Method and system for collecting reports for call center monitoring by supervisor

That which is claimed is:

1. A method of collecting and reporting information about a call center for use by a supervisor comprising the steps of: connecting a supervisor computer via a TCP/IP connection to an automatic call distributor (ACD) server and a structured query language (SQL) server positioned separate and spaced apart from the supervisor computer and having an associated historical database for call center statistics, which are included in a call center having a plurality of agents for receiving incoming calls; at predetermined time intervals, forwarding from the ACD server to the supervisor computer, responsive to the occurrence of the predetermined time intervals, status data relating to real time status changes of agents and incoming calls; processing the received status data at the supervisor computer and displaying real time reports for supervisor monitoring of call center and agent statistics; at predetermined time intervals, forwarding from the SQL server and associated historical database to the supervisor computer, statistical data relating to agents and call center operation; and processing the selected historical data within the supervisor computer to obtain historical reports of call center operation.

2. A method according to claim 1, wherein said real time reports comprise real time reports of calls answered, calls abandoned, talk time, agent status, calls in queue or agents in queue.

3. A method according to claim 1, and further comprising the step of displaying said real time reports for viewing the performance of groups of agents that are categorized by teams of agents, agents, DNIS, or agent skill.

4. A method according to claim 1, wherein the predetermined time intervals for forwarding status data from the ACD server is about 1-5 seconds.

5. A method according to claim 1, wherein the supervisor computer includes a monitor for displaying the real time reports in a graphical user interface.

6. A method according to claim 1, wherein the supervisor computer includes a monitor for displaying a graphical user interface used for controlling the processing of status data and controlling the display of real time reports.

7. A method according to claim 6, wherein said graphical user interface includes an ACD states toolbar having colors for ACD states that are displayed within real time reports.

8. A method according to claim 1, and further comprising the step of filtering within the supervisor computer the retrieved historical data for presenting selected statistics of agent and call center operation.

9. A method according to claim 1, and further comprising the step of displaying historical reports on one of at least agent productivity, agent productivity per hour, agent time sheet, call statistics/history, calls per hour fifteen minute, disposition code, or calls by agent per hour.

10. A method according to claim 1, wherein said predetermined time intervals for forwarding statistical data from the SQL server is about 15 minutes.

11. A method of collecting and reporting information about a call center for use by a supervisor comprising the steps of: connecting a supervisor computer to an automatic call distributor (ACD) server of a call center having a plurality of agents for receiving incoming calls; at predetermined time intervals, forwarding from the ACD server to the supervisor computer, responsive to the occurrence of the predetermined time intervals, status data relating to real time status changes of agents and incoming calls; and processing the received status data at the supervisor computer and displaying real time reports for supervisor monitoring of call center and agent statistics.

12. A method according to claim 11, wherein said real time reports comprise reports of at least calls answered, calls abandoned, talk time, agent status, calls in queue or agents in queue.

13. A method according to claim 11, and further comprising the step of displaying the real time reports for viewing the performance of groups of agents that are categorized by teams of agents, agents, DNIS, or agent skill.

14. A method according to claim 11, wherein the predetermined time intervals for forwarding status data is about 1-5 seconds.

15. A method according to claim 11, wherein the supervisor computer includes a monitor for displaying the real time reports in a graphical user interface.

16. A method according to claim 11, wherein the supervisor computer includes a monitor for displaying a graphical user interface used for controlling the processing of status data and controlling the display of real time reports.

17. A method according to claim 16, wherein said graphical user interface includes an ACD states toolbar having colors that each ACD state will be displayed within real time reports.

18. A call center system that collects and reports information about a call center for use by a supervisor comprising: a call center switch for receiving incoming calls from a communications network; a plurality of agents for receiving incoming calls that have been routed to respective agents; an automatic call distributor (ACD) server connected to said call center switch for routing calls to said plurality of agents; and a supervisor computer that is connected to the ACD server for receiving at predetermined time intervals status data relating to real time status changes of agents and incoming calls, forwarded by the ACD server responsive to the occurrence of the predetermined time intervals, said supervisor computer including a supervisor application for processing the received data and displaying real time reports to enable supervisor monitoring of call center and agent statistics.

19. A call center system according to claim 18, wherein the predetermined time intervals are about three seconds each.

20. A call center system according to claim 18, wherein said supervisor computer includes a monitor on which the real time reports are displayed.

