Method and system for real-time reporting of evaluation metrics for operators capable of handling various types of inquiries at an omnichannel contact center

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 herein by reference.

Technical Field

[0002] This technology generally relates to methods and systems for reporting evaluation metrics related to customer calls, and more particularly, to methods and systems for reporting evaluation metrics related to customer calls for fungible operators or agents using multiple servicing applications in a contact center environment.

Background Art

[0003] For large corporate organizations with many customers, customer service is an important aspect of business operations. Generally, customers assume that service requests will be processed accurately and on time. If such customer service is not provided by the corporate organization, it may have an adverse impact on the organization's reputation.

[0004] Many service requests from customers are made online via the Internet. In response to such requests, corporate organizations may utilize a contact center. The contact center facilitates the provision of various servicing applications from various parts of the organization.

Summary of the Invention

Problems to be Solved by the Invention

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

[0006] Also, in a contact center, operators who can handle a wide variety of tasks answer calls from a number of LOB (Line of Business) service applications and provide services of various service applications to customers one after another within a single call. When an operator (specialist) uses various service applications within a single call to handle customer interactions, it is difficult to track evaluation metrics such as the average processing time and average call time of a specific type of service application among the many service applications used within that single call by such versatile operators. On the other hand, in a typical contact center reporting solution, routing-related information is used to calculate statistics for operators and queues. Such a conventional reporting solution is implemented based only on a specific type of service application applied to the handling of that customer according to the type of call determined by the routing system. If another type of service application is required, the customer is transferred from that operator to another virtual queue where there is another experienced operator. To reduce the number of transfers required and improve the customer experience, a contact center operator who can handle a wide variety of tasks should not only be able to handle various types of service requests according to the purpose of the customer's inquiry but also be able to utilize multiple service applications.

[0007] Therefore, there is a need for a method and system for reporting evaluation metrics related to customer calls for versatile operators using multiple service applications in a contact center environment.

Means for Solving the Problem

[0008] The present disclosure provides various systems, servers, devices, methods, media, programs, and platforms for reporting evaluation metrics related to customer calls for an operator who can handle a variety of multiple servicing applications in a contact center environment, through one or more various aspects and / or embodiments and / or specific configurations or sub-components.

[0009] In one aspect of the present disclosure, a method for reporting evaluation metrics related to customer calls for an operator who can handle a variety of multiple servicing applications in a contact center environment is provided. The method is a method implemented on at least one processor. The method includes a process of receiving a service request call from a first customer by the at least one processor, a process of determining, by the at least one processor, at least one application applicable to handling the service request call from among a predetermined plurality of applications, a process of monitoring the service request call by the at least one processor to obtain information regarding the 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, a process of determining, by the at least one processor, at least one call-specific evaluation metric based on the information obtained as a result of the monitoring at the end of the service request call, and a process of reporting, by the at least one processor, each of the determined at least one call-specific evaluation metrics to a predetermined reporting destination.

[0010] The at least one call-specific evaluation metric may consist of at least one of hold time, call duration, average processing time, call purpose, call disposition, response speed, number of call disconnects by the caller, number of unanswered calls, number of calls processed, average post-call work time, call hold rate, average call hold time, post-call work rate of average processing time, number and ratio of transferred calls, number and ratio of video calls, total ratio of transferred calls or video calls, service level rate, number of transfers, idle time, number of calls, type of service application applied to each service request during a call (for each operator department / team leader), and number of call recordings.

[0011] Also, the at least one call-specific evaluation metric may consist of an overall summary of the daily service level, average processing time, average response speed, number of calls assigned, number of calls processed, and a summary and / or average of the evaluation metrics over a predetermined period such as 30 minutes, 8 hours a day, one week, one month, etc. Further, target values and threshold values are calculated for both call-specific reports and periodic reports and displayed in real time to operators and team leaders, so that monitoring is carried out and appropriate measures are taken.

[0012] The method may further include a process of generating trends for use in personnel management prediction from such aggregations.

[0013] The method may further include a process of identifying the operator assigned to process the service request call, and a process of calculating at least one operator-specific evaluation metric based on the determined at least one call-specific evaluation metric and pre-stored operator-specific evaluation metric data.

[0014] The method may further include a process of collecting at least one metadata item related to the service request call. The at least one metadata item may include at least one of call data, user profile data related to the identified operator, identification information of each of the at least one application, and information on whether the identified operator executed a search function during the service request call.

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

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

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

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

[0019] Also, the container application may display a customer journey including a plurality of applications corresponding to the customer's purpose or inquiry and the disposition of each application within the same call with the customer with whom the operator is corresponding, and link it to the past series of responses of the customer's journey to respond to the customer's purpose.

[0020] In addition, the at least one call-specific evaluation metric may include the amount of time and actions required to reach a business transaction within the servicing application. These evaluation metrics can be collected as part of clickstream events along with data such as the customer's device, first use, etc., and can be sent to an analyzed big data system with visualization of business insights.

[0021] In an exemplary other embodiment, a computing device for reporting evaluation metrics related to customer calls is provided. The computing device includes a processor, a memory, and a communication interface connected to each of the processor and the memory. The processor receives a service request call from a first customer via the communication interface, determines at least one application applicable to the handling of the service request call from among a plurality of predetermined applications, monitors the service request call to obtain information regarding the 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, and at the end of the service request call, determines at least one call-specific evaluation metric based on the information obtained as a result of the monitoring, and reports the determined at least one call-specific evaluation metric to a predetermined reporting destination, respectively.

[0022] The at least one call-specific evaluation metric may consist of at least one of hold time, call duration, average processing time, call purpose, call result, response speed, number of originating-side dropped calls, number of unanswered calls, number of call processes, average post-call work time, call hold rate, average call hold time, post-call work rate of average processing time, number and ratio of transferred calls, number and ratio of video calls, total ratio of transferred calls or video calls, service level rate, number of transfers, idle time, number of calls, type of servicing application applied to each service request during a call (for each 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 evaluation index based on the determined at least one call-specific evaluation index and pre-stored operator-specific evaluation index data.

