US20030154184A1 - Resource management facilitation - Google Patents

Resource management facilitation Download PDF

Info

Publication number
US20030154184A1
US20030154184A1 US10/329,999 US32999902A US2003154184A1 US 20030154184 A1 US20030154184 A1 US 20030154184A1 US 32999902 A US32999902 A US 32999902A US 2003154184 A1 US2003154184 A1 US 2003154184A1
Authority
US
United States
Prior art keywords
set
resource
data item
displaying
data items
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
US10/329,999
Inventor
Chuan Chee
Jeannie Chopra
Adrian Davies
Original Assignee
Chee Chuan Khay
Chopra Jeannie Lin
Davies Adrian Richard
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority to US09/100,011 priority Critical patent/US6526397B2/en
Application filed by Chee Chuan Khay, Chopra Jeannie Lin, Davies Adrian Richard filed Critical Chee Chuan Khay
Priority to US10/329,999 priority patent/US20030154184A1/en
Publication of US20030154184A1 publication Critical patent/US20030154184A1/en
Application status is Abandoned legal-status Critical

Links

Images

Classifications

    • GPHYSICS
    • G06COMPUTING; CALCULATING; COUNTING
    • G06QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00Administration; Management
    • G06Q10/06Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175Call or contact centers supervision arrangements
    • YGENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10STECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00Data processing: database and file management or data structures
    • Y10S707/99931Database or file accessing

Abstract

A method and system for resource management. In particular, a resource management system adapted to manage the resources, both machine and human, in call centers. The system calculates and displays statistics continuously which relate to both resources, machine and human, and objects, such as incoming calls, requiring resources. The statistics displayed are user configurable. Moreover, the system detects and warns a user upon a statistic exceeding a user defined threshold. The resource management system allows users to associate a resource to an object requiring resources. In so associating, the resources of the call center are reconfigured. Moreover, the statistics displayed and the method of display by the system are user configurable.