21. A call center system according to claim 20, and further comprising a graphical user interface (GUI) that is displayed on said monitor through which the processing is controlled, the GUI having a selector to display real time reports including at least one of an answer chart, an abandon chart, an agent status summary, an agent status chart, a calls queued trend, a calls queued by skill chart, and a quick view of calls and agents.

22. A call center system according to claim 18, wherein said graphical user interface includes an ACD states toolbar having colors for ACD states that are displayed within the real time reports.

23. A call center system that collects and reports information about a call center for use by a supervisor comprising: a call center switch for receiving incoming calls; a plurality of agents for receiving incoming calls that have been routed to respective agents; an automatic call distributor (ACD) server connected to said call center switch for routing calls to said plurality of agents; a structured query language (SQL) server having a historical database of call center statistics; and a supervisor computer that is connected via a TCP/IP connection to the ACD server and SQL server positioned separate and spaced apart from the supervisor computer, for receiving at predetermined time intervals from the ACD server status data relating to real time status changes of agents and incoming calls and receiving at predetermined time intervals from the SQL server statistical data relating to agents and call center operation, said supervisor computer including a supervisor application for processing the received data and displaying real time reports to enable supervisor monitoring of call center and agent statistics and for displaying historical reports of the statistical data received from the SQL server.

24. A call center system according to claim 23, wherein the predetermined time intervals for receiving data from said ACD server are about 1-5 seconds each.

25. A call center system according to claim 23, wherein said predetermined time intervals for receiving data from said SQL server are about fifteen minutes each.

26. A call center system according to claim 23, wherein said supervisor computer includes a monitor on which the real time reports are displayed.

27. A call center system according to claim 23, and further comprising a graphical user interface (GUI) that is displayed on said monitor through which the processing is controlled, the GUI having a selector to display real time reports including at least one of an answer chart, an abandon chart, an agent status summary, an agent status chart, a calls queued trend, a calls queued by skill chart, and a quick view of calls and agents.

28. A call center system according to claim 27, wherein said graphical user interface includes an ACD states toolbar having colors for ACD states that are displayed within the real time reports.

Description Submit all comments and votes

FIELD OF THE INVENTION

This invention relates to the field of call centers, and more particularly, this invention relates to the field of call centers having automatic call distributors and interactive voice response units.

BACKGROUND OF THE INVENTION

Calls centers that use digital switching systems have become commonplace in businesses and institutions throughout the United States and the world. Often these call systems use separate and functionally different automatic call distributor (ACD) servers and interactive voice response (IVR) servers. The ACD allows routing of calls received via a switch to a plurality of different agents, depending on the predetermined standards defined by the call center system. Examples of these standards include routing based on DNIS or ANI. Some call center systems also have skills based routing on a limited scale.

In these prior art call centers, the IVR script is separately established under one control system, generally run on a processor that is operative and associated with the IVR server. On the other hand, ACD operation is scripted and controlled via a computer and processor that are associated with the ACD, but separate from any association with the IVR server. This is a complicated prior art system, and the lack of integration among any ACD and IVR servers and components makes for complicated call center administration. Additionally, the lack of functional integration among the ACD and IVR components, especially with scripting functions, makes call center set up time consuming, and makes real time reporting of call center operation and agent efficiency difficult. Also, this type of prior art call center system makes agent evaluation and call center evaluation less reliable.

In some prior art call center systems, the user sets up call routing first, and then pushes skills into the call routing. This type of routing and associated scripting is inefficient. Also, many call center systems use proprietary report generation software packages having different prepackaged report templates that cannot be customized with standard office products, such as commercially available SQL or other database products. "Snap shot" reports are thus not available or reliable enough to evaluate a call center performance in any complicated call center system using IVR and ACD servers. Thus, these call center systems are not dynamic, and do not effectively provide service to customers and callers. They also do not respond quickly to changing conditions in a manner to allow adequate real time report generation and the control and tracking of calls within the call center, whether in queue or being responded to by an agent. Any custom applications also are not readily exchangeable across different platforms and are not scalable for different solutions and thus, cannot meet diverse current and future call center demands.

SUMMARY OF THE INVENTION

It is therefore an object of the present invention to provide a method and system of collecting and reporting information about a call center for use by a remote supervisor.

