| US 7,573,998 B2 | ||
| Methods and systems for management of data for multiple call centers | ||
| Kevin Kessinger, Kansas City, Mo. (US); Richard Garside, Jacksonville, Fla. (US); Louis Savoldy, Jacksonville, Fla. (US); Mahendra Govada, St. Augustine, Fla. (US); Joe Begley, Jacksonville, Fla. (US); and Ryan Kaminski, Jacksonville, Fla. (US) | ||
| Assigned to Citicorp Credit Services, Inc., Long Island City, N.Y. (US) | ||
| Filed on Jun. 15, 2005, as Appl. No. 11/152,080. | ||
| Claims priority of provisional application 60/579632, filed on Jun. 15, 2004. | ||
| Prior Publication US 2006/0115072 A1, Jun. 01, 2006 | ||
| Int. Cl. H04M 3/00 (2006.01) | ||
| U.S. Cl. 379—265.01 [379/265.02; 379/265.06; 379/266.01; 379/266.1; 379/309] | 1 Claim |
| 1. A tangible computer-readable medium encoded with program code for management of real-time and historical data for multiple
call centers, comprising;
receiving real-time and historical data electronically from a plurality of call center sites; and
displaying data for each of the plurality of call center sites simultaneously on a single display screen in a separate call
center site column for each call center and integrating and displaying the data for all of the plurality of call center sites
in a separate division column on the single display screen;
wherein the displayed data comprises:
a number of calls offered during a current pre-determined time interval for each site and a total number of the calls offered
for all sites,
a number of calls forecast for a current interval, a projected volume of calls predicted at a current rate for the current
interval, a difference between the number of calls forecast and projected volume of calls for the current interval for each
site and a total number of calls forecast and projected volume and total difference for the current interval for all sites,
a number of agents logged on at each site and a total number of the agents logged on at all sites, a number of agents scheduled
to be logged on at each site and a total number of the agents scheduled at all sites, a difference between the number of agents
logged on and scheduled to be logged on for each site, and a total difference between the number of agents logged on and scheduled
to be logged on for all sites,
a number of agents currently logged on and awaiting a next call at each site and a total number of staff currently logged
on and awaiting a next call at all sites,
a number of agents at each site that are not scheduled to be logged on and a total number of agents at all sites that are
not scheduled to be logged on,
a ‘time stamp’ for a most recent feed from a forecasting system for each site and for a most recent feed from any site,
an average speed of call answering for each site, a number of calls currently in queue for each site, and a percentage of
all calls that are currently in queue,
a time in queue for an oldest call for each site, an average call handle time for each site for the current interval, and
a forecast of a call handle time for all call center sites, and
a server clock showing a time that displayed information was compiled for each site and a call management system clock for
each site illustrating a degree of synchronization between call management systems for all sites.
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