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

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

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

[0027] The at least one call-specific evaluation index may include a first call-specific evaluation index related to the first aspect of the service request call and at least a second call-specific evaluation index related to the second aspect of the service request call.

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

[0029] The container passes the reported evaluation indicators collected for each series of applications to the contact center reporting system, attaches this as metadata, and uses it for identification and analysis of records. In addition, it can be utilized as metadata for enhancing the customer experience at the time of customer transfer or the next contact with the customer.

[0030] In an exemplary further alternative embodiment, a non-transitory computer-readable storage medium storing instructions for reporting evaluation indicators regarding a customer call is provided. The storage medium includes executable code, and when the executable code is executed by a processor, the processor is caused to: receive a service request call from a first customer; determine at least one application applicable to the response of the service request call from among a plurality of predetermined applications; monitor the service request call to obtain information regarding the 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; at the end of the service request call, determine at least one call-specific evaluation indicator based on the results of the monitoring; and report each of the determined at least one call-specific evaluation indicators to a predetermined reporting destination.

[0031] The executable code may further be configured to cause the processor to: identify an operator assigned to the processing of the service request call; and calculate at least one operator-specific evaluation indicator based on the determined at least one call-specific evaluation indicator and pre-stored operator-specific evaluation indicator 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 past series of responses corresponding to the first customer.

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

[0034] In the following detailed description, with reference to the following multiple drawings, by way of non-limiting examples of preferred embodiments of the present disclosure, a further description of the present disclosure will be given. Throughout the drawings, the same reference numerals shall refer to the same components / elements.

Brief Description of the Drawings

[0035]

Figure 1

Figure 2

Figure 3

Figure 4

Figure 5

Modes for Carrying Out the Invention

[0036] The present disclosure, through one or more various aspects and / or embodiments and / or specific configurations or sub-components, achieves at least one of the advantages detailed above and the advantages to be detailed later.

[0037] Also, each example can be embodied as one or more non-transitory computer-readable media storing instructions of one or more aspects of the technology illustrated and described herein by way of example. The instructions include executable code, and in some examples, when the executable code is executed by at least one processor, the processor is caused to perform each procedure necessary to implement the method of each example of the technology illustrated and described herein.

[0038] FIG. 1 is an example of a system used according to an embodiment described herein. Although the system 100 is schematically depicted, it may include a computer system 102. The computer system 102 is also schematically depicted.

[0039] The computer system 102 may comprise a set of instructions which, when executed, cause the computer system 102, either alone or in cooperation with another device described herein, to perform any one or more of the methods and computer-based functions disclosed herein. The computer system 102 may operate as a stand-alone device or may be connected to another system or peripheral device. For example, the computer system 102 can be or be included in any one or more computers, servers, systems, communication networks or cloud environments. Further, the instructions can operate in such cloud-based computing environments.

[0040] When deployed in a network, computer system 102 can operate as a server in a server-client user type 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 a part thereof may be realized as various devices such as a personal computer, a tablet computer, a set-top box, a personal digital assistant, a mobile device, a palm-top computer, a notebook computer type computer, a stationary computer, a communication device, a wireless smartphone, a personal trusted device, a wearable device, a global positioning satellite (GPS) device, a web appliance, any machine capable of executing a group of instructions (such as sequential instructions) that define the processing to be performed by itself, or may be incorporated into such a device. Although only one computer system 102 is illustrated, another embodiment may include any group of systems or subsystems that execute instructions or perform functions individually or jointly. Throughout this disclosure, the term "system" should be interpreted to include any group of systems or subsystems that execute one or more groups of instructions individually or jointly to perform one or more computer functions.

[0041] As shown in FIG. 1, computer system 102 may include at least one processor 104. The processor 104 is tangible and non-transitory. As used herein, the term "non-transitory" is to be construed as referring to the property of a state that persists for a certain period of time, rather than the property of a state that is permanent. Specifically stated, the term "non-transitory" is a term that negates a transient property, such as the property of something that exists only transiently at any time and at any place, like a particular carrier wave or signal. The processor 104 is a component of a manufactured product and / or a machine. The processor 104 is configured to execute software instructions to perform the functions as described in each embodiment herein. The processor 104 can be a general-purpose processor or, alternatively, can be part of an application-specific integrated circuit (ASIC). Also, the processor 104 can 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. Also, the processor 104 can be a programmable gate array (PGA) such as a field-programmable gate array (FPGA), or other types of circuits consisting of discrete gates and / or transistor logic. The processor 104 can be a central processing unit (CPU), a graphics processing unit (GPU), or both. Also, any of the processors described herein can consist of multiple processors, parallel processors, or both. The multiple processors can be included in one device, connected to one device, or alternatively, can be included in multiple devices, connected to multiple devices.

[0042] Computer system 102 may further include a computer memory 106. The computer memory 106 may consist of a communicable static memory, dynamic memory, or both. The memory described herein is a tangible storage medium capable of storing data and executable instructions, and is non-transitory as long as the instructions are stored. Again, the term "non-transitory" as used herein should be construed to refer to the property of a state that persists for a certain period of time, rather than the property of a state that is permanent. Specifically, the term "non-transitory" is a term that negates a transient property, such as that of a particular carrier wave or signal that exists only transiently at any time and any place. The memory is a component of a manufactured product and / or a machine. The memory described herein is a computer-readable medium on 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 disks, caches, removable disks, tapes, compact disc read-only memory (CD-ROM), digital versatile disc (DVD), floppy disks, Blu-ray discs, etc. The memory may be volatile or non-volatile, and may be secure and / or encrypted, or non-secure and / or unencrypted. Of course, the computer memory 106 may consist of any combination of memories, or alternatively, may consist of a single storage.

[0043] The computer system 102 may further include a display unit 108. The display unit 108 can be any type of display unit, such as a liquid crystal display (LCD), an organic light emitting diode (OLED), a flat panel display, a solid state display device, a cathode ray tube (CRT), or a plasma display. Examples of such display units 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 connected to a voice recognition engine, a video camera, 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 understand that each embodiment of the computer system 102 may include multiple input devices 110. In addition, those skilled in the art will also understand that the above examples of the input device 110 do not cover all possibilities, and the computer system 102 may include any additional or alternative input devices 110.

[0045] The computer system 102 may further include a media reader 112 configured to read any one or more groups of instructions (e.g., software, etc.) from any of the memories described herein. The instructions can be used to implement one or more of the methods and processes described herein when executed by the processor. In a specific embodiment, the instructions may be wholly or at least partially present in the memory 106 and / or in the media reader 112 and / or in the processor 110 while being executed on the computer system 102.

[0046] The computer system 102 may further include any additional devices, components, parts, peripherals, hardware, software, or any combination thereof that are generally understood and known to be included with or within a computer system, such as, but not limited to, a network interface 114, an output device 116, etc. The output device 116 can be a speaker, voice output, video output, remote operation output, printer, or any combination thereof (but not limited thereto).

[0047] Each component of the computer system 102 can be interconnected via a communication link such as a bus 118 to communicate. As shown in FIG. 1, each component can be interconnected via an internal bus to communicate. However, those skilled in the art will understand that any of these components may be connected by an expansion bus. Also, the bus 118 can enable communication according to any generally 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 standards.

[0048] The computer system 102 can communicate with one or more additional computer devices 120 via a network 122. The network 122 can be any network generally understood and known in the art, such as a local area network, a wide area network, the Internet, a telephone network, a short-range network, etc. (but not limited thereto). The short-range network can consist of, for example, Bluetooth, Zigbee, infrared, near-field communication, ultraband, or any combination thereof. Those skilled in the art will understand that additional networks 122 that are understood and known may be used additionally or instead, and further, that the examples of the network 122 are not limited to or exhausted by the above. Also, although the network 122 is depicted as a wireless network in FIG. 1, those skilled in the art will understand that the network 122 may also be a wired network.

[0049] The additional computer device 120 is depicted as a personal computer in FIG. 1. However, those skilled in the art will understand that in alternative embodiments of the present application, the computer device 120 can be a device such as a notebook computer, a tablet PC, a personal digital assistant, a mobile device, a palmtop computer, a desktop computer, a communication device, a wireless phone, a personal trusted device, a web appliance, a server, etc., capable of executing a group of instructions (such as sequential instructions) that define the processing to be performed by itself. Of course, those skilled in the art will understand that the above devices are merely examples, and the device 120 can be any additional device or apparatus generally understood and known in the art that does not deviate from the scope of the present application. For example, the computer device 120 may be the same as or similar to the computer system 102. Also, those skilled in the art will similarly understand that the device can be any combination of devices.

[0050] Of course, those skilled in the art will understand that the above components of the computer system 102 are merely examples and do not cover or include all of them. Also, each of the above examples regarding the components is merely an example and does not cover or include all of them either.

[0051] In each embodiment of the present disclosure, the methods described herein can be implemented by a hardware computer system that executes a software program. Also, although it is merely an exemplary embodiment that does not limit the present invention, the implementation can consist of distributed processing, component / object distributed processing, and parallel processing. One or more of the methods or functions described herein may be implemented by constructing a virtual computer system process, and the processor described herein can be used to support a virtual processing environment.

[0052] As described herein, each embodiment provides an optimized method and system for reporting evaluation metrics related to customer calls for an operator who can handle a variety of situations using multiple servicing applications in a contact center environment.

[0053] Refer to FIG. 2. The figure schematically shows an example of a network environment 200 for implementing a method for reporting evaluation metrics related to customer calls for an operator who can handle a variety of situations using multiple servicing applications in a contact center environment. In an exemplary embodiment, the method is executable on any computer platform such as a network-connected personal computer (PC).

[0054] A method for reporting evaluation metrics regarding customer calls for an operator capable of handling a variety of scenarios using multiple servicing applications in a contact center environment can be implemented by a Servicing Application Call Metric Report (SACMR) device 202. The SACMR device 202 can be the same as or similar to the computer system 102 described in connection with FIG. 1. The SACMR device 202 can store one or more applications that, when executed by the SACMR device 202, cause the SACMR device 202 to perform processes such as processing the sending and receiving of network messages and other processes to be illustrated and described with reference to the following drawings. The application may be implemented as a module or component of another application. Also, the application may be implemented as an extension, module, plug-in, etc. of an operating system.

[0055] Furthermore, the application may operate in a cloud-based computing environment. The application may be executed within one or more virtual machines or one or more virtual servers that can be operated in a cloud-based computing environment, or may be executed as the virtual machine or the virtual server. Also, the application, and further the SACMR device 202 itself, need not be tied to one or more specific physical network computing devices, but may be provided in one or more virtual servers operating in a cloud-based computing environment. Also, the application may operate on one or more virtual machines (VMs) executed on the SACMR device 202. Also, in one or more embodiments of the present technology, one or more virtual machines executed 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 plurality of server devices 204(1) to 204(n) that host a plurality of databases 206(1) to 206(n), and further to a plurality of client devices 208(1) to 208(n) via one or more communication networks 210. The communication interface of the SACMR device 202 (for example, the network interface 114 of the computer system 102 in FIG. 1, etc.) operably connects and communicates with the SACMR device 202 and / or the server devices 204(1) to 204(n) and / or the client devices 208(1) to 208(n) that are all connected to each other via the communication network 210. However, other types and / or numbers of communication networks or systems may be used depending on other types and / or numbers of connections and / or configurations between other devices and / or elements.

[0057] The communication network 210 can be the same as or similar to the network 122 described in relation to FIG. 1. However, the SACMR device 202 and / or the server devices 204(1) to 204(n) and / or the client devices 208(1) to 208(n) may be connected to each other in a different topology. Also, the network environment 200 may include other network devices well-known in the art (and thus not described herein), such as one or more routers and / or switches. The present technology brings many advantages, such as a method for efficiently realizing a method for reporting evaluation indicators regarding customer calls for an operator who can handle a variety of situations using a plurality of servicing applications in a contact center environment, a non-transitory computer-readable medium, a SACMR device, etc.

[0058] Although it is merely an example, the communication network 210 may include one or more local area networks (LANs) or one or more wide area networks (WANs), and may use Ethernet or TCP / IP of industry standard protocols. However, other types and / or numbers of protocols and / or communication networks may be used. The communication network 210 in this example may use any suitable interface mechanism and network communication technology, such as any suitable form of communication traffic (e.g., voice, modem, etc.), the public switched telephone network (PSTN), an Ethernet-based packet data network (PDN), combinations thereof, etc.

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

[0060] The plurality of server devices 204(1) to 204(n) can be the same as or similar to the computer system 102 and the computer device 120 described in relation to FIG. 1, and have any configuration or combination of configurations described in relation to that figure. For example, any of the server devices 204(1) to 204(n) can 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) to 204(n) in this example can process requests received from the SACMR device 202 via the communication network 210 in accordance with, for example, HTTP-based and / or JavaScript Object Notation (JSON) protocols. However, other protocols may be used.

[0061] The server devices 204(1) to 204(n) can be either hardware or software, or can form a system including a plurality of servers in a pool that can consist of an internal network and an external network. The server devices 204(1) to 204(n) host the databases 206(1) to 206(n). The databases 206(1) to 206(n) are configured to store data related to operator-specific call service evaluation indicators and customer-specific call services.

[0062] Although the server devices 204(1) to 204(n) are depicted as individual devices, one or more processes of each of the server devices 204(1) to 204(n) may be distributed among one or more separate network computing devices. Then, these network computing devices together will constitute one or more of the server devices 204(1) to 204(n). Also, the server devices 204(1) to 204(n) are not limited to a specific configuration. That is, the server devices 204(1) to 204(n) may consist of a plurality of network computing devices operating in a master / slave approach. In this case, among the server devices 204(1) to 204(n), any network computing device operates to manage and / or adjust the operations of the remaining network computing devices.

[0063] The server devices 204(1) to 204(n) can operate as a plurality of network computing devices, for example, within a cluster architecture, a peer-to-peer architecture, a virtual machine, or a cloud architecture. That is, the technology disclosed in this specification should not be construed as being limited to one environment, and other configurations and architectures are also envisioned.

[0064] Also, the plurality of client devices 208(1) to 208(n) can be the same as or similar to the computer system 102 or the computer device 120 described in connection with FIG. 1, and have any configuration or combination of configurations described in connection with that figure. For example, the client devices 208(1) to 208(n) in this example can consist of any type of computing device capable of interacting with the SACMR device 202 via the communication network 210. That is, the client devices 208(1) to 208(n) can be, for example, mobile computing devices, desktop computing devices, laptop-type computing devices, tablet-type computing devices, virtual machines (including cloud-based computers), etc., that host chat applications, email applications, voice text applications, and the like. In an exemplary embodiment, at least one client device 208 is a wireless mobile communication device (i.e., a smartphone or the like).

[0065] The client devices 208(1) to 208(n) can execute interface applications such as a standard web browser, a stand-alone client application, etc. The interface application can communicate with the SACMR device 202 via the communication network 210 to provide an interface for exchanging user requests and information. The client devices 208(1) to 208(n) can further have a display device (e.g., a display screen, a touch screen, etc.) and / or an input device (e.g., a keyboard, etc.).

[0066] In this specification, an exemplary network environment 200 consisting of a SACMR device 202, server devices 204(1) to 204(n), client devices 208(1) to 208(n), and a communication network 210 is illustrated and described. However, other types and / or numbers of systems and / or devices and / or components and / or elements of other topologies may be used. Those skilled in the relevant technical fields will understand that the systems of each example described in this specification are merely examples, as numerous changes are possible to the specific hardware and software used in each example implementation.

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

[0068] Also, any system or device in any example may be replaced by two or more computing systems or computing devices. That is, the principles and advantages of distributed processing such as redundancy and replication are also appropriately realized, and the robustness and performance of the devices and systems in each example can be enhanced. Although merely illustrative, each example may be implemented by one or more computer systems extending across any appropriate network consisting of any appropriate form of communication traffic (e.g., voice, modem, etc.) alone, wireless traffic network, cellular traffic network, packet data network (PDN), Internet, intranet, combinations thereof, etc., by any appropriate interface mechanism and traffic technology.

[0069] In FIG. 3, the SACMR device 202 is illustrated and described as including a servicing application call evaluation metric reporting module 302, but the SACMR device 202 may include, for example, additional rules, policies, modules, databases, applications, etc. As will be described later, the contact center servicing fabric container module 302 is configured to implement a method for reporting evaluation metrics regarding customer calls for an operator capable of handling a variety of servicing applications in a contact center environment.

[0070] Figure 3 depicts an example of a process 300 being executed to implement a mechanism for reporting evaluation metrics related to customer calls for an operator who can handle multiple types of servicing applications in a contact center environment using the network environment of Figure 2. Specifically, the first client device 208(1) and the second client device 208(2) are depicted as being communicable 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 will be understood and is known that the first client device 208(1) and / or the second client device 208(2) do not necessarily have to be "clients" of the SACMR device 202 or any entity described in association with the SACMR device 202 herein. There may be additional or alternative relationships between either or both of the first client device 208(1) and the second client device 208(2) and the SACMR device 202, or there may be no relationship at all.

[0071] In addition, the SACMR device 202 is depicted as being accessible to the operator-specific call evaluation metric data repository 206(1) and the customer-specific call servicing database 206(2). The servicing application call evaluation metric reporting module 302 may be configured to implement a method for reporting evaluation metrics related to customer calls for an operator who can handle multiple types of servicing applications in a contact center environment by accessing these databases.

[0072] The first client device 208(1) can be, for example, a smartphone or the like. Of course, the first client device 208(1) can be any other device described in this specification. The second client device 208(2) can be, for example, a personal computer (PC) or the like. Of course, the second client device 208(2) can also be any other device described in this specification.

[0073] The process can be executed via a communication network 210 that can consist of a plurality of networks as described above. For example, in an exemplary embodiment, one or both of the first client device 208(1) and the second client device 208(2) can communicate with the SACMR device 202 via broadband communication or cellular communication. Of course, these embodiments are merely examples and do not limit the present invention nor cover all aspects.

[0074] When the servicing application call evaluation index reporting module 302 is activated, it executes a process of reporting evaluation indexes regarding customer calls for an operator who can handle a variety of situations using a plurality of servicing applications in a contact center environment. The flowchart 400 in FIG. 4 schematically shows an example of a process of reporting evaluation indexes regarding customer calls for an operator who can handle a variety of situations using a plurality of servicing applications in a contact center environment.

[0075] In process 400 of FIG. 4, in step S402, the servicing application call evaluation index 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 evaluation index reporting module 302 determines the identification information of the operator. In an exemplary embodiment, the servicing application call evaluation index reporting module 302 may display a user interface on the workstation corresponding to the operator and may include information about the call and the customer (e.g., information about a series of past interactions with the customer, etc.). Such information is often referred to as a "customer journey".

[0076] In step S406, the servicing application call evaluation index reporting module 302 determines which of the available software applications are applicable to addressing each aspect of the customer's service request. In an exemplary embodiment, a contact center may utilize a container application configured to facilitate the interaction between a number of applications utilized in various functions configured to respond to a customer's service inquiry. In this regard, the servicing application call evaluation index reporting module 302 may select one or more applications among the applications integrated into the container application that respond to the specific service request presented by the customer. Alternatively, simply, the operator responsible for handling the call may select the application that is considered to be the most beneficial. What is important is that when multiple requests are derived from a single customer service request call or when a single customer service request call has multiple aspects and it is often best to handle them with separate applications.

[0077] In step S408, the servicing application call evaluation index reporting module 302 monitors the call. In an exemplary embodiment, the call is monitored for output of the application applied to respond to each aspect of timing, event, and the service request. For example, the start time and end time of the call can be recorded, and any other timing-related aspects such as hold time and / or idle time can be recorded. As another example, when a customer is transferred from a first operator to a second operator, this event itself can be recorded. Depending on the content of the service request, other events and / or application outputs can also vary greatly.

[0078] In step S410, the servicing application call evaluation index reporting module 302 determines a series of evaluation indexes for the customer service request call. The evaluation indexes can include, for example, call-specific evaluation indexes such as hold time and / or idle time and / or number of transfers and / or number of calls and / or call recording. Further, the evaluation indexes can include operator-specific evaluation indexes that can be calculated with reference to operator-specific data stored in advance. For example, the operator-specific average hold time (AHT) can be calculated by combining the hold time determined in step S408 for the ongoing call with the operator-specific AHT data stored in advance. Also, in an exemplary embodiment, the evaluation indexes can include metadata items related to the service request call, such as, for example, call data, user profile data related to the operator, identification information of the application applied to respond to the service request, and whether a search function was executed during the call.

[0079] In step S412, the servicing application call evaluation index reporting module 302 reports the evaluation information to the central repository of the call center so that all relevant parties within the call center environment can access the evaluation indexes. In an exemplary embodiment, the container application can be used to transfer the evaluation indexes to an appropriate reporting destination.

[0080] FIG. 5 is an architectural diagram 500 of a system for implementing a method for reporting evaluation metrics regarding a customer call for an operator who can handle multiple servicing applications in a contact center environment in an exemplary embodiment. As shown in the architectural diagram 500, an archetype of the Interaction Service Fabric (ISF) container technology enables fungible reporting via a container consisting of multiple servicing applications.

[0081] In an exemplary embodiment, during a single call, an operator (specialist) handles customer interactions for multiple servicing applications (also referred to herein as micro front-ends), such as (1a) a retail store, (2a) a retail store, (2b) a retail store, (3) a credit card inquiry, (4) an automobile loan related request, etc. Updates to the evaluation metrics are continuously made at (1b). Various products can be launched by a direct link from one micro front-end to another or by a (5) global perspective micro front-end. The container monitors the activities of each micro front-end and transmits raw data to the ISF via a websocket. A servicing application event is sent from the container to the ISF by a webSocket notification, and the calculated evaluation metrics are communicated from the ISF to the container.

[0082] The evaluation metrics for each service application applied during a call can consist of at least any one of hold time, call duration, average processing time, call purpose, call result, response speed, number of call terminations by the caller, number of non-answered calls, number of call processes, average post-call work time, call hold rate, average call hold time, post-call work rate of average processing time, number and ratio of transferred calls, number and ratio of video calls, total ratio of transferred calls or video calls, service level rate, number of transfers, idle time, number of calls, type of service application applied to each service request during a call (for each operator department / team leader), and number of call recordings.

[0083] Periodic reports: These can include at least any one of a summary of the daily service level, average processing time, average response speed, number of call assignments, number of call processes, and summary / average of evaluation metrics during a period such as 30 minutes, 8 hours, 1 week, 1 month, etc. Also, target values and thresholds are calculated and displayed in real time to operators and team leaders, enabling monitoring and appropriate measures to be taken.

[0084] Trends: ISF can generate trends for use in personnel management forecasting from such aggregations.

[0085] Interfaces with other systems such as data lakes, traditional reporting systems, and analysis systems: Evaluation metric data and clickstream data (i.e., user's first visit, device type, operating system, stay time, details of business transactions, time spent up to each click according to clickstream architecture) are sent to the data lake for historical analysis, business insights, quality, and dashboarding, and also to traditional contact center reporting systems. Also, visualization of the customer journey can be performed through a combination of ongoing calls and past responses.

[0086] That is, according to the present technology, an optimized method for reporting evaluation indicators regarding customer calls for an operator who can handle a wide variety of situations using a plurality of servicing applications in a contact center environment is provided.

[0087] Although the present invention has been described with reference to several exemplary embodiments, it should be understood that the expressions used are not limiting but are expressions of explanation and exemplification. Changes may be made within the scope of the appended claims as they currently stand or 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 detailed disclosure, but rather extends to any functionally equivalent structures, methods, and uses falling within the scope of the appended claims.

[0088] For example, although the computer-readable medium may be described as if it were a single medium, the term "computer-readable medium" includes a single medium or multiple media, such as a centralized or distributed database, and / or related caches and servers storing one or more instruction sets. Further, the term "computer-readable medium" includes any medium capable of storing, encoding, or holding instruction sets to be executed by a processor or causing a computer system to implement any one or more of the embodiments disclosed herein.

[0089] A computer-readable medium can consist of one or more non-transitory computer-readable media and / or can consist of one or more transitory computer-readable media. In an embodiment of a specific example that does not limit the present invention, the computer-readable medium can consist of a solid-state memory such as a package like a memory card storing one or more non-volatile read-only memories. Also, the computer-readable medium can be a volatile rewritable memory such as a random-access memory. Further, the computer-readable medium can include a magneto-optical medium or an optical medium such as a storage device like a disk or a tape that collects a carrier signal such as a signal transmitted via a transmission medium. Therefore, it should be understood that the present disclosure includes any computer-readable medium in which data or instructions can be stored, and further includes other equivalents and successor media.

[0090] In this application, specific embodiments that can be implemented as a computer program or code segment within a computer-readable medium have been described. However, it should be understood that it is also possible to construct dedicated hardware implementations such as hardware devices like application-specific integrated circuits (ASICs) and programmable logic arrays (PLAs) to implement one or more of the embodiments described herein. The applications that can consist of the various embodiments described herein can widely include various electronic systems and computer systems. Therefore, this application can include software implementations, firmware implementations, hardware implementations, or combinations thereof. None of the content of this application should be construed as being implemented or implementable only by software rather than hardware.

[0091] In this specification, the components and functions that can be implemented in specific embodiments have been described with reference to specific standards and protocols. However, the present disclosure is not limited to such standards and protocols. Such standards are replaced by faster or more efficient equivalents having essentially the same function after a certain period of time. Therefore, alternative standards and protocols having the same or similar functions are considered to be equivalents.

[0092] The drawings of each embodiment described in this specification are for providing a basic understanding of each embodiment. The drawings are not intended to completely describe all the features and components of the devices and systems using the structures and methods described in this specification. Considering this disclosure, many other embodiments may be apparent to those skilled in the art. Other embodiments may be derived from and utilized in this disclosure, and substitutions and changes may be made to the structures and logics without departing from the scope of this disclosure. Also, the drawings are merely symbolic and may not be drawn to scale. The ratios in the figures may be excessive or insufficient. Therefore, it should be considered that this disclosure and the drawings are illustrative rather than restrictive.

[0093] In this specification, one or more embodiments of this disclosure may be referred to as "the present invention" alone and / or collectively, but this is merely for convenience and is not intended to spontaneously limit the scope of this application to any specific invention or inventive concept. Also, although specific embodiments are illustrated and described in this specification, it should be understood that the specific embodiments illustrated may be replaced by any subsequent arrangement configured to achieve the same or similar purposes. This disclosure is intended to encompass any subsequent modifications and variations of each embodiment. By examining this specification, combinations of the above embodiments and other embodiments not specifically described in this specification will also be apparent to those skilled in the art.

[0094] The abstract of the present disclosure is provided on the understanding that it will not interpret or limit the scope or meaning of the claims. Also, in the foregoing detailed description, for the purpose of rationalizing the present disclosure, various configurations may be grouped or described in a single embodiment. For this reason, the embodiments described in each claim should not be construed as if they reflect the intention of requiring more configurations than those explicitly stated in each claim. Rather, as suggested by the appended claims, the subject matter of the invention may be directed to a smaller number of configurations / components than those disclosed for any embodiment. That is, the appended claims are incorporated into the detailed description such that each claim defines an independent subject matter by itself.