A method and call center system are disclosed for collecting and reporting information by the call center for use by a supervisor. A supervisor computer is connected to an automatic call distributor (ACD) server and a structured query language (SQL) server having an associated historical database for call center statistics, which are included as part of the call center having a plurality of agents for receiving incoming calls. At predetermined time intervals, status data relating to real time status changes of agents and incoming calls are forwarded from the ACD server to the supervisor. The received status data is processed at the supervisor computer and real time reports are displayed for supervisor monitoring of the call center and agent statistics. At predetermined time intervals, statistical data related to agents and call center operation is forwarded from the SQL server and associated historical database to the supervisor, which is processed within the supervisor computer to obtain historical reports of call center operation.

In another aspect of the present invention, the real time reports comprise real time reports of calls answered, calls abandoned, talk times, agent status, calls in queue or agents in queue. The step of displaying the real time reports for viewing the performance of groups of agents can be categorized by teams of agents, agents, DNIS, or agent skill. The time intervals for forwarding status data from the ACD servers can be about three seconds. The supervisor computer can include a monitor for displaying the real time reports on a graphical user interface.

The supervisor computer can also include a monitor for displaying a graphical user interface used for controlling the processing of status data and controlling the display of real time reports. In one aspect of the present invention, graphical user interface includes an ACD states toolbar having colors for ACD states that are displayed within various real time reports. The supervisor computer can also filter the retrieved historical data for presenting selected statistics of agent and call center operation. The historical reports can be displayed concerning agent productivity, agent productivity per hour, agent time sheet, call statistics/history, calls per hour for 15 minutes, disposition code, or calls by agent per hour. Statistical data from the SQL server can be forwarded at about 15 minute time intervals.

A call center system is also disclosed and includes a call center switch for receiving incoming calls from a communications network. A plurality of agents receive incoming calls that have been routed to respective agents. An automatic call distributor (ACD) server is connected to the call center switch for routing calls to the plurality of agents. The supervisor computer is connected via a TCP/IP connection to the ACD server for receiving at predetermined time intervals status data relating to real time status changes of agents and incoming calls. The supervisor computer can include a supervisor application for processing the received data and displaying real time reports to enable supervisor monitoring of call center agent statistics.

BRIEF DESCRIPTION OF THE DRAWINGS

Other objects, features and advantages of the present invention will become apparent from the detailed description of the invention which follows, when considered in light of the accompanying drawings in which:

FIG. 1 is an overall block diagram of the call center system of the present invention, a switching platform, public switched telephone network and a customer calling into the call center system.

FIG. 2 is a portion of an open window showing the script construction editor that is used for scripting IVR functions and ACD functions and examples of advanced action icons.

FIG. 3 is a block diagram of a switched database showing a call processing overview.

FIG. 4 is a block diagram illustrating the switch and call center system where boards are inserted within the shelves and slots of a switch for a T1 trunk or analog line unit.

FIG. 5 is a table showing an example of a route requesting configuration that can be used in the present invention.

FIG. 6 is a table showing an example of a system device configuration that can be used in the present invention.

FIG. 7 is a table showing an example of a system logical device configuration that can be used in the present invention.

FIG. 8 is an example of an HIL message format for serial communication that can be used in the present invention.

FIG. 9 is an example of an open LAN HIL message format that can be used in the present invention.

FIG. 10 is a block diagram of the HIL signal circuits and the relation between the switch and call center system of the present invention.

FIG. 11 is a table illustrating an example of various parameters used for HIL stations of the present invention.

FIG. 12 is a table showing various facility numbers and trunk going numbers, outpost commands and outgoing COS numbers that could be used with the present invention.

FIG. 13 is another example of the construction editor showing various standard icons and the script display having connected icons for an IVR and ACD script.

FIG. 14 shows an open window for set up skills used in the ACD manager.

FIG. 15 shows an open window for the ACD Server Administrator application.

FIG. 16 shows an open window having greater details of the ACD server administrator application.

FIG. 17 shows an open window used for configuring the ACD server.

FIG. 18 shows an open window for advanced settings for the ACD server administrator application.

FIG. 19 shows the window reporting memory usage when the usage tab on the ACD server administrator application window is clicked.

FIG. 19A illustrates an open window for the administrator application where the IVR server is selected for configuring the IVR.

FIG. 19B illustrates an open window for configuring the IVR lines.

FIG. 19C illustrates an open window for the number of lines available on the IVR server.

FIG. 19D illustrates an open window for configuring IVR advanced properties.

