Call Efficiency Indicator for Agent Productivity Measurement
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Solution Overview
Problem
Manual monitoring of call center agents' performance is inconsistent and inefficient, leading to imbalanced perceptions and increased time pressure on supervisors, which affects productivity and call center effectiveness.
Innovation Solution
A computer-implemented method calculates a call efficiency indicator (CEI) using the number of calls handled, average handle time, idle time, and scheduled time to provide an accurate measurement of agent productivity, incorporating these metrics into a formula for improved performance analysis.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual monitoring of agent performance is implemented, then supervisors can assess agent productivity, but monitoring consistency and equity deteriorate
Solution Approach 1:
The system enables self-service by automatically collecting agent performance data and calculating CEI metrics without requiring supervisor intervention. The call processing system itself generates the performance reports, eliminating human bias and inconsistency in data collection and analysis.
Solution Approach 2:
The patent replaces the mechanical manual monitoring process with an automated computer-based system. Instead of supervisors manually reviewing calls and calculating metrics, the system uses automated data extraction and calculation algorithms to generate performance reports, ensuring consistency and accuracy.
2Measurement precision
If supervisors manually monitor all agents, then performance assessment accuracy improves, but supervisor productivity deteriorates
Solution Approach 1:
The system performs self-service by automatically generating performance reports and CEI calculations without requiring supervisor time or effort. The call processing system extracts data and computes metrics autonomously, freeing supervisors from manual monitoring tasks while maintaining high measurement precision.
Solution Approach 2:
The patent substitutes the mechanical process of manual performance assessment with an automated computer-based system that continuously collects data and generates reports, eliminating the time-consuming manual work while preserving accurate performance measurement.
3Reliability
If extensive manual monitoring is conducted, then call center effectiveness improves, but time pressure on supervisors increases
Solution Approach 1:
The system enables self-service by automatically generating performance reports and CEI metrics without requiring supervisor time investment. The call processing system itself performs the monitoring and analysis functions, eliminating time pressure on supervisors while maintaining call center effectiveness through continuous automated assessment.
Solution Approach 2:
The patent replaces the time-consuming manual monitoring system with an automated computer-based solution that continuously tracks and evaluates agent performance without adding time pressure to supervisors, thereby maintaining reliability while preserving supervisor productivity.
Data Source
AI summary
Disclosed is a computer-implemented method for providing a call efficiency indicator. The method includes determining an agent scheduled time for a call efficiency indicator period; determining a number of calls handled by the agent for each particular call type during the call efficiency indicator period; calculating the average time it took that agent to handle calls, on a call type basis and during the call efficiency indicator period; determining an Average Handle Time metric; calculating idle time for the agent for the call efficiency indicator period; and calculating the call efficiency indicator for the call efficiency indicator period as a function of the number of calls handled by the agent, the Average Handle Time, the idle time, and the agent scheduled time.