[0095] The subject matter disclosed so far is illustrative and not restrictive, and the appended claims are intended to cover all such modifications, improvements, and other embodiments as 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 is determined by the broadest interpretation of the appended claims and their equivalents, and is not limited or restricted by the foregoing detailed description. Note that the present invention includes the following content as an embodiment. [Aspect 1] A method implemented on at least one processor for reporting evaluation indicators related to customer calls, comprising: receiving a service request call from a first customer by the at least one processor; determining, by the at least one processor, at least one application applicable to the response to the service request call from among a plurality of predetermined applications; monitoring, by the at least one processor, the service request call to obtain information regarding the 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, by the at least one processor, at least one call-specific evaluation indicator based on the information obtained as a result of the monitoring when the service request call ends; reporting, by the at least one processor, each of the determined at least one call-specific evaluation indicators to a predetermined reporting destination. A method comprising the above. [Aspect 2] In the method according to Aspect 1, the at least one call-specific evaluation indicator includes at least one of hold time, call time, average processing time, call purpose, call result, response speed, number of outgoing-side disconnected calls, number of unanswered calls, number of call processes, average time of post-call work, call hold rate, average call hold time, post-call work rate of average time, number and ratio of transferred calls, number and ratio of video calls, total ratio of transferred calls or video calls, service level rate, number of transfers, idle time, number of calls, type of service application applied to each service request during a call for each operator department or team leader, and number of call recordings. [Aspect 3] In the method according to Aspect 1, further comprising: identifying an operator assigned to process the service request call; calculating at least one operator-specific evaluation indicator based on the determined at least one call-specific evaluation indicator and operator-specific evaluation indicator data stored in advance. A method comprising the above. [Aspect 4] In the method according to Aspect 3, further comprising: collecting at least one metadata item related to the service request call. A method comprising at least one metadata item consisting of at least one of call data, user profile data regarding the specified operator, identification information of each of the at least one application, and information regarding whether the specified operator executed a search function during the service request call. [Aspect 5] In the method according to Aspect 3, further, A process of displaying, on a display unit corresponding to the specified operator, a user interface including information regarding the service request call and information regarding a series of past correspondences corresponding to the first customer. A method comprising this. [Aspect 6] In the method according to Aspect 1, the at least one application includes a first application applicable to the first aspect of the service request call and the at least one second application applicable to the second aspect of the service request call. A method consisting of this. [Aspect 7] In the method according to Aspect 6, the at least one call-specific evaluation index consists of a first call-specific evaluation index regarding the first aspect of the service request call and at least a second call-specific evaluation index regarding the second aspect of the service request call. [Aspect 8] In the method according to Aspect 1, further, A process of performing the monitoring and the reporting using a container application configured to facilitate interaction between each of the predetermined plurality of applications. A method comprising this. [Aspect 9] A computing device for reporting evaluation indices regarding customer calls, A processor, A memory, A communication interface connected to each of the processor and the memory, Comprising this, the processor Receives a service request call from a first customer via the communication interface, Determines at least one application applicable to the response of the service request call from among a predetermined plurality of applications, Monitors the service request call to obtain information regarding the 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, At the end of the service request call, determines at least one call-specific evaluation index based on the information obtained as a result of the monitoring. Reporting each of the determined at least one call-specific evaluation index to a predetermined reporting destination, A computing device configured as such. [Aspect 10] In the computing device according to Aspect 9, the at least one call-specific evaluation index includes at least one of hold time, call time, average processing time, call purpose, call result, response speed, number of outgoing calls with disconnection by the caller, number of unanswered calls, number of call processes, average time of post-call work, call hold rate, average hold time of calls, post-call work rate of average time, number and ratio of transferred calls, number and ratio of video calls, total ratio of transferred calls or video calls, service level rate, number of transfer times, idle time, number of calls, type of service application applied to each service request during a call for each operator department or team leader, and number of call recordings. A computing device. [Aspect 11] In the computing device according to Aspect 9, the processor further Identifies an operator assigned to process the service request call, Calculates at least one operator-specific evaluation index based on the determined at least one call-specific evaluation index and pre-stored operator-specific evaluation index data. A computing device configured as such. [Aspect 12] In the computing device according to Aspect 11, the processor further Collects at least one metadata item related to the service request call, Configured as such, the at least one metadata item includes at least one of telephone data, user profile data related to the identified operator, identification information of each of the at least one application, and information on whether the identified operator executed a search function during the service request call. A computing device. device. [Aspect 13] In the computing device according to Aspect 11, the processor further Displays a user interface including information related to the service request call and information related to a series of past responses corresponding to the first customer on a display unit corresponding to the identified operator. A computing device configured as such. [Aspect 14] In the computing device according to aspect 9, the at least one application includes a first application applicable to handling a first aspect of the service request call and at least a second application applicable to handling a second aspect of the service request call. [Aspect 15] In the computing device according to aspect 14, the at least one call-specific evaluation metric includes a first call-specific evaluation metric related to the first aspect of the service request call and at least a second call-specific evaluation metric related to the second aspect of the service request call. [Aspect 16] In the computing device according to aspect 9, the processor is further configured to perform the monitoring and the reporting using a container application configured to facilitate interaction between each of the plurality of predetermined applications. configured as such. [Aspect 17] A non-transitory computer-readable storage medium storing instructions for reporting evaluation metrics related to customer calls, the storage medium comprising executable code which, when executed by a processor, causes the processor to receive a service request call from a first customer; determine at least one application applicable to handling the service request call from among a plurality of predetermined applications; monitor the service request call to obtain information regarding the 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; at the end of the service request call, determine at least one call-specific evaluation metric based on the results of the monitoring; and report each of the determined at least one call-specific evaluation metrics to a predetermined reporting destination. The storage medium causes the above to be executed. [Aspect 18] In the storage medium according to aspect 17, the executable code further causes the processor to identify an operator assigned to handle the service request call; and calculate at least one operator-specific evaluation metric based on the determined at least one call-specific evaluation metric and pre-stored operator-specific evaluation metric data. A storage medium configured to cause the execution. [Aspect 19] In the storage medium according to Aspect 18, the executable code further causes the processor to display a user interface including information regarding the service request call and information regarding a series of past responses corresponding to the first customer on a display unit corresponding to the specified operator. procedure. A storage medium configured to cause the execution. [Aspect 20] In the storage medium according to Aspect 17, the at least one application comprises a first application applicable to a response to a first aspect of the service request call and at least a second application applicable to a response to a second aspect of the service request call.

Claims

1. A method implemented on at least one processor for reporting evaluation metrics related to customer calls, comprising: receiving, by the at least one processor, a service request call from a first customer; assigning, by the at least one processor, a single customer service operator to handle the service request call sent by the first customer; determining, by the at least one processor, for the handling of the service request call, a plurality of software applications that can be used by the single customer service operator, wherein 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, by the at least one processor, the service request call to obtain information regarding the timing of the service request call, events occurring during the service request call, and at least one output of the plurality of software applications; at the end of the service request call, and during the service request call, and during the servicing of the first customer, for each of the plurality of software applications used by the single customer service operator, determining at least one call-specific evaluation metric for each software application based on the information obtained from the monitoring; reporting, by the at least one processor, and during the service request call, and during the servicing of the first customer, for each of the plurality of software applications used by the single customer service operator, the at least one determined call-specific evaluation metric to a central repository; A method comprising the above steps.

