Abstract: A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

Abstract: A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

Abstract: A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

Abstract: A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

Abstract: A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

Abstract: An iterative scheduling and campaign management process uses a WFM system and a CLM system. These systems may be independent or consolidated. In a first step of the process, the WFM system provides the CLM system coarse agent availability data. The coarse agent availability data is used by the CLM system to generate a first list order for a given outbound contact list, which contact list is then provided back to the WFM system. In a second step of the process, the WFM uses the first list order to facilitate a multi-skilled agent scheduling routine. The resulting set of multi-skilled agent schedules (or staffing level data derived from those schedules) is then provided by the WFM system to the CLM system. The CLM system then uses the multi-skilled agent schedules (or staffing level data) to create a second list order for the given outbound contact list. This list may be considered an optimized list given the agent schedule data provided by the WFM system. The outbound campaign is then initiated.

Abstract: A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

Abstract: A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data.

Abstract: Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.

Abstract: An adherence system provides an entity (such as a supervisor) with the ability to define one or more acceptable agent state “rules” that are then monitored for compliance. A particular “rule” defines a sequence of user-configured or system-defined work item handling states and, optionally, a particular duration for a given state in the sequence. The rule typically also has associated therewith one or more user-configured or system-defined “actions” that should occur if the rule (which is sometimes referred to as a “policy”) is triggered. Using state information, the system monitors the various states of a particular agent against one or more rules. If the agent violates the rule (e.g., by moving in or out of a state out of sequence, by staying within a given state too long, or the like), a trigger event is initiated to indicate a potential or actual policy violation. The trigger event may then initiate a given action.

Abstract: A performance management system (1) has a database (9) with KPI (10), Results & Ratings (11), and configuration date (12) tables. Configuration functions (8) configure the system to the environment and information management functions perform raw data capture and processing. The configuration functions (8) include a data dictionary function for formulation of calculation rules, and an objective wizard function for configuring objectives. Objectives are associated with individual agents by associating appraisal rating groups and data dictionary items with objectives. The objectives are grouped into objective groups, in turn associated with individual agents.

Abstract: A method and a system for providing and presenting performance statistics to an agent. A further embodiment of the present invention provides performance comparison reporting between an agent and an agent data group and/or a management unit. This is achieved by collecting and calculating statistical parameters that characterize the performance of agents, providing periodic updates to the performance data, and providing access to the performance data to the agent.

Abstract: A workforce management system implements enhanced any-day-of-the-week or holiday fairness processing. The system provides one or more display interfaces indexed by day of week or given holiday dates, and through which a user defines a fairness policy with respect to each such day or dates. In use, the system compares a fairness policy with historical credit data to generate a rank order of agent eligibility to fulfill a contact center schedule for a given day or holiday date. This rank order of agent availability is then provided to a scheduler to enable generation of one or more contact center schedules for the given day or holiday date. The day of week and holiday fairness may be carried out independently or combined. The system also enables fairness days or dates to be processed according to a user-defined priority.

Abstract: Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.

Abstract: Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.

Abstract: A method and a system for providing and presenting performance statistics to an agent. A further embodiment of the present invention provides performance comparison reporting between an agent and an agent data group and/or a management unit. This is achieved by collecting and calculating statistical parameters that characterize the performance of agents, providing periodic updates to the performance data, and providing access to the performance data to the agent.

Abstract: Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period are forecasted using historical methods and are propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, the total contacts to handle is determined for each period and the staffing requirements are calculated therefrom.

Abstract: A method is provided for assigning a group of agents to a plurality of available schedules, including determining preferences for a plurality of factors for each agent. Each agent provides an order of importance for the plurality of factors. For each factor, a difference value for that factor between a preliminarily assigned schedule (or pool of unassigned schedules) and each agent's preference for that factor is determined. The difference value for each factor is assigned to a vector for each agent. Then, for each agent, a vector for each schedule not assigned to that agent is determined. Vectors for every other agent are also calculated for every schedule swap involving the current agent. The schedule having the lowest vector is then assigned for each agent.

Abstract: A method of forecasting, allocating and scheduling in a single or multi-site skills-based contact or call center environment organized into a hierarchy of zero or more business units at a first, upper level, one or more contact types at a second, intermediate level, and one or more management units at a third, lower level. A user creates (a) a set of given contact allocations that define how contacts are distributed from a given business unit to multiple contact types, and (b) a set of given requirement allocations that define how agent requirements are distributed from a contact type to one or more management units. Agent availability by contact type is then predicted to generate agent availability data. Thereafter, forecasted contacts and forecasted agent requirements are allocated based on the given contact and requirement allocations as well as the agent availability data.

Abstract: The present invention provides for rescheduling workload. A period is selected. A contacts forecasted to be received (CRF) value for the selected period is selected. A contacts forecasted to be handled (CHF) value for the selected period is selected. A volume of contacts that can be handled based on agent schedules (CHS) is calculated. A contacts handled intraday value (CHI) is determined based on these values, possibly also using values for contacts actually received and handled and perhaps using backlog values and/or backlog threshold values. The CHI value is then overwritten as a function of the CHI value of a previous period, the contacts actually handled (CHA) value of a previous period, and other metrics of contact processing.