Patