a system that may be used in accordance with embodiments described herein. The system 100 is depicted generally and may include a computer system 102, which is also depicted generally.

[0039] The computer system 102 may include instructions that, when executed, may cause the computer system 102 to perform any one or more of the methods or computer-based functions disclosed herein, either alone or in cooperation with other devices described herein. The computer system 102 may operate as a stand-alone device or may be connected to other systems or peripherals. For example, the computer system 102 may comprise or be included within any one or more computers, servers, systems, communication networks, or cloud environments. Moreover, the instructions may operate within such a cloud-based computing environment.

[0040] When deployed in a network, computer system 102 may operate in the capacity of a server or as a client user's computer in a server-client user network environment, as a client user's computer in a cloud computing environment, or as a peer computer system in a peer-to-peer (or distributed) network environment. Computer system 102, or portions thereof, may be implemented as or incorporated into a variety of devices, such as personal computers, tablet computers, set-top boxes, personal digital assistants, mobile devices, palmtop computers, laptop computers, stationary computers, communications devices, wireless smart phones, personal trusted devices, wearable devices, global positioning satellite (GPS) devices, web appliances, or any other machine capable of executing instructions (e.g., sequential instructions) that define operations to be performed by the computer system. Although only one computer system 102 is shown, alternative embodiments may include any collection of systems or subsystems that individually or collectively execute instructions or perform functions. Throughout this disclosure, the term "system" should be interpreted to encompass any collection of systems or subsystems that individually or collectively execute one or more instructions to perform one or more computer functions.

[0041] As shown in FIG. 1, the computer system 102 may include at least one processor 104. The processor 104 is tangible and non-transient. The term "non-transient" as used herein should be interpreted as referring to the nature of a state that persists for some period of time, rather than the nature of a state that is permanent. Specifically, the term "non-transient" negates the nature of something that is temporary, such as a particular carrier wave or signal, which exists only transiently at any time and place. The processor 104 is a component of an article of manufacture and / or machine. The processor 104 is configured to execute software instructions to perform functions as described in the embodiments herein. The processor 104 may be a general-purpose processor or may be part of an application specific integrated circuit (ASIC). The processor 104 may also be a microprocessor, a microcomputer, a processor chip, a controller, a microcontroller, a digital signal processor (DSP), a state machine, or a programmable logic device. The processor 104 may also be a logic circuit, such as a programmable gate array (PGA), such as a field programmable gate array (FPGA), or other type of circuitry consisting of discrete gates and / or transistor logic. The processor 104 may be a central processing unit (CPU), a graphics processing unit (GPU), or both. Any of the processors described herein may also be multiple processors, parallel processors, or both. Multiple processors may be included in or connected to a single device, or multiple devices may be included in or connected to multiple devices.

[0042] The computer system 102 may further include a computer memory 106. The computer memory 106 may be a communicable static memory, a dynamic memory, or both. A memory, as described herein, is a tangible storage medium capable of storing data and executable instructions, and is non-transient as long as the instructions are stored therein. Again, the term "non-transient" as used herein should be interpreted as referring to the nature of a state that persists for some period of time, rather than the nature of a state that is permanent. Specifically, the term "non-transient" negates the nature of a temporary state, such as a particular carrier wave or signal, which exists only transiently at any time and place. The memory is a component of an article of manufacture and / or a machine. A memory, as described herein, is a computer-readable medium from which data and executable instructions can be read by a computer. The memory described herein may be any form of storage medium known in the art, such as random access memory (RAM), read only memory (ROM), flash memory, electrically programmable read only memory (EPROM), electrically erasable programmable read only memory (EEPROM), registers, hard disk, cache, removable disk, tape, compact disk read only memory (CD-ROM), digital versatile disk (DVD), floppy disk, Blu-ray disk, etc. The memory may be volatile or non-volatile memory, and may be secure and / or encrypted, or non-secure and / or unencrypted. Of course, the computer memory 106 may be any combination of memories or may be a single storage.

[0043] The computer system 102 may further include a display 108. The display 108 may be any type of display, such as a liquid crystal display (LCD), an organic light emitting diode (OLED), a flat panel display, a solid state display, a cathode ray tube (CRT), a plasma display, etc. Examples of such displays are well known to those skilled in the art.

[0044] The computer system 102 may further include one or more input devices 110, such as a keyboard, a touch input screen or pad, voice input, a mouse, a remote control device consisting of a wireless keypad, a microphone coupled to a voice recognition engine, a camera such as a video camera or a still camera, a cursor control device, a global positioning system (GPS) device, an altimeter, a gyroscope, an accelerometer, a proximity sensor, or any combination thereof. Those skilled in the art will appreciate that embodiments of the computer system 102 may include more than one input device 110. Additionally, those skilled in the art will appreciate that the above examples of input devices 110 are not exhaustive and that the computer system 102 may include any additional or alternative input device 110.

[0045] Computer system 102 may further include a media reader 112 configured to read any one or more instructions (e.g., software, etc.) from any memory described herein. The instructions may be used to implement one or more methods or processes described herein when executed by a processor. In a particular embodiment, the instructions may reside, in whole or at least in part, in memory 106 and / or in media reader 112 and / or in processor 110 while executing on computer system 102.

[0046] Computer system 102 may further include any additional devices, components, parts, peripherals, hardware, software, or any combination thereof, that are commonly understood and known to be included with or within a computer system, such as, but not limited to, a network interface 114, output device(s) 116, etc. Output device(s) 116 may be, but is not limited to, speakers, audio output, video output, remote control output, printer, or any combination thereof.

[0047] The components of the computer system 102 may communicate with each other via a communications link such as a bus 118. As shown in FIG. 1, the components may communicate with each other via an internal bus. However, one skilled in the art would recognize that any of the components may be connected via an expansion bus. Additionally, the bus 118 may enable communication according to any commonly understood and known standard, such as, but not limited to, peripheral component interconnect, peripheral component interconnect express, parallel advanced technology attachment, serial advanced technology attachment, or other standard.

[0048] The computer system 102 may communicate with one or more additional computer devices 120 via a network 122. The network 122 may be any network commonly understood and known in the art, such as, but not limited to, a local area network, a wide area network, the Internet, a telephone network, a short-range network, etc. The short-range network may be, for example, Bluetooth, Zigbee, infrared, short-range communication, ultraband, or any combination thereof. Those skilled in the art will appreciate that additional understood and known networks 122 may be used in addition or instead, and furthermore, examples of the network 122 are not limited to or exhaustively described above. Also, although the network 122 is depicted as a wireless network in FIG. 1, those skilled in the art will appreciate that the network 122 may be a wired network.

[0049] The further computing device 120 is depicted in FIG. 1 as a personal computer. However, those skilled in the art will appreciate that in alternative embodiments of the present application, the computing device 120 may be any device capable of executing a set of instructions (e.g., sequential instructions) that define the operations it is to perform, such as a laptop computer, a tablet PC, a personal digital assistant, a mobile device, a palmtop computer, a stationary computer, a communication device, a wireless phone, a personal trusted device, a web appliance, a server, and the like. Of course, those skilled in the art will appreciate that the above devices are merely exemplary, and that the device 120 may be any further device or apparatus that is commonly understood and known in the art and does not depart from the scope of the present application. For example, the computing device 120 may be the same as or similar to the computer system 102. Those skilled in the art will also appreciate that the device may be any combination of devices or apparatuses.

[0050] Of course, those skilled in the art will appreciate that the above-described components of computer system 102 are merely exemplary and not intended to be all-inclusive and / or comprehensive, and the above examples of such components are also merely exemplary and not intended to be all-inclusive and / or comprehensive.

[0051] In embodiments of the present disclosure, the methods described herein may be implemented by a hardware computer system executing a software program. Also, as a non-limiting example embodiment, the implementation may comprise distributed processing, component / object distributed processing, or parallel processing. A virtual computer system processing may be constructed to implement one or more of the methods or functions described herein, and the processors described herein may be used to support a virtual processing environment.

[0052] As described herein, the embodiments provide an optimized method and system for reporting customer call related metrics for a multi-service agent with multiple servicing applications in a contact center environment.

[0053] Referring to Figure 2, there is shown a schematic diagram of an example of a network environment 200 for implementing a method for reporting customer call metrics for a multi-agent service using multiple servicing applications in a contact center environment. In an exemplary embodiment, the method can be implemented on any networked computing platform, such as a personal computer (PC).

[0054] The method for reporting customer call metrics for a multi-agent service using multiple servicing applications in a contact center environment may be implemented by a Servicing Application Call Metrics Reporting (SACMR) device 202. The SACMR device 202 may be the same as or similar to the computer system 102 described in connection with FIG. 1. The SACMR device 202 may store one or more applications that may include instructions executable by the SACMR device 202 to cause the SACMR device 202 to perform operations, such as sending and receiving network messages, and other operations as shown and described below with reference to the figures. The applications may be implemented as modules or components of other applications. The applications may also be implemented as operating system extensions, modules, plug-ins, etc.