2. The method according to claim 1, wherein the at least one call-specific evaluation index comprises at least one of hold time, call duration, average processing time, call purpose, call result, response speed, number of outgoing calls cut off by the caller, number of unanswered calls, number of calls processed, average time for post-call work, call hold rate, average call hold time, post-call work rate for average time, number and ratio of transferred calls, number and ratio of video calls, total ratio of transferred calls or video calls, service level rate, number of transfers, idle time, number of calls, type of service software application applied to each service request during a call for each operator department or team leader, and number of call recordings.

3. In the method according to claim 1, further, a process of identifying the customer service operator assigned to the processing of the service request call; a process of calculating at least one operator-specific evaluation index based on the determined at least one call-specific evaluation index and pre-stored operator-specific evaluation index data; A method comprising:

4. In the method according to claim 3, further, a process of collecting at least one metadata item related to the service request call; A method comprising, wherein the at least one metadata item comprises at least one of telephone data, user profile data related to the identified operator, identification information of each of the plurality of software applications used by the one customer service operator, and information on whether the identified operator executed a search function during the service request call.

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

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

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

8. The method according to claim 1, further comprising using a container software application configured to facilitate interaction between each of the plurality of software applications to perform the monitoring and the reporting. A method comprising the above.

9. A computing device for reporting evaluation metrics regarding customer calls, comprising a processor, a memory, a communication interface connected to each of the processor and the memory, wherein the processor receives a service request call from a first customer via the communication interface, assigns a single customer service operator to handle the service request call sent from the first customer, and determines a plurality of software applications that can be used by the single customer service operator to handle 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. Monitor the service request call to obtain information regarding the timing of the service request call, events occurring during the service request call, and outputs of at least one of the plurality of software applications, At the end of the service request call, for each of the plurality of software applications used by the one customer service operator during the service request call and during the servicing of the first customer, determine at least one call-specific evaluation metric for each software application based on the information obtained from the monitoring, Report the determined at least one call-specific evaluation metric for each of the plurality of software applications used by the one customer service operator during the service request call and during the servicing of the first customer to a central repository, A computing device configured as described above.

10. In the computing device according to claim 9, the at least one call-specific evaluation metric includes hold time, call time, average processing time, call purpose, call result, response speed, number of outgoing calls with disconnection, number of unanswered calls, number of call processes, average time of post-call work, call hold rate, average call hold time, average post-call work rate per unit time, number and ratio of transferred calls, number and ratio of video calls, total ratio of transferred calls or video calls, service level rate, number of transfers, idle time, number of calls, type of service software application applied to each service request during a call for each operator department or team leader, and at least one of the number of call recordings. A computing device.

11. In the computing device according to claim 9, the processor further Identifies the customer service operator assigned to process the service request call, Calculates at least one operator-specific evaluation metric based on the determined at least one call-specific evaluation metric and pre-stored operator-specific evaluation metric data, A computing device configured as follows.

12. In the computing device according to claim 11, the processor further collects at least one metadata item regarding the service request call, configured as such, wherein the at least one metadata item consists of at least one of call data, user profile data regarding the identified operator, identification information of each of the plurality of software applications used by the one customer service operator, and information regarding whether the identified operator executed a search function during the service request call. A computing device.

13. In the computing device according to claim 11, the processor further displays a user interface including information regarding the service request call and information regarding a past series of correspondences corresponding to the first customer on a display unit corresponding to the identified customer service operator. A computing device configured as such.

14. In the computing device according to claim 9, the plurality of software applications include a first software application applicable to a response to a first aspect of the service request call and at least a second software application applicable to a response to a second aspect of the service request call. A computing device.

15. In the computing device according to claim 14, the at least one call-by-call evaluation metric consists of a first call-by-call evaluation metric regarding the first aspect of the service request call and at least a second call-by-call evaluation metric regarding the second aspect of the service request call. A computing device.

16. In the computing device according to claim 9, wherein the processor further performs the monitoring and the reporting using a container software application configured to facilitate interaction between each of the plurality of software applications. A computing device configured as such.

17. A non-transitory computer-readable storage medium storing instructions for reporting evaluation metrics related to customer calls, the storage medium comprising executable code, which when executed by a processor, causes the processor to receive a service request call from a first customer, assign a single customer service operator to process the service request call sent from the first customer, determine a plurality of software applications that can be used by the single customer service operator for handling the service request call, wherein 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, monitor the service request call to obtain information regarding the timing of the service request call, events occurring during the service request call, and outputs of at least one of the plurality of software applications, at the end of the service request call, for each of the plurality of software applications used by the single customer service operator during the service request call and during servicing of the first customer, determine at least one call-specific evaluation metric for each software application based on the results of the monitoring, and During the service request call, for each of the plurality of software applications used by the one customer service operator during servicing of the first customer, a procedure for reporting the at least one call-specific evaluation metric determined to a central repository A storage medium for causing the execution thereof. **Claim 18** In the storage medium according to claim 17, the executable code further causes the processor to A procedure for identifying the customer service operator assigned to the processing of the service request call, and A procedure for calculating at least one operator-specific evaluation metric based on the determined at least one call-specific evaluation metric and pre-stored operator-specific evaluation metric data A storage medium configured to cause the execution thereof. **Claim 19** In the storage medium according to claim 18, the executable code further causes the processor to A procedure for displaying a user interface including information regarding the service request call and information regarding a past series of correspondences applicable to the first customer on a display unit corresponding to the identified customer service operator A storage medium configured to cause the execution thereof. **Claim 20** In the storage medium according to claim 17, the plurality of software applications include a first software application applicable to a first aspect of the service request call and at least a second software application applicable to a second aspect of the service request call

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