Description

    BACKGROUND OF THE INVENTION
  • This invention relates to a method and system for the management of resources. [0001]
  • Call centers may be established by businesses for the mass handling of incoming and/or outgoing calls. To this end, businesses often publish one or more common telephone numbers for all customer service or sales calls and these calls are received by call centers. The call center will distribute calls to agents so that they are timely answered by an agent who has the skills necessary to handle the call. To facilitate this, the call center may engage a caller in a menu driven session to decide on a queue to place the call to await an agent. (For example, there may be a queue for all english speaking callers who wish information about product X). Statistics, such as the number of calls waiting for an agent with French language skills, are typically displayed on one or more monitors for review by call center supervisors. These statistics allow a supervisor to identify problems which develop in the efficient handling of calls and to make compensating adjustments in the running of the call center. Additionally, it is known to display statistics common to the call center as a whole on a wallboard, which is a scrolling pixelboard. [0002]
  • Each supervisor's monitor may be part of a personal computer (PC) which, under software control, receives a flow of statistical data from a call center. One PC software product to achieve this purpose is the CENTRE VU SUPERVISOR™ by Lucent. With the Lucent product, a supervisor may choose a statistical display which may comprise a text chart and/or one or more graphical charts, such as pie charts or bar charts. For example, the display may include a text chart listing agents along with their state (e.g., handling an automatic call distribution—ACD—call, available, busy with an outgoing call) and a companion pie chart with this data. The data displayed is periodically updated based on the incoming flow of statistical data. [0003]
  • SUMMARY OF THE INVENTION
  • In accordance with the present invention, there is provided a method of facilitating management of resources, comprising the steps of: displaying a plurality of resource objects, each resource object representing a resource; displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process; receiving a user input associating a selected resource object with a selected resource requiring object; allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object. [0004]
  • According to another aspect of the invention, there is provided a method of facilitating management of a call center, comprising the steps of: displaying a plurality of resource objects, each resource object representing a resource; displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process; receiving a user input associating a selected resource object with a selected resource requiring object; allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object. [0005]
  • According to a further aspect of the invention, there is provided a method of facilitating management of resources, comprising: constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an instance of a set of relators; constructing a summary data item from said set of first data items; receiving a user input associating said summary data item with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators; responsive to said step of receiving, associating said set of first data items with said set of second data items; displaying said set of first data items; responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived. [0006]
  • According to a further aspect of the invention, there is provided a method of facilitating management of resources, comprising: constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an instance of a set of relators; receiving a user input associating one of said first data items with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators from which said one first data item was derived; responsive to said step of receiving, associating said set of first data items with said set of second data items; displaying said set of first data items; responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived. [0007]
  • According to a yet further aspect of the invention, there is provided a computer media product comprising: means for displaying a plurality of resource objects, each resource object representing a resource; means for displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process; means for receiving a user input associating a selected resource object with a selected resource requiring object; means for allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object. [0008]
  • According to a yet further aspect of the invention, there is provided a computer media product comprising: means for constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an-instance of a set of relators; means for receiving a user input associating one of said first data items with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators from which said one first data item was derived; means for, responsive to said step of receiving, associating said set of first data items with said set of second data items; means for displaying said set of first data items; means for, responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived. [0009]
  • According to a yet further aspect of the invention, there is provided a system for management facilitation comprising: means for displaying a plurality of resource objects, each resource object representing a resource; means for displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process; means for receiving a user input associating a selected resource object with a selected resource requiring object; means for allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object. [0010]
  • According to a yet further aspect of the invention, there is provided a system for management facilitation comprising: means for constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an instance of a set of relators; means for receiving a user input associating one of said first data items with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators from which said one first data item was derived; means for, responsive to said step of receiving, associating said set of first data items with said set of second data items; means for displaying said set of first data items; means for, responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived.[0011]
  • BRIEF DESCRIPTION OF THE DRAWINGS
  • In the drawings which illustrate example embodiments of this invention, [0012]
  • FIG. 1 is a schematic diagram of a call center system constructed in accordance with this invention, [0013]
  • FIG. 2 is a functional block diagram of a PC of a call center of FIG. 1, [0014]
  • FIGS. 3[0015] a to 3 d are flow diagrams of the software control for the PC of FIG. 2,
  • FIG. 4 illustrates the process of constructing a sliding window, and [0016]
  • FIGS. [0017] 5 to 10 are sample displays for the PC of FIG. 2.
  • DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
  • Turning to FIG. 1, a call center system [0018] 10 comprises a call center 12 with a server 14 and server client 16 connected to a local area network (LAN) 18. The center 12 also comprises a telephone switch 20 and an operations workstation 22 which, together with the server 14, are connected to an embedded LAN (ELAN) 24. A number of supervisor PCs 26 a, 26 b, a manager's PC 26 m, and a flat panel monitor 28 are also connected to LAN 18. LAN 18 may also connect to a wide area network (WAN) router 30 which is part of a WAN that connects to other call centers. The telephone switch is connected to one or more telephone trunks 32 and to a number of local telephones 34.
  • Turning to FIG. 2, a PC [0019] 26 comprises a processor 40 operationally connected to an input interface 42, a display interface 44, a LAN interface 46, a media reader 48 and memory 50. The input interface is connected to user input devices 52 (such as a keyboard and mouse), the display interface 44 is connected to a display 54, and the LAN interface 46 is connected to LAN 18. The media reader 48 may read computer media product 58.