[0055] Moreover, the application may run in a cloud-based computing environment. The application may run in or as one or more virtual machines or one or more virtual servers that may be operated in the cloud-based computing environment. The application, and even the SACMR device 202 itself, may be provided on one or more virtual servers operating in the cloud-based computing environment, rather than being tied to one or more specific physical network computing devices. The application may run on one or more virtual machines (VMs) that run on the SACMR device 202. In one or more embodiments of the present technology, the one or more virtual machines that run on the SACMR device 202 may be maintained or managed by a hypervisor.

[0056] In the network environment 200 of FIG. 2, a SACMR device 202 is connected to a number of server devices 204(1)-204(n) hosting a number of databases 206(1)-206(n), as well as a number of client devices 208(1)-208(n), via one or more communications networks 210. A communications interface (such as, for example, the network interface 114 of the computer system 102 of FIG. 1) of the SACMR device 202 is operatively connected to and communicates with the SACMR device 202 and / or the server devices 204(1)-204(n) and / or the client devices 208(1)-208(n), all of which are connected to one another via the communications network 210. However, other types and / or numbers of communications networks or systems, with other types and / or numbers of connections and / or configurations between other devices and / or elements, may be used.

[0057] The communication network 210 may be the same as or similar to the network 122 described in connection with FIG. 1. However, the SACMR device 202 and / or the server devices 204(1)-204(n) and / or the client devices 208(1)-208(n) may be connected to each other in a different topology. The network environment 200 may also include other network devices, such as one or more routers and / or switches, that are well known in the art (and thus not described herein). The present technology provides numerous advantages, such as an efficient method for reporting customer call metrics for a multi-agent with multiple servicing applications in a contact center environment, a non-transient computer-readable medium, a SACMR device, and the like.

[0058] By way of example only, communication network 210 may include one or more local area networks (LANs) or one or more wide area networks (WANs) and may utilize Ethernet or industry standard protocol TCP / IP, although other types and / or numbers of protocols and / or communication networks may be utilized. Communication network 210 of this example may utilize any suitable interface mechanism or network communication technology, such as, for example, any suitable form of communication traffic (e.g., voice, modem, etc.), the Public Switched Telephone Network (PSTN), an Ethernet-based Packet Data Network (PDN), or combinations thereof.

[0059] The SACMR device 202 may be a standalone device or may be integrated with one or more other devices or apparatuses (e.g., one or more of the server apparatuses 204(1)-204(n)). In a specific example, the SACMR device 202 may consist of one of the server apparatuses 204(1)-204(n) or may be hosted on one of the server apparatuses 204(1)-204(n), or other arrangements are possible. Also, one or more of the SACMR devices 202 may be in the same or separate communication networks, such as one or more public, private, or cloud networks.

[0060] The multiple server devices 204(1)-204(n) may be the same as or similar to the computer system 102 and computer device 120 described in connection with FIG. 1 and may have any configuration or combination of configurations described in connection with the same figure. For example, any of the server devices 204(1)-204(n) may have one or more processors, memories, communication interfaces, etc., which are connected to each other by a communication link such as a bus. However, other numbers and / or types of network devices may be used. The server devices 204(1)-204(n) of this example may process requests received from the SACMR device 202 over the communication network 210 according to, for example, HTTP-based and / or JavaScript Object Notation (JSON) protocols. However, other protocols may be used.

[0061] The server devices 204(1)-204(n) may be hardware or software, and may form a system with multiple servers in a pool that may consist of an internal network or an external network. The server devices 204(1)-204(n) host databases 206(1)-206(n). The databases 206(1)-206(n) are configured to store data related to operator-specific call servicing evaluation indexes and customer-specific call servicing.

[0062] Although server devices 204(1)-204(n) are depicted as individual devices, one or more of the processes of each of server devices 204(1)-204(n) may be distributed to one or more separate network computing devices that collectively constitute one or more of server devices 204(1)-204(n). Furthermore, server devices 204(1)-204(n) are not limited to any particular configuration. That is, server devices 204(1)-204(n) may be comprised of multiple network computing devices operating in a master / slave approach, where any of server devices 204(1)-204(n) operates to manage and / or coordinate the operation of the remaining network computing devices.

[0063] The server devices 204(1)-204(n) may operate as multiple network computing devices in, for example, a cluster architecture, a peer-to-peer architecture, a virtual machine, or a cloud architecture. In other words, the technology disclosed in this specification should not be construed as being limited to a single environment, and other configurations and architectures are also contemplated.

[0064] The client devices 208(1)-208(n) may also be the same as or similar to the computer system 102 or computer device 120 described in connection with FIG. 1 and may have any of the configurations or combinations of configurations described in connection with FIG. 1. For example, the client devices 208(1)-208(n) in this example may comprise any type of computing device capable of interacting with the SACMR device 202 via the communications network 210. That is, the client devices 208(1)-208(n) may be mobile computing devices, stationary computing devices, laptop computing devices, tablet computing devices, virtual machines (including cloud-based computers), etc., hosting, for example, chat applications, email applications, voice-to-text applications, etc. In an exemplary embodiment, at least one client device 208 is a wireless mobile communications device (i.e., a smartphone, etc.).

[0065] The client devices 208(1)-208(n) may execute an interface application, such as a standard web browser, a standalone client application, or the like. The interface application may provide an interface for communicating with the SACMR device 202 via the communication network 210 to exchange user requests and information. The client devices 208(1)-208(n) may further include a display device (e.g., a display screen, a touch screen, etc.) and / or an input device (e.g., a keyboard, etc.).

[0066] Although an exemplary network environment 200 is shown and described herein, which includes a SACMR device 202, server devices 204(1)-204(n), client devices 208(1)-208(n), and a communication network 210, other types and / or numbers of systems and / or devices and / or components and / or elements in other topologies may be used. Those skilled in the relevant art will appreciate that the example systems described herein are merely exemplary, as numerous variations are possible in the specific hardware and software used to implement the examples.

[0067] One or more of the devices depicted in the network environment 200, such as the SACMR device 202, the server devices 204(1)-204(n), and the client devices 208(1)-208(n), may be configured to operate as virtual instances on the same physical machine. That is, one or more of the SACMR device 202, the server devices 204(1)-204(n), and the client devices 208(1)-208(n) may operate on the same physical machine rather than as separate devices that communicate via the communication network 210. Also, the number of the SACMR device 202, the server devices 204(1)-204(n), and the client devices 208(1)-208(n) may be more or less than that depicted in FIG. 2.

[0068] Also, any system or device of any example may be replaced by two or more computing systems or devices, i.e., principles and advantages of distributed processing, such as redundancy and replication, may be implemented as appropriate to enhance robustness and performance of the device or system of each example. By way of example only, each example may be implemented by one or more computer systems extending across any suitable network, such as any suitable form of communications traffic (e.g., voice, modem, etc.) alone, wireless traffic networks, cellular traffic networks, packet data networks (PDNs), the Internet, intranets, combinations thereof, etc., via any suitable interface mechanism or traffic technology.

[0069] 3, the SACMR device 202 is shown and described as including a servicing application call metrics reporting module 302, the SACMR device 202 may include additional rules, policies, modules, databases, applications, etc. As described below, the contact center servicing fabric container module 302 is configured to implement a method for reporting customer call metrics for a multi-agent service using multiple servicing applications in a contact center environment.

[0070] 3 illustrates an example process 300 for implementing a reporting mechanism for customer call metrics for a multi-service agent using multiple servicing applications in a contact center environment using the network environment of FIG. 2. Specifically, a first client device 208(1) and a second client device 208(2) are illustrated as being in communication with the SACMR device 202. In this regard, the first client device 208(1) and the second client device 208(2) may be "clients" of the SACMR device 202 and are described as such herein. However, it is understood and known that the first client device 208(1) and / or the second client device 208(2) are not necessarily "clients" of the SACMR device 202 or any of the entities described herein in connection with the SACMR device 202. There may be additional or alternative relationships, or no relationships at all, between either or both of first client device 208(1) and second client device 208(2) and SACMR device 202.

[0071] Additionally, the SACMR device 202 is depicted as having access to an operator call performance metrics data repository 206(1) and a customer call servicing database 206(2). The servicing application call performance metrics reporting module 302 may be configured to access these databases to implement a method for reporting customer call performance metrics for multiple agents with multiple servicing applications in a contact center environment.