FIG. 19E illustrates an open window that is opened by the monitor tab for monitoring the status of each line in the call system center.

FIG. 20 illustrates the toolbar for the ACD manager interface.

FIG. 21 illustrates a set of station window when the station's button is pushed on the toolbar of the ACD manager.

FIG. 22 illustrates details of a window used for a holiday schedule.

FIG. 23 illustrates a window for open/closed routing schedules of the DNIS.

FIG. 24 illustrates an opening and saving of route schedules open window obtained by the file menu of FIG. 23.

FIG. 25 illustrates a window used for opening existing route schedules and entering data.

FIG. 26 illustrates a window for entering a schedule for a day of week.

FIG. 27 illustrates a window for closing time.

FIG. 28 illustrates a window for finishing data entry.

FIG. 29 illustrates a window for entering holiday hours.

FIG. 30 illustrates a window for entering logical expressions through an advanced formula editor.

FIG. 31 illustrates a setup skills window for entering skills of agents.

FIG. 32 illustrates a window for entering new skills that can later be assigned to one or more agents.

FIG. 33 illustrates a setup window for call disposition tracking.

FIG. 34 illustrates a setup window for configuring a DNIS for in-bound calls and assigning it to a skill.

FIG. 35 illustrates a window for entering a DNIS name and skill for a DNIS.

FIG. 36 illustrates a window for setting up routing properties of a DNIS.

FIG. 37 illustrates a setup window for adding and removing teams.

FIG. 38 illustrates a window for adding and setting up new agents.

FIG. 39 illustrates a window for assigning skills to an agent.

FIG. 40 illustrates a window as in FIG. 39, but on top of another screen.

FIG. 41 illustrates the main screen for the ACD supervisor application with the various toolbars and menus.

FIG. 41A illustrates the main window for the ACD supervisor, together with an open window for the agents queued by skill chart.

FIG. 42 illustrates the File menu for the ACD supervisor application.

FIG. 43 illustrates the Edit menu for the ACD supervisor application.

FIG. 44 illustrates the View menu for the ACD supervisor application.

FIG. 45 illustrates the Windows menu for the ACD supervisor application.

FIG. 46 illustrates one version of a chart expert window used for real-time reporting of various events of the call center system.

FIG. 47 illustrates another version of a chart expert window for selecting various charts.

FIGS. 48-56 illustrate windows having charts and real time reports.

FIG. 57 is a window showing a list of historical reports.

FIGS. 58-65 are windows showing historical reports.

FIG. 66 illustrates a dial pad layout used in the dial pad software application.

FIG. 67 shows further details when the phone tab is selected and the menu option is pressed.

FIG. 68 shows details of the stats tab.

FIG. 69 shows details when the speed tab is selected.

FIG. 70 shows details when the time tab is selected.

FIG. 71 shows the main menu window for the IVR construction editor with the script display and properties area.

FIG. 72 shows an open window for the select condition for the branch when the case icon is selected.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

The system and method of the present invention is a PC-based and PBX integrated call center system, which maximizes the use of internal call center resources. FIG. 1 illustrates the basic components of the call center system of the present invention. As will be explained in greater detail below, the system combines an Automatic Call Distributor (ACD), a computer telephony interface (CTI), an Interactive Voice Response (IVR) system and support applications and features onto a single communications platform. The system uses skills-based routing and other intelligent queuing features to ensure that customers are reaching the best skilled and longest available resource within the call center environment. The system minimizes the number of interfaces required to incorporate and manage the call center system. It uses a client/server architecture that can leverage existing data communications networks and commercially available hardware and software components. The system combines software and a modular design incorporated within a highly scalable client/server architecture.

As shown in FIG. 1, the call center system 100 works in conjunction with a switching platform 102, which in one aspect of the present invention, could be a 20--20 switch as manufactured by Harris Corporation of Melbourne, Fla. The switching platform 102 is connected to a public switched telephone network 104 and customer 106. The call center system 100 includes an Interactive Voice Response (IVR) server 108, which also doubles as a call logger/recorder. An Automated Call Distributor (ACD) server 110 includes an ACD manager application and also acts as a call center server administrator. It is connected via TCP/IP links 112, in one aspect of the invention, to individual agent workstations 114, the IVR server 108, and a call center supervisor 116 with a teleset. The IVR server 108 has bidirectional communication with the switching platform 102 and ACD server 110. A Structured Query Language based (SQL) database server 118 is connected (with historical database 120) to ACD server 110 and IVR server 108 via TCP/IP link connection 112. Naturally, the server 118 could work as an ACD server because it also is a Windows NT server, as is server 110. The dashed line indicates the close association among the various servers and applications.