  • In operational overview, the telephone switch receives telephone calls from trunk [0020] 32 and distributes these to telephones 34 under control of server 14, which is preferably a SYMPOSIUM CALL CENTER SERVER™ manufactured by Northern Telecom Limited. The telephone switch also places outgoing calls from local telephones 34. Server 14 broadcasts statistics and other information regarding calls on LAN 18. As will be described more fully hereinafter, the PCs receive these statistics and display same as data items on their display 54 under software control of their processor 40 and may issue call center reconfiguration commands to the server 14 over LAN 18.
  • Assuming the server is a SYMPOSIUM CALL CENTER SERVERT™, the queues for calls are implemented as “skillsets”, each skillset being a collection of skills (e.g. English, Product X). The Server routes calls to appropriate skillsets based on “applications”, which are a collection of skillsets (e.g., all English language requiring calls). [0021]
  • The updates ported to the LAN [0022] 18 by server 14 are sent at the end of each of consecutive pre-set time intervals. These updates include (i) number of calls waiting in each skillset (queue) of each application; (ii) number of calls received for each skillset of each application during the interval; (iii) number of calls answered from each skillset of each application during the interval; (iii) an identification of each agent and their status—e.g., on a skillset call; (iv) number of calls abandoned during the interval; (v) the longest wait time on each skillset for each application; and (vi) average answer delay on each skillset for each application. The last two statistics are tracked by the server 14.
  • Referencing FIG. 3[0023] a, which illustrates the umbrella program control for processor 40 of a PC 26, along with FIG. 2, the processor 40 receives statistics for each time interval via LAN interface 46 and stores these in memory 50 (S110). The processor may receive a user defined time period (which may be the same as, or some multiple of, the time interval for which statistics are received), a user defined time window, and user defined thresholds for statistics, all for reasons which will become apparent hereinafter (S112). On request from any of the sub-routines under the umbrella program, requested statistics are retrieved from memory and passed to the requesting sub-routine along with any associated thresholds and the time period and time window, if also requested (S116). Based on a user selection of a screen, display control passes to the sub-routine for the selected screen (S118).
  • Turning to FIG. 3[0024] b which illustrates the program control for the management summary sub-routine, this routine obtains statistics and the user defined time period via the umbrella program (S120) and calculates certain summary statistics (S122). More particularly, the processor calculates instantaneous statistics including the following: (i) the total number of calls currently waiting; (ii) the number of agents on a call for a skillset; and (iii) the total number of agents on outgoing calls. As well, using the user defined time period, the processor calculates cumulative statistics including the following: (i) the number of calls answered during the period; (ii) the number of calls abandoned during the time period; (iii) the percentage of total calls waiting which were answered in the time period; and (iv) the total number of calls received in a period. If a user has requested the management summary screen such that display control has passed to the management summary sub-routine (S124), a user may ask to view any of the calculated summary statistics which results in a window being displayed on display 54 with a data item comprising the requested summary statistic (S125). The data item is displayed as a graphical number in the window, which is described herein as a “billboard window”.
  • Optionally, a user may also ask for a sliding time window in respect of a summary statistic (S[0025] 126). A sliding time window is a bar chart or graph with data items comprising a cumulative statistic or an averaged instantaneous statistic, over each of a pre-defined number of consecutive time periods (this pre-defined number of time periods constituting the window). It is constructed by accessing historical as well as current statistics from memory 50. When a period elapses, the data item for the oldest time period of the window is dropped and a data item representing the statistic for the new time period is added. It is in this sense that the time window is “sliding”. Alternatively, if a more accurate sliding window is desired, then with reference to FIG. 4, with each new time interval 90 (which, it will be recalled, is set by the call center and may be shorter than the user defined period 92), the data items in the time window are adjusted as follows. In the case of a cumulative statistic, the value of the data item associated with the current time period is increased by the value of the cumulative statistic associated with the current interval and is decreased by the value of the cumulative statistic associated with the oldest time interval forming part of this data item. The value of this cumulative statistic associated with the oldest time interval of the data item representing the current time period is then added to the data item representing the next to current time period. The value of the cumulative statistic associated with the oldest time interval forming part of the next to current time period data item is removed from this data item. This process is repeated for each of consecutively older data items such that each data item has the value of one cumulative statistic for a time interval added to it and one removed from it. In the case of an instantaneous statistic, the process is the same but with the average over a period being calculated after the one new interval value has been added and the oldest interval value has been dropped. FIG. 4 illustrates this sliding window process.
  • The user may select the size, position, and color of the window (S [0026] 127). Additionally, the user may open other windows for any of the other summary statistics and configure the windows on the display as desired (S125, S126). A sample screen generated by the management summary sub-routine is illustrated in FIG. 4. In respect of the sliding windows illustrated at 70 and 72, it is noted in the case of the bar chart 72, each bar represents one data item for one time period and in the case of the graph 70, each point on the graph represents one data item for one time period.
  • If the value of any instantaneous statistic exceeds a user defined threshold or the value of a statistic accumulated over a time period exceeds a user defined threshold, then the window containing the data item representing this statistic is expanded—when it is not already expanded—and placed in the foreground—when it is not already in the foreground (S[0027] 128). In addition, the color of the window may default to an urgency indicating color, the window may flash, or the PC may generate a warning sound (S129). Optionally, the user may set escalating thresholds with a greater number of attention demanding events occurring with each higher threshold reached. It will be understood that some thresholds (such as service level) will be defined as being exceeded by dropping below an acceptable level and others (such as calls waiting) will be defined as being exceeded by increasing above an acceptable level.
  • Access to the management summary sub-routine may be password controlled. [0028]