[0072] The first client device 208(1) may be, for example, a smartphone, etc. Of course, the first client device 208(1) may be any other device described herein. The second client device 208(2) may be, for example, a personal computer (PC), etc. Of course, the second client device 208(2) may also be any other device described herein.

[0073] The process may be performed over a communications network 210, which may be comprised of multiple networks as described above. For example, in one exemplary embodiment, either or both of the first client device 208(1) and the second client device 208(2) may communicate with the SACMR device 202 via broadband or cellular communications. Of course, these embodiments are merely illustrative and not limiting or exhaustive.

[0074] The servicing application call performance indicators reporting module 302 executes a process of reporting customer call performance indicators for an operator capable of handling a wide variety of calls using multiple servicing applications in a contact center environment by being started. A flow diagram 400 in FIG. 4 shows an example of a process of reporting customer call performance indicators for an operator capable of handling a wide variety of calls using multiple servicing applications in a contact center environment.

[0075] In the process 400 of FIG. 4, in step S402, the servicing application call metrics reporting module 302 receives a service request call from a customer. In step S404, the call is assigned to an operator (or agent), and the servicing application call metrics reporting module 302 determines the identity of the operator. In an exemplary embodiment, the servicing application call metrics reporting module 302 may display a user interface on a workstation corresponding to the operator, and may include information about the call and the customer, such as information about a series of past interactions with the customer. Such information is often referred to as a "customer journey."

[0076] At step S406, the servicing application call performance metrics reporting module 302 determines which of the available software applications are applicable to address each aspect of the customer's service request. In an exemplary embodiment, a contact center may utilize a container application configured to facilitate interaction between multiple applications utilized in various functions configured to address customer service inquiries. In this regard, the servicing application call performance metrics reporting module 302 may select one or more applications integrated into the container application that address the particular service request submitted by the customer. Alternatively, the operator handling the call may simply select the application that is deemed most beneficial. It is important to note that a single customer service request call may often have multiple requests or multiple aspects that are best addressed by separate applications.

[0077] At step S408, the servicing application call metrics reporting module 302 monitors the call. In an exemplary embodiment, the call is monitored for timing, events, and output of applications applied to fulfill each individual aspect of the service request. For example, the start and end times of the call may be recorded, as well as any other timing related aspects such as hold time and / or idle time. As another example, if a customer is transferred from a first operator to a second operator, this event itself may be recorded. Other events and / or application outputs may vary widely depending on the service request.

[0078] In step S410, the servicing application call performance indicators reporting module 302 determines a set of performance indicators for the customer service request call. The performance indicators may include call-specific performance indicators, such as hold time and / or idle time and / or number of transfers and / or number of calls and / or call recording. The performance indicators may also include operator-specific performance indicators that can be calculated with reference to pre-stored operator-specific data. For example, an average hold time (AHT) for an operator may be calculated by combining the hold time determined in step S408 for the ongoing call with pre-stored operator-specific AHT data. In an exemplary embodiment, the performance indicators may also include metadata items for the service request call, such as telephone data, user profile data for the operator, identification information of the application applied to handle the service request, whether a search function was performed during the call, etc.

[0079] In step S412, the servicing application call metrics reporting module 302 reports the metrics information to a central call center repository, making the metrics accessible to all participants in the call center environment. In an exemplary embodiment, the container application may be utilized to route the metrics to the appropriate destinations.

[0080] 5 is an architecture diagram 500 of a system for implementing a method for reporting customer call metrics for a fungible agent with multiple servicing applications in a contact center environment in one exemplary embodiment. As shown in architecture diagram 500, an Interaction Servicing Fabric (ISF) container technology archetype enables fungible reporting via a container of multiple servicing applications.

[0081] In an exemplary embodiment, (1a) during a call, an operator (specialist) handles multiple servicing applications (also referred to herein as micro-frontends), such as (2a) retail store, (2b) retail store, (3) credit card inquiry, (4) auto loan related request, etc. Evaluation metrics are continuously updated at (1b). Various products can be launched with direct links from one micro-frontend to another and (5) holistic view micro-frontends. The container monitors the activity of each micro-frontend and sends raw data to the ISF via websocket. Servicing application events are sent from the container to the ISF via webSocket notification, and calculated evaluation metrics are communicated from the ISF to the container.

