Call Center Timeline Visualization for Process Monitoring
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Solution Overview
Problem
Call center managers face difficulties in understanding complex historical data due to lengthy, detailed tabular reports that overwhelm them with information, making it time-consuming to recognize inappropriate agent behavior and other issues.
Innovation Solution
A reporting system generates timeline visualizations using a report server, graphical server, and database to present concise and intuitive graphical representations of call center processes, including distinct symbols for events and line styles for states, facilitating easier monitoring of agents and call center entities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If detailed tabular reports are used to present call center process information, then comprehensive information about specific events is provided, but the reports become lengthy and overwhelming, making it time-consuming to understand and analyze the data
Solution Approach 1:
The patent creates visual copies of call center process data through timeline diagrams and graphical representations. Instead of presenting raw tabular data, the system generates visual copies that represent the same information in an easily interpretable format, allowing managers to quickly grasp process flows and agent behaviors without wading through lengthy tables
Solution Approach 2:
The patent transforms one-dimensional tabular data into two-dimensional visual timelines and graphical representations. By adding visual dimensions (time axes, graphical symbols, color coding), the system presents comprehensive information in a spatially organized manner that enables rapid comprehension while maintaining data completeness
2Reliability
If comprehensive detail reports are generated to show all call processing actions, then complete process information is available, but the complexity and length of reports make it difficult to recognize inappropriate agent behavior
Solution Approach 1:
The patent employs color coding and visual differentiation to highlight specific call center events and agent behaviors. Different colors and visual markers are used to represent various call states, agent actions, and performance metrics, enabling managers to quickly identify inappropriate behaviors and anomalies without sifting through complex tabular data
Solution Approach 2:
The patent segments comprehensive call center data into discrete, visually distinct events along a timeline. Each call processing action is represented as a separate visual element that can be individually analyzed, making it easier to identify specific problematic behaviors while maintaining the context of the complete process
Data Source
AI summary
A reporting system is utilized to generate timeline visualization information characterizing a process in a call center. The reporting system comprises a report server, a graphical server, and a database. The report server receives a request for a report, relating to one or more specified aspects of the call center process, from a user terminal, and generates a query to the database. The report server utilizes information retrieved from the database responsive to the query to generate a report for delivery to the user terminal. The report comprises at least one timeline having a plurality of image identifiers associated therewith. The graphical server supplies image files corresponding to respective ones of the image identifiers to the user terminal to thereby permit generation of a visualization of the timeline at the user terminal.