  • Referencing FIG. 3[0029] c which illustrates program control for the call status sub-routine, this routine obtains statistics and the user defined time period via the umbrella program (S130) and calculates certain sets of detail statistics (S132). More particularly, the processor calculates instantaneous statistics for each skillset of each application, such as the following: (i) the total number of calls currently waiting; (ii) the total number of agents on a skillset call. It may also calculate the total number of agents on an outgoing call. As well, using the user defined time period, the processor calculates cumulative statistics for each skillset of each application such as the following: (i) the number of calls answered during the period; (ii) the number of calls abandoned during the time period; (iii) the percentage of total calls waiting which were answered in the time period. If a user has requested the call status screen such that display control has passed to the call status sub-routine (S134), a user may ask to view any of the sets of detail statistics which results in a window being displayed on display 54 with the requested statistics set being displayed as a set of data items (S 136). The user selects between a bar chart (with each bar comprising a data item), pie chart (with each pie slice comprising a data item), line graph, and sliding time window, and the user may also configure the window size, position, and the like as desired (S138). Additionally, the user may open windows for any of the other statistics sets and configure the windows on the display as desired (S136). Sample screens generated by the call status sub-routine for skillsets grouped in the application “sales” are illustrated in FIGS. 6 and 7.
  • A supervisor sub-routine, illustrated in FIG. 3[0030] d, is also defined. This sub-routine may provide the ability to see user selected statistics available by way of the management sub-routine and by way of the call status sub-routine. In addition, the supervisor sub-routine may provide for an identification of agents and detailed sets of agent status statistics (S150, 152). FIG. 8 represents a sample supervisor screen with a billboard window for total calls waiting and bar and pie chart windows with data items, such as data item 61, representing a status statistic for agents (the label “DN calls” representing outgoing calls). FIG. 9 represents another sample supervisor screen with a window 62 displaying agent names as objects 64 as well as statistical data items 66 associated with each agent name object. If a user has requested the supervisor screen such that display control has passed to the supervisor sub-routine (S154), a user may ask to view any of the summary statistics or sets of detail statistics which are available by way of the supervisor sub-routine; this results in windows being displayed on display 54 with the requested statistics displayed as data items (S156). Again, the user may configure these windows (S158). Access to the supervisor sub-routine may be password controlled.
  • A user also has the option of associating any data item in any given window with another window, which other window may contain a single data item or a set of data items (S[0031] 160). For example, a user may associate the total calls waiting data item 60 of FIG. 8 with the agent status window 62 of FIG. 9. In such instance, whenever a user thereafter indicates data item 60 (such as by pointing to this data item with a mouse pointer and clicking the mouse), window 62 pops up (S170). In this way a user may, for example, configure associations so as to be able to obtain greater detail on a summary statistic simply by indicating the data item representing such statistic. The association may be two-way such that if a user indicates window 62, the window containing data item 60 pops up. When a user requests an association of a data item with a window and the data item represents a summary statistic (S162), then the sub-routine sets up a “by skillset” association between each skillset of detail statistics for this summary statistic with the other window (S164). Then, should a user thereafter indicate a data item representing a detail statistic for this summary statistic, the associated window pops up but with information only for the one skillset (5170). For example, where the user has associated total calls waiting data item 60 (FIG. 8) with agent status window 62 (FIG. 9), then the sub-routine will also associate each data item in the calls waiting by skillset window 70 (FIG. 6) with the agent status window 62 (FIG. 8) together with an indication that the association is “by skillset”. Consequently, should a user thereafter indicate, for example, data item 72 (FIG. 6) of window 70 (FIG. 6) representing calls waiting for the region of the U.S.A., window 62 (FIG. 9) would pop up, but populated with statistics only for agents handling calls for the region of the U.S.A.
  • Optionally, a user association of a data item representing a skillset statistic with a window may trigger the sub-routine to set up a “by application” association. In this case each skillset in the application of which the skillset statistic represented by the indicated data item is a member is associated with the other window. In such instance, by a user thereafter indicating any of the data items for the skillsets in this application, the other window will pop up, but populated with information only for the one application suggested by the data item. [0032]
  • Agents and phone lines are resources of a call center. Waiting calls are resource requiring processes. The supervisor sub-routine allows a user to associate any resource object with any resource requiring object. This may be accomplished by the user pointing to a displayed resource object and dragging it into the data item of a resource requiring object (S [0033] 174). The result is a message from the PC to the call center asking for a reconfiguration of the call center to allocate the selected resource to the selected resource requiring process (S176). For example, the user could point to the agent object “Charlie” illustrated at 64 on window 62 of FIG. 8, then open window 70 illustrated in FIG. 6 and drop the Charlie object on data item 72. This would result in the processor 40 sending a message to the call center requesting Charlie be allocated to calls waiting from the region of the U.S.A. Similarly, the call center may provide information on phone lines used by the call center and phone lines which could be allocated to the center. These may be displayed as resource objects in a window of the supervisor screen such that an unallocated phone line could be dragged and dropped into a window indicating the level of utilisation of telephone trunks in order to reconfigure the call center to use this additional phone line.
  • As illustrated in FIG. 10 at [0034] 80, a map of agents at the call center may also be displayed as objects on the supervisor screen updated periodically or when an agent logs on or off from the system. The supervisor may indicate one of the agent objects and be presented with a menu to change the state of the agent (e.g., for “not ready” to “ready”). The agent would then receive an indication of his change of state. This saves time as compared with calling an agent with a request for a status change. The supervisor may also select a “listen in” item from menu to listen to the current call of the agent.
  • Statistics of interest to all in the call center may be displayed in billboard fashion on the flat panel monitor [0035] 28, which monitor may be of sufficient size for all to see. Thus, the flat panel monitor may take the place of a wallboard and has the advantage that all statistics are displayed at a static spot on the screen as compared with the scrolling display of a wallboard. The flat panel monitor has greater information relaying capabilities as compared with a wallboard due to its ability to show statistics in colour (that can be changed at threshold levels) and to provide various representations (such as bar and pie charts or even video). The flat panel monitor also allows a person to more easily modify the displayed contents than does a wallboard. As an alternative to a flat panel monitor, a large size plasma display may be used.
  • The WAN router [0036] 30 may be used to link to other call centers so that it is possible for the PCs to access statistics for a group of call centers rather than a single call center. This feature can be used to co-ordinate the control of a group of call centers.
  • While the call center server of FIG. 1 has been illustrated as a distinct element, in some call centers the server is part of the telephone switch. [0037]
  • While the teachings of the subject invention are particularly advantageous in facilitating management of a call center, they may have application to the management of other systems, such as a stock brokerage. [0038]
  • Other modifications will be apparent to those skilled in the art and, therefore, the invention is defined in the claims. [0039]

Claims (21)

What is claimed is:
1. A method of facilitating management of resources, comprising the steps of:
displaying a plurality of resource objects, each resource object representing a resource;
displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process;
receiving a user input associating a selected resource object with a selected resource requiring object;
allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object.
2. The method of claim 1 including the steps of:
receiving a user input associating a given data item with a set of at least one data item;
displaying said given data item;
responsive to a user input indicating said given data item, displaying said set of at least one data item.
3. The method of claim 2 including the step of:
responsive to a user input indicating said set of at least one data item, displaying said data item.
4. The method of claim 1 including the steps of:
repeatedly receiving updates respecting at least one set of at least one statistic and, for each of said at least one set of at least one statistic, displaying a window containing a set of corresponding data items based on said updates;
receiving a user input indicating an action in respect of one said window;
undertaking said action in respect of said one said window.
5. The method of claim 4 including the steps of:
repeatedly receiving updates respecting at least one set of resources and, for each of said at least one set of resources, displaying a window containing a set of corresponding resource objects based on said updates; and
repeatedly receiving updates respecting at least one set of resource requiring processes and, for each of said at least one set of resource requiring processes, displaying a window containing a set of corresponding resource requiring objects based on said updates.
6. The method of claim 5 wherein said action in respect of said window comprises one of (i) resizing said window; (ii) minimizing said window; (iii) moving said window to a foreground position; (iv) moving said window to a background position; and (v) repositioning said window.
7. The method of claim 4 wherein where an update in respect of a statistic of a set of at least one statistic exceeds a threshold, expanding a corresponding window for a corresponding set of data items, if said corresponding window is not expanded and displaying said corresponding window in a foreground position, if said corresponding window is not displayed in a foreground position.
8. The method of claim 4 wherein a set of at least one statistic comprises a target statistic and wherein the step of displaying comprising displaying a window of data items representing said target statistic for each of a plurality of consecutive time periods.
9. The method of claim 8 wherein said target statistic comprises an instantaneous statistic and wherein said step of displaying includes obtaining an average value of said instantaneous statistic for each of said plurality of consecutive time periods.
10. The method of claim 8 including the steps of:
constructing a new data item based on received updates;
displaying said new data item as part of said window;
ceasing to display a data item represented by an oldest time period when said new data item is displayed.
11. The method of claim 10 wherein each data item is constructed from a collection of consecutive updates and including the steps of:
with each update received, incorporating said received update in a data item associated with a most recent time period and unincorporating an oldest update from said data item associated with said most recent time period;
for each remaining data item of said window, unincorporating an oldest update and incorporating an oldest update from a data item for a next consecutive more recent time period.
12. The method of claim 1 wherein each step of displaying comprises displaying on one of a flat screen monitor and a plasma monitor located in a common area for viewing by a group of people.
13. A method of facilitating management of a call center, comprising the steps of:
displaying a plurality of resource objects, each resource object representing a resource;
displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process;
receiving a user input associating a selected resource object with a selected resource requiring object;
allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object.
14. The method claim 13 wherein each resource object represents a resource comprising one of an agent, a call, and a telephone line and wherein each resource requiring object represents a resource requiring process comprising one of a queue of calls waiting to be answered and an indicator of telephone trunk utilisation.
15. A method of facilitating management of resources, comprising:
constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an instance of a set of relators;
constructing a summary data item from said set of first data items;
receiving a user input associating said summary data item with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators;
responsive to said step of receiving, associating said set of first data items with said set of second data items;
displaying said set of first data items;
responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived.
16. A method of facilitating management of resources, comprising:
constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an instance of a set of relators;
receiving a user input associating one of said first data items with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators from which said one first data item was derived;
responsive to said step of receiving, associating said set of first data items with said set of second data items;
displaying said set of first data items;
responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived.
17. A computer media product comprising:
means for displaying a plurality of resource objects, each resource object representing a resource;
means for displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process;
means for receiving a user input associating a selected resource object with a selected resource requiring object;
means for allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object.
18. A computer media product comprising:
means for constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an instance of a set of relators;
means for receiving a user input associating one of said first data items with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators from which said one first data item was derived;
means for, responsive to said step of receiving, associating said set of first data items with said set of second data items;
means for displaying said set of first data items;
means for, responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived.
19. A system for management facilitation comprising:
means for displaying a plurality of resource objects, each resource object representing a resource;
means for displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process;
means for receiving a user input associating a selected resource object with a selected resource requiring object;
means for allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object.
20. A system for management facilitation comprising:
means for constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an instance of a set of relators;
means for receiving a user input associating one of said first data items with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators from which said one first data item was derived;
means for, responsive to said step of receiving, associating said set of first data items with said set of second data items;
means for displaying said set of first data items;
means for, responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived.
21. The method of claim 1 including the steps of:
receiving a user input indicating a resource object;
displaying an option menu including an option of changing a state of said indicated resource object;
changing a state of said resource object based on a user selection.
US10/329,999 1998-06-19 2002-12-26 Resource management facilitation Abandoned US20030154184A1 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
US09/100,011 US6526397B2 (en) 1998-06-19 1998-06-19 Resource management facilitation
US10/329,999 US20030154184A1 (en) 1998-06-19 2002-12-26 Resource management facilitation

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US10/329,999 US20030154184A1 (en) 1998-06-19 2002-12-26 Resource management facilitation

Related Parent Applications (1)

Application Number Title Priority Date Filing Date
US09/100,011 Continuation US6526397B2 (en) 1998-06-19 1998-06-19 Resource management facilitation

Publications (1)

Publication Number Publication Date
US20030154184A1 true US20030154184A1 (en) 2003-08-14

Family

ID=22277678

Family Applications (2)

Application Number Title Priority Date Filing Date
US09/100,011 Expired - Lifetime US6526397B2 (en) 1998-06-19 1998-06-19 Resource management facilitation
US10/329,999 Abandoned US20030154184A1 (en) 1998-06-19 2002-12-26 Resource management facilitation

Family Applications Before (1)

Application Number Title Priority Date Filing Date
US09/100,011 Expired - Lifetime US6526397B2 (en) 1998-06-19 1998-06-19 Resource management facilitation

Country Status (1)

Country Link
US (2) US6526397B2 (en)

Cited By (21)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20050071212A1 (en) * 2003-09-26 2005-03-31 Flockhart Andrew D. Method and apparatus for business time computation in a resource allocation system
US20060085538A1 (en) * 2004-10-14 2006-04-20 Sbc Knowledge Ventures, L.P. System and method for enhanced network monitoring
US20060215833A1 (en) * 2005-03-22 2006-09-28 Sbc Knowledge Ventures, L.P. System and method for automating customer relations in a communications environment
US20090083269A1 (en) * 2002-07-09 2009-03-26 Vignette Corporation Method and system for identifying website visitors
US7603430B1 (en) 2002-07-09 2009-10-13 Vignette Corporation System and method of associating events with requests
US7627688B1 (en) * 2002-07-09 2009-12-01 Vignette Corporation Method and system for detecting gaps in a data stream
US7711104B1 (en) 2004-03-31 2010-05-04 Avaya Inc. Multi-tasking tracking agent
US7770175B2 (en) 2003-09-26 2010-08-03 Avaya Inc. Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal
US7949121B1 (en) 2004-09-27 2011-05-24 Avaya Inc. Method and apparatus for the simultaneous delivery of multiple contacts to an agent
US8094804B2 (en) 2003-09-26 2012-01-10 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US8234141B1 (en) 2004-09-27 2012-07-31 Avaya Inc. Dynamic work assignment strategies based on multiple aspects of agent proficiency
US8306212B2 (en) 2010-02-19 2012-11-06 Avaya Inc. Time-based work assignments in automated contact distribution
US8605885B1 (en) * 2008-10-23 2013-12-10 Next It Corporation Automated assistant for customer service representatives
WO2014043419A1 (en) * 2012-09-12 2014-03-20 Genesys Telecommunications Laboratories, Inc. System and method for providing dynamic elasticity of contact center resources
US8738412B2 (en) 2004-07-13 2014-05-27 Avaya Inc. Method and apparatus for supporting individualized selection rules for resource allocation
US8751232B2 (en) 2004-08-12 2014-06-10 At&T Intellectual Property I, L.P. System and method for targeted tuning of a speech recognition system
US8824659B2 (en) 2005-01-10 2014-09-02 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US9112972B2 (en) 2004-12-06 2015-08-18 Interactions Llc System and method for processing speech
US9628623B2 (en) 2012-11-21 2017-04-18 Genesys Telecommunications Laboratories, Inc. Graphical user interface for monitoring and visualizing contact center routing strategies
US9912813B2 (en) 2012-11-21 2018-03-06 Genesys Telecommunications Laboratories, Inc. Graphical user interface with contact center performance visualizer
US9912812B2 (en) 2012-11-21 2018-03-06 Genesys Telecommunications Laboratories, Inc. Graphical user interface for configuring contact center routing strategies

Families Citing this family (24)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
SE9901588L (en) * 1999-05-04 2000-11-05 Ericsson Telefon Ab L M Resource for telecommunications networks
JP4232283B2 (en) * 1999-08-10 2009-03-04 ソニー株式会社 Access history presentation method and access history presentation device, the resource providing method and resource providing device, as well as computer-readable recording medium a program
US7046789B1 (en) * 1999-11-01 2006-05-16 Aspect Software, Incc TracM-task and resource automation for call center management
US6956941B1 (en) * 2000-04-12 2005-10-18 Austin Logistics Incorporated Method and system for scheduling inbound inquiries
US7103173B2 (en) * 2001-07-09 2006-09-05 Austin Logistics Incorporated System and method for preemptive goals based routing of contact records
US7715546B2 (en) * 2001-07-09 2010-05-11 Austin Logistics Incorporated System and method for updating contact records
US7054434B2 (en) 2001-07-09 2006-05-30 Austin Logistics Incorporated System and method for common account based routing of contact records
US7142662B2 (en) 2000-07-11 2006-11-28 Austin Logistics Incorporated Method and system for distributing outbound telephone calls
US6978006B1 (en) * 2000-10-12 2005-12-20 Intervoice Limited Partnership Resource management utilizing quantified resource attributes
US7953219B2 (en) * 2001-07-19 2011-05-31 Nice Systems, Ltd. Method apparatus and system for capturing and analyzing interaction based content
US7599841B1 (en) * 2002-04-30 2009-10-06 Sap Ag Personnel cost planning
US7836403B2 (en) * 2002-06-27 2010-11-16 Siebel Systems, Inc. Persistent dashboard for user interface
US8065618B2 (en) * 2003-08-18 2011-11-22 Sap Ag Customization of an interaction center manager's graphical dashboard
US7505578B2 (en) * 2003-08-28 2009-03-17 Nortel Networks Limited Load balancing in a network of contact centres
US7573998B2 (en) * 2004-06-15 2009-08-11 Citicorp Credit Services, Inc. Methods and systems for management of data for multiple call centers
US8204884B2 (en) * 2004-07-14 2012-06-19 Nice Systems Ltd. Method, apparatus and system for capturing and analyzing interaction based content
US7720214B2 (en) * 2005-02-22 2010-05-18 International Business Machines Corporation Call center study method and system
US7818196B2 (en) * 2005-06-13 2010-10-19 Avaya Inc. Real time estimation of rolling averages of cumulative data
US20100100824A1 (en) * 2008-10-16 2010-04-22 Claudio Bartolini Graphical user interface for resource management
US8634540B1 (en) * 2008-11-13 2014-01-21 United Services Automobile Association (Usaa) Systems and methods for providing telephone prompts to a client based on web site activities of the client
US9483807B2 (en) 2009-03-26 2016-11-01 Laguna Mena Inc Hospital communication system
US20110105919A1 (en) * 2009-10-30 2011-05-05 Mohammed Naji Medical device
US20110145032A1 (en) * 2009-12-14 2011-06-16 William Nathan Stearns Workforce management system for forecasting and scheduling work items that cross intervals
US8539373B1 (en) * 2011-07-05 2013-09-17 Google Inc. Sliding window manager

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5784452A (en) * 1994-06-01 1998-07-21 Davox Corporation Telephony call center with agent work groups
US6466663B1 (en) * 1997-09-30 2002-10-15 Don Ravenscroft Monitoring system client for a call center
US6490350B2 (en) * 1997-09-30 2002-12-03 Mci Communications Corporation Monitoring system for telephony resources in a call center

