EXPORTING WORKFORCE MANAGEMENT SERVICE RECORDS AND NON-ITERATIVELY REVISING TASK ASSIGNMENTS

    公开(公告)号:US20230229991A1

    公开(公告)日:2023-07-20

    申请号:US17578354

    申请日:2022-01-18

    CPC classification number: G06Q10/063116 G06Q10/06312 G06Q10/06315

    Abstract: A non-iterative revising tool is provided, which interfaces with a WFM service running on one or more WFM hosts. The non-iterative revising tool can configure a client computing device to export timetable records and staffing forecast records from a WFM service; non-iteratively revise, for a referent employee, task assignments of timetable records to fulfill forecast workload volumes of a primary task type according to conditions not implemented by conventional WFM services; and import revised timetable records into the WFM service after work task assignments have been at least partially aligned with forecast workload volumes based on an alignment objective. The non-iterative revising tool and the WFM services configuring client computing devices and WFM hosts in conjunction allows numerous data records to be exported from WFM hosts running the WFM services, revised over a single pass by client computing devices running the non-iterative revising tool, and imported back to the WFM hosts running the WFM services, in just minutes.

    Monitoring representatives in a contact center environment

    公开(公告)号:US11706344B2

    公开(公告)日:2023-07-18

    申请号:US17545736

    申请日:2021-12-08

    CPC classification number: H04M3/5232 H04M3/5175

    Abstract: Techniques described herein relate to representative monitoring in a contact center environment. Data associated with a customer interaction, including content of the interaction and video of a representative display during processing associated with the interaction, are presented to an administrator in real time or near real time for monitoring during an interaction. In some examples, a contact center server may receive an event notification when a live contact begins, and may generate data files associated with the live contact to allow the administrator to monitor the contact. In some instances, the contact center server may continue to generate data after conclusion of the live contact, to allow the administrator to monitor and guide post-contact processing performed by the representative. The contact center server also may allow administrators to select live contacts for monitoring and/or receive alerts when pre-selected representatives commence live contacts that can be monitored.

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