[0082] The evaluation indicators for each service application applied during a call may include at least one of hold time, call duration, average handling time, call purpose, call result, response speed, number of calls disconnected by the calling party, number of unanswered calls, number of calls processed, average time for post-call work, call hold rate, average time for calls on hold, post-call work rate of average handling time, number and percentage of forwarded calls, number and percentage of video calls, total percentage of forwarded or video calls, service level rate, number of forwardings, idle time, number of calls, type of servicing application applied to each service request during a call (by operator department / team leader), and number of call recordings.

[0083] Time Period Reporting: This may include any and / or all of the following: daily service level summary, average handle time, average speed of response, call quota, number of calls handled, summary / average number of metrics over a period e.g. 30 minutes, 8 hours, 1 week, 1 month etc. Targets and thresholds are also calculated and displayed in real time to the operators and team leaders for monitoring and appropriate action to be taken.

[0084] Trends: From these aggregations, the ISF may generate trends for use in workforce management forecasts.

[0085] Interface with other systems such as data lakes, traditional reporting systems, analytics systems: Metrics data and clickstream data (i.e. user's first visit, device type, operating system, dwell time, business transaction details, time spent before each click as per clickstream architecture) are fed into the data lake for historical analysis, business insights, quality and dashboarding, as well as traditional contact center reporting systems. Customer journey visibility can also be achieved through a combination of ongoing calls and past interactions.

[0086] In other words, the present technology provides an optimized method for reporting customer call metrics for a multi-service agent using multiple servicing applications in a contact center environment.

[0087] While the present invention has been described with reference to certain exemplary embodiments, it is to be understood that the language used is intended to be descriptive and illustrative rather than limiting. Changes may be made within the scope of the appended claims, as amended, without departing from the scope and spirit of each aspect of the present disclosure. Although the present invention has been described with reference to specific means, materials and embodiments, the present invention is not limited to the precise disclosures, but rather extends to all functionally equivalent structures, methods and uses, as may fall within the scope of the appended claims.

[0088] For example, although a computer-readable medium may be described as being a single medium, the term "computer-readable medium" encompasses a single medium or multiple media, such as a centralized or distributed database and / or associated caches or servers that store one or more instructions. Additionally, the term "computer-readable medium" encompasses any medium capable of storing, encoding or retaining instructions for execution by a processor or that causes a computer system to implement any one or more of the embodiments disclosed herein.

[0089] The computer readable medium may be comprised of one or more non-transitory computer readable media and / or one or more transitory computer readable media. In one non-limiting embodiment, the computer readable medium may be comprised of a solid-state memory, such as a package, such as a memory card, that contains one or more non-volatile read-only memories. The computer readable medium may also be a volatile re-writable memory, such as a random access memory. The computer readable medium may also include magneto-optical or optical media, such as a storage device, such as a disk, tape, etc., that collects carrier signals, such as signals transmitted over a transmission medium. Thus, the present disclosure should be construed to encompass any computer readable medium on which data or instructions may be stored, as well as other equivalents and successor media.

[0090] Although the present application describes certain embodiments that may be embodied as computer programs or code segments in a computer-readable medium, it should be understood that dedicated hardware implementations, such as application specific integrated circuits (ASICs), programmable logic arrays (PLAs), or other hardware devices, may also be constructed to perform one or more of the embodiments described herein. Potential applications of the various embodiments described herein may broadly include various electronic and computer systems. Thus, the present application may encompass software implementations, firmware implementations, hardware implementations, or combinations thereof. Nothing in the present application should be interpreted as being implemented or capable of being implemented solely in software and not hardware.

[0091] Although components and functions that may be implemented in particular embodiments are described herein with reference to particular standards and protocols, the present disclosure is not limited to such standards and protocols. Such standards are over time superseded by faster or more efficient equivalents of essentially the same functionality. Thus, replacement standards or protocols having the same or similar functionality are considered equivalents.

[0092] The drawings of the embodiments described herein are intended to provide a basic understanding of each embodiment. The drawings are not intended to serve as a complete description of all of the features and components of an apparatus or system utilizing the structures and methods described herein. Numerous alternative embodiments may become apparent to those skilled in the art upon review of the present disclosure. Other embodiments may be derived and utilized from the present disclosure, and substitutions or changes may be made in structure and logic without departing from the scope of the present disclosure. Additionally, the drawings are merely symbolic and may not be drawn to scale. Proportions in the drawings may be exaggerated or reduced. Thus, the present disclosure and drawings are to be considered illustrative rather than limiting.