Family Cites Families (22)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4827410A (en) * 1986-07-21 1989-05-02 Corren Dean R Computer system user interface
US5911134A (en) * 1990-10-12 1999-06-08 Iex Corporation Method for planning, scheduling and managing personnel
US5185780A (en) * 1990-10-12 1993-02-09 Tex Corporation Method for predicting agent requirements in a force management system
US5590188A (en) * 1992-11-09 1996-12-31 Iex Corporation Rules-based call routing
GB2273025B (en) * 1992-11-12 1997-03-26 Rockwell International Corp Automatic call distributor with a programmable data window display system and method
CA2129942C (en) * 1993-09-30 1998-08-25 Steven Todd Kaish Telecommunication network with integrated network-wide automatic call distribution
US5790650A (en) * 1994-06-01 1998-08-04 Davox Corporation Telephone call center management system which supports multi-user and separate private applications
SE503021C2 (en) * 1994-06-13 1996-03-11 Ericsson Telefon Ab L M Driftstödsnät for a telecommunications network including network elements, telecommunications network including network elements, network elements and ways to structure software in a network element
US5825360A (en) * 1995-04-07 1998-10-20 Apple Computer, Inc. Method for arranging windows in a computer workspace
US5721770A (en) * 1996-07-02 1998-02-24 Lucent Technologies Inc. Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls
US5999965A (en) * 1996-08-20 1999-12-07 Netspeak Corporation Automatic call distribution server for computer telephony communications
US5995614A (en) * 1997-02-10 1999-11-30 Genesys Telecommunications Laboratories, Inc. Dynamic requeing to avoid latency in call-routing systems
US5995615A (en) * 1997-02-10 1999-11-30 Genesys Telecommunications Laboratories, Inc. External positivistic forward transfer in call-routing systems
US6049775A (en) * 1998-01-30 2000-04-11 Bell & Howell Mail And Messaging Technologies Company Systems, methods and computer program products for monitoring and controlling mail processing devices
US6032122A (en) * 1997-03-14 2000-02-29 Bell & Howell Mail And Messaging Technologies Company Systems, methods and computer program products for monitoring and controlling mail processing devices
US6046762A (en) * 1997-04-01 2000-04-04 Cosmocom, Inc. Multimedia telecommunication automatic call distribution system
US5999609A (en) * 1997-04-04 1999-12-07 Sun Microsystems, Inc. Computer-telephony (CT) system including an electronic call request
US5995937A (en) * 1997-11-07 1999-11-30 Deroyal Industries, Inc. Modular health-care information management system utilizing reusable software objects
US6047060A (en) * 1998-02-20 2000-04-04 Genesys Telecommunications Laboratories, Inc. Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center
US6005575A (en) * 1998-03-23 1999-12-21 Microsoft Corporation Foreground window determination through process and thread initialization
US6239798B1 (en) * 1998-05-28 2001-05-29 Sun Microsystems, Inc. Methods and apparatus for a window access panel
US6233332B1 (en) * 1998-06-03 2001-05-15 Avaya Technology Corp. System for context based media independent communications processing

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5784452A (en) * 1994-06-01 1998-07-21 Davox Corporation Telephony call center with agent work groups
US6466663B1 (en) * 1997-09-30 2002-10-15 Don Ravenscroft Monitoring system client for a call center
US6490350B2 (en) * 1997-09-30 2002-12-03 Mci Communications Corporation Monitoring system for telephony resources in a call center