The construction editor where the user builds the IVR script by drag and drop and any ACD route editing have the same source codes as a compiled time directory. However, the engine that interprets the script, once a script is created, as when a call comes in, parses out the script.

The system of the present invention is an improvement over older, proprietary systems and open architecture client/server based systems. It can use worldwide, industry standard hardware and software components. It can be designed around a client/server architecture and reside on a Microsoft.TM. Windows platform. It includes skills based routing, routing to the longest available (idle) agent, and priority routing through a variety of configuration options available via the ACD manager software.

An integrated voice response software application operates with the IVR server 108. The IVR software application is used to set up and manage an interactive voice response system. The IVR software works with most telephone systems, and multiple scripts can be set up to work with multiple ports. The IVR option is embedded into the call center system 100 to provide continuity of all handling, database administration and reporting.

Database administration of IVR is accomplished through an intuitive and user friendly drag and drop graphical user interface (GUI) 122, such as depicted in FIG. 2, which shows a portion of an open window used in a construction editor that constructs IVR and ACD routing scripts. In accordance with the present invention, the GUI tool used for IVR is the same tool used to administer an ACD routing database. Reporting for both systems is as simple as reporting for an individual component because all of the systems fall under a single reporting platform that logically links call records between each component.

Scripts for an IVR system and ACD routing are designed and maintained in the construction editor (FIGS. 2, 13 and 71 and 72). The construction editor 124 is a software platform using a graphical user interface that is opened as a window by selecting edit script from the file menu of a main program window. At the top of the construction editor is a series of tabs. Clicking on these tabs displays different sets of actions, as will be explained in detail later. The construction editor allows a user to build advanced IVR features that seamlessly integrate into the ACD system, construct custom voice mail application, and perform call recording. Each IVR server is capable of supporting up to 96 voice ports a piece.

The Computer Telephone Integration (CTI) contains developer tools and programming interfaces to allow development and integration of the system components, such as shown in FIGS. 1 and 3. It can reside as a node on a LAN or corporate WAN, and allows for existing disparate applications to communicate through a common interface as known to those skilled in the art. It also serves as an accessible networked link for new systems and applications to interface rapidly with the call center system components. The CTI can provide an interface between the call center system and a network environment that is CSTA, TSAPI and TAPI standard components, and translate various proprietary call control and telephony control commands, such as used with a Harris 20--20 switch, into a format that is widely accepted as the standard for call center applications.

Call control and telephony control messages within the system can be read, formatted and transmitted via a published set of API functions, which are then set to the host database systems and applications for processing. Messages are received from these systems and are translated back into a published format through the same mechanisms. This process opens up the call center system to both first and third party call control options for use with products, such as predictive or preview dialing systems. The system can support major domestic and international network interfaces: T1, E1, PRI, SS7, and Analog, and can include a fully implemented CTI link: CSTA, CT-Connect, and TAPI.

As shown in FIGS. 15 and 19A, the various ACD servers and IVR servers can be configured via a respective ACD server administrator application and IVR server administrator application, where one or more servers that are used for the ACD and IVR can be configured by selecting appropriate servers through a drop down list.

The ACD server administrator serves as the interface 126 (FIG. 15) between the ACD server 110 and the call center's system administrator software forming the ACD server software. This application can be co-located on the ACD server 110 with the ACD server software, or can reside on a separate PC that is networked via a Local Area Network (LAN) or corporate Wide Area Network (WAN). From this application, the user can configure the system set-up and parameters, and monitor system performance, as will be explained later. The ACD server administrator 126 is the only interface direct to the ACD server itself.

By placing the ACD server administrator 126 on a corporate network, multiple instances of this application are able to interface with multiple call center system sites that reside on the same network. This capability allows for centralized system management and control, which further allows for database standards to be more easily used in dispersed sites. Centralized control can also offer the opportunity to reduce the number of database management resources and operations expertise required to administer the system. For sites that require localized control, the ACD server administrator 126 is equally accessible via a local LAN for that call center. The ACD server administrator facilitates access to the call center system tables.

Using the ACD server administrator 126, a database administrator or MIS personnel can open different windows to configure the par