[0093] One or more embodiments of the present disclosure may be referred to herein, singly and / or collectively, as the "present invention." This is for convenience only, and is not intended to voluntarily limit the scope of the present application to any particular invention or inventive concept. In addition, while specific embodiments are shown and described herein, it is understood that the specific embodiments shown may be replaced by any subsequent arrangements designed to accomplish the same or similar purpose. The present disclosure is intended to encompass any and all subsequent modifications and variations of each embodiment. Combinations of the above embodiments and other embodiments not specifically described herein will be apparent to one of ordinary skill in the art upon consideration of this specification.

[0094] The Abstract of the Disclosure is submitted with the understanding that it will not interpret or limit the scope or meaning of the claims. In addition, the foregoing Detailed Description may group together or describe various configurations in a single embodiment for the purpose of streamlining the disclosure. The embodiments described in each claim should not be interpreted as reflecting an intention that each claim requires more configurations than are expressly recited in that claim, because of this disclosure. Rather, as the appended claims suggest, the subject matter of the invention may be directed to fewer configurations / components than are disclosed for any embodiment. In other words, the appended claims are incorporated into the Detailed Description with each claim defining an independent subject matter in its own right.

[0095] The subject matter disclosed hereinabove is illustrative and not limiting, and the appended claims are intended to embrace all such modifications, improvements and other embodiments that fall within the true spirit and scope of the present disclosure. Accordingly, to the maximum extent permitted by law, the scope of the present disclosure shall be determined by the broadest interpretation of the appended claims and their equivalents, and shall not be limited or restricted by the foregoing detailed description.

Claims

1. 1. A method for reporting metrics relating to customer calls, the method comprising: receiving, by the at least one processor, a service request call from a first customer; assigning, by said at least one processor, a customer service agent to handle said service request call transmitted from said first customer; determining, by said at least one processor, a plurality of software applications that may be used by said one customer service agent in handling said service request call, said service request call including a plurality of requests of different types, said plurality of software applications being directed to said plurality of requests included in said service request call; monitoring, with said at least one processor, said service request calls to obtain information regarding timing of said service request calls, events occurring during said service request calls, and output of at least one of said plurality of software applications; determining, by said at least one processor at the end of said service request call and for each of said plurality of software applications used by said one customer service agent during said service request call and during servicing of said first customer, at least one call specific performance metric for each software application based on said information obtained from said monitoring; reporting, by the at least one processor, the at least one call specific performance metric determined for each of a plurality of software applications used by one of the customer service agents during the servicing of the first customer during the service request call to a central repository; A method comprising:

2. 2. The method of claim 1, wherein the at least one call-specific evaluation index comprises at least one of hold time, call duration, average handling time, call purpose, call outcome, answering speed, number of calls disconnected by calling party, number of calls not answered, number of calls handled, average time for after-call work, call hold rate, average time for calls on hold, average time for after-call work rate, number and percentage of calls forwarded, number and percentage of video calls, total percentage of calls forwarded or video calls, service level rate, number of transfers, idle time, number of calls, type of servicing software application applied to each service request during a call by each operator department or team leader, and number of call recordings.

3. The method of claim 1 further comprising: identifying the customer service agent assigned to handle the service request call; calculating at least one agent-specific evaluation index based on the determined at least one call-specific evaluation index and pre-stored agent-specific evaluation index data; A method comprising:

4. The method of claim 3 further comprising: collecting at least one metadata item relating to said service request call; wherein the at least one metadata item comprises at least one of telephone data, user profile data regarding the identified operator, an identification of each of the plurality of software applications used by the one customer service operator, and information regarding whether the identified operator performed a search function during the service request call.

5. The method of claim 3 further comprising: displaying a user interface on a display unit corresponding to the identified customer service operator, the user interface including information regarding the service request call and information regarding a series of past interactions corresponding to the first customer; A method comprising:

6. 2. The method of claim 1, wherein the plurality of software applications comprises a first software application applicable to respond to a first aspect of the service request call and at least a second software application applicable to respond to a second aspect of the service request call.

7. 7. The method of claim 6, wherein the at least one call-specific performance metric comprises a first call-specific performance metric related to the first aspect of the service request call and at least a second call-specific performance metric related to the second aspect of the service request call.