Cited By (41)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8073927B2 (en) 2002-07-09 2011-12-06 Vignette Software Llc System and method of associating events with requests
US9936032B2 (en) 2002-07-09 2018-04-03 Open Text Sa Ulc Method and system for identifying website visitors
US8578014B2 (en) 2002-07-09 2013-11-05 Open Text S.A. System and method of associating events with requests
US20090083269A1 (en) * 2002-07-09 2009-03-26 Vignette Corporation Method and system for identifying website visitors
US7603430B1 (en) 2002-07-09 2009-10-13 Vignette Corporation System and method of associating events with requests
US7627688B1 (en) * 2002-07-09 2009-12-01 Vignette Corporation Method and system for detecting gaps in a data stream
US20100049791A1 (en) * 2002-07-09 2010-02-25 Vignette Corporation System and method of associating events with requests
US20100058158A1 (en) * 2002-07-09 2010-03-04 Vignette Corporation Method and system for detecting gaps in a data stream
US9021022B2 (en) 2002-07-09 2015-04-28 Open Text S.A. Method and system for identifying website visitors
US7895355B2 (en) * 2002-07-09 2011-02-22 Vignette Software Llc Method and system for detecting gaps in a data stream
US8386561B2 (en) 2002-07-09 2013-02-26 Open Text S.A. Method and system for identifying website visitors
US8291040B2 (en) 2002-07-09 2012-10-16 Open Text, S.A. System and method of associating events with requests
US8891747B2 (en) 2003-09-26 2014-11-18 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US20050071212A1 (en) * 2003-09-26 2005-03-31 Flockhart Andrew D. Method and apparatus for business time computation in a resource allocation system
US8094804B2 (en) 2003-09-26 2012-01-10 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US7770175B2 (en) 2003-09-26 2010-08-03 Avaya Inc. Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal
US9025761B2 (en) 2003-09-26 2015-05-05 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US8751274B2 (en) 2003-09-26 2014-06-10 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US7711104B1 (en) 2004-03-31 2010-05-04 Avaya Inc. Multi-tasking tracking agent
US8738412B2 (en) 2004-07-13 2014-05-27 Avaya Inc. Method and apparatus for supporting individualized selection rules for resource allocation
US8751232B2 (en) 2004-08-12 2014-06-10 At&T Intellectual Property I, L.P. System and method for targeted tuning of a speech recognition system
US9368111B2 (en) 2004-08-12 2016-06-14 Interactions Llc System and method for targeted tuning of a speech recognition system
US8234141B1 (en) 2004-09-27 2012-07-31 Avaya Inc. Dynamic work assignment strategies based on multiple aspects of agent proficiency
US7949121B1 (en) 2004-09-27 2011-05-24 Avaya Inc. Method and apparatus for the simultaneous delivery of multiple contacts to an agent
US20060085538A1 (en) * 2004-10-14 2006-04-20 Sbc Knowledge Ventures, L.P. System and method for enhanced network monitoring
US9112972B2 (en) 2004-12-06 2015-08-18 Interactions Llc System and method for processing speech
US9350862B2 (en) 2004-12-06 2016-05-24 Interactions Llc System and method for processing speech
US9088652B2 (en) 2005-01-10 2015-07-21 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US8824659B2 (en) 2005-01-10 2014-09-02 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US8488770B2 (en) 2005-03-22 2013-07-16 At&T Intellectual Property I, L.P. System and method for automating customer relations in a communications environment
US8223954B2 (en) * 2005-03-22 2012-07-17 At&T Intellectual Property I, L.P. System and method for automating customer relations in a communications environment
US20060215833A1 (en) * 2005-03-22 2006-09-28 Sbc Knowledge Ventures, L.P. System and method for automating customer relations in a communications environment
US8605885B1 (en) * 2008-10-23 2013-12-10 Next It Corporation Automated assistant for customer service representatives
US8306212B2 (en) 2010-02-19 2012-11-06 Avaya Inc. Time-based work assignments in automated contact distribution
US9325844B2 (en) 2012-09-12 2016-04-26 Genesys Telecommunications Laboratories, Inc. System and method for monitoring health of deployment states for a contact center
US8989367B2 (en) 2012-09-12 2015-03-24 Genesys Telecommunications Laboratories, Inc. System and method for monitoring health of deployment states for a contact center
WO2014043419A1 (en) * 2012-09-12 2014-03-20 Genesys Telecommunications Laboratories, Inc. System and method for providing dynamic elasticity of contact center resources
US10194028B2 (en) 2012-11-21 2019-01-29 Genesys Telecommunications Laboratories, Inc. Graphical user interface for configuring contact center routing strategies
US9628623B2 (en) 2012-11-21 2017-04-18 Genesys Telecommunications Laboratories, Inc. Graphical user interface for monitoring and visualizing contact center routing strategies
US9912813B2 (en) 2012-11-21 2018-03-06 Genesys Telecommunications Laboratories, Inc. Graphical user interface with contact center performance visualizer
US9912812B2 (en) 2012-11-21 2018-03-06 Genesys Telecommunications Laboratories, Inc. Graphical user interface for configuring contact center routing strategies

Also Published As

Publication number Publication date
US6526397B2 (en) 2003-02-25
US20010029503A1 (en) 2001-10-11

Similar Documents

Publication Publication Date Title
CA2326613C (en) System for automatically predicting call center agent work time in a multi-skilled agent environment
JP3798211B2 (en) How to assign a server to work items
US7336779B2 (en) Topical dynamic chat
US6314089B1 (en) Creating and using an adaptable multiple-contact transaction object
US8365205B2 (en) Adaptive communication application programming interface
AU736449B2 (en) Improved call center apparatus and functionality in telephony
US5465286A (en) Apparatus for supervising an automatic call distribution telephone system
US7788679B2 (en) User interface with context-based communication using media prediction
US6853721B2 (en) Contact center autopilot architecture
JP3547142B2 (en) Computer - How to use to determine a plurality of object state in telephony integration system and system
US9398152B2 (en) Using business rules for determining presence
CN101855892B (en) Independent customer service agents
US6070142A (en) Virtual customer sales and service center and method
EP1514400B1 (en) Customer communication service system
CA2326607C (en) System for automatically routing calls to call center agents in an agent surplus condition based on service levels
US9088482B2 (en) System and method for optimizing maintenance of geographically distributed processing units
US9269069B2 (en) Apparatus and method for displaying selectable icons in a toolbar for a user interface
US8737593B2 (en) Method and system for a multitenancy telephone network
US6600822B2 (en) Method for telephony call blending
US6956941B1 (en) Method and system for scheduling inbound inquiries
US7315616B2 (en) System and method for maintaining real-time agent information for multi-channel communication queuing
US7415417B2 (en) Presence awareness agent
US6614903B1 (en) Methods and apparatus for service state-based processing of communications in a call center
EP1107558B1 (en) System for automatically routing calls to call center agents in an agent surplus condition based on agent occupancy
US6771760B1 (en) Callback imitation as incoming calls

Legal Events

Date Code Title Description
STCB Information on status: application discontinuation

Free format text: ABANDONED -- FAILURE TO RESPOND TO AN OFFICE ACTION