Patent ID: 9736305
Date: 2017-08-15
CPC Classifications: G06Q,H04M

Claim:
1. A method, comprising: collecting, by a web application server of a real-time monitoring system, events and data for an agent from a scheduling system and a phone router; collecting, by the web application server of the real-time monitoring system, time keeping events and data from a time keeping system, the time keeping data comprising clocked-in time, clocked-out time, lunch time, and break time, the time keeping events comprising whether the agent is out on break, on lunch or sick; presenting, by a message broker of the real-time monitoring system, at least one view of the at least one user interface of normalized events and data to one of a staff application user interface and a desktop application user interface; wherein a display of details for a particular skill of the at least one agent comprises details of the at least one agent for the particular skill, and wherein the details comprise an adherence state, a reason for being out of adherence, an adherence percentage, and a working skill; wherein the reason for being out of adherence comprises a number of agents inactive on the switch, working but not scheduled, working and schedule mismatch, working the wrong skill, clocked in but not working and not scheduled, on break but working, at lunch but working, and clocked out but scheduled; wherein the display of details for a particular agent comprises working skills of the particular agent and adherence history of the particular agent; wherein the at least one view comprises: at least one level of display, wherein the at least one level of display includes a display of details across a plurality of sites, a display of details for a particular site, a display of details for a particular skill, and a display of details for a particular agent; and wherein the display of details for the particular site comprises details of at least one agent in the particular site, wherein the details comprises an adherence percentage, a reason for not being in adherence, a working skill of the at least one agent, a scheduled skill of the at least one agent, a time clock state of the at least one agent, real-time statistics for the particular site, the real-time statistics comprise a number of total agents, a number of agents scheduled, a number of agents clocked-in, a number of working agents, a number of agents who are inactive on a switch, a number of agents who are working but not scheduled, a number of agents who are working a wrong skill, a percentage of agents in adherence, and a number of agents out of adherence.