8. The method of claim 1 further comprising: performing said monitoring and said reporting using a container software application configured to facilitate interaction between each of said plurality of software applications; A method comprising:

9. 1. A computing device for reporting metrics relating to customer calls, comprising: A processor; Memory, a communication interface coupled to each of the processor and the memory; wherein the processor: receiving a service request call from a first customer via the communication interface; assigning a customer service agent to handle the service request call sent from the first customer; determining a plurality of software applications that may be used by the one customer service agent in handling the service request call, such that the service request call includes a plurality of requests of different types, and the plurality of software applications are directed to the plurality of requests included in the service request call; monitoring said service request calls to obtain information regarding timing of said service request calls, events occurring during said service request calls, and output of at least one of said plurality of software applications; determining, upon completion of the service request call, for each of the plurality of software applications used by the one customer service agent during the service request call and during servicing of the first customer, at least one call specific performance metric for each software application based on the information obtained from the monitoring; reporting to a central repository the at least one call specific performance metric determined for each of a plurality of software applications used by one of the customer service agents during servicing of the first customer during the service request call.

1. A computing device configured to:

10. 10. The computing device of claim 9, wherein the at least one call-specific evaluation index comprises at least one of hold time, call duration, average handling time, call purpose, call outcome, answering speed, number of calls disconnected by calling party, number of calls not answered, number of calls handled, average time after call work, call hold rate, average time on hold, average time after call work rate, number and percentage of calls transferred, number and percentage of video calls, total percentage of calls transferred or video calls, service level rate, number of transfers, idle time, number of calls, type of servicing software application applied to each service request during a call by each operator department or team leader, and number of call recordings.

11. 10. The computing device of claim 9, wherein the processor further comprises: identifying the customer service agent assigned to handle the service request call; calculating at least one per-operator evaluation index based on the determined at least one per-call evaluation index and pre-stored per-operator evaluation index data; 1. A computing device configured to:

12. 12. The computing device of claim 11, wherein the processor further comprises: collecting at least one metadata item regarding the service request call; wherein the at least one metadata item comprises at least one of telephone data, user profile data regarding the identified operator, an identification of each of the plurality of software applications used by the one customer service operator, and information regarding whether the identified operator performed a search function during the service request call.

13. 12. The computing device of claim 11, wherein the processor further comprises: displaying a user interface on a display unit corresponding to the identified customer service operator, the user interface including information regarding the service request call and information regarding a series of past interactions corresponding to the first customer; 1. A computing device configured to:

14. 10. The computing device of claim 9, wherein the plurality of software applications comprises a first software application applicable to respond to a first aspect of the service request call and at least a second software application applicable to respond to a second aspect of the service request call.

15. 15. The computing device of claim 14, wherein the at least one call-specific performance metric comprises a first call-specific performance metric related to the first aspect of the service request call and at least a second call-specific performance metric related to the second aspect of the service request call.

16. 10. The computing device of claim 9, wherein the processor further comprises: performing said monitoring and said reporting using a container software application configured to facilitate interaction between each of said plurality of software applications; 1. A computing device configured to:

17. 1. A non-transitory computer readable storage medium having instructions for reporting metrics related to customer calls, the storage medium comprising executable code that, when executed by a processor, causes the processor to: receiving a service request call from a first customer; assigning a customer service agent to handle said service request call sent from said first customer; determining a plurality of software applications that may be used by said one customer service agent in handling said service request call, said service request call including a plurality of requests of different types, said plurality of software applications being directed to said plurality of requests included in said service request call; monitoring said service request calls to obtain information regarding timing of said service request calls, events occurring during said service request calls, and output of at least one of said plurality of software applications; determining, upon completion of the service request call, for each of the plurality of software applications used by one of the customer service agents during the service request call and during servicing of the first customer, based on results of the monitoring, at least one call-specific performance metric for each software application; reporting to a central repository the at least one call specific performance metric determined for each of a plurality of software applications used by one of the customer service agents during servicing of the first customer during the service request call; A storage medium that executes the above.

18. 20. The storage medium of claim 17, wherein the executable code further comprises: identifying the customer service agent assigned to handle the service request call; and calculating at least one per-operator evaluation index based on the determined at least one per-call evaluation index and pre-stored per-operator evaluation index data; A storage medium configured to cause

19. 20. The storage medium of claim 18, wherein the executable code further comprises: displaying, on a display unit corresponding to the identified customer service operator, a user interface including information regarding the service request call and information regarding a series of past interactions corresponding to the first customer; A storage medium configured to cause

20. 20. The storage medium of claim 17, wherein the plurality of software applications comprises a first software application applicable to respond to a first aspect of the service request call and at least a second software application applicable to respond to a second aspect of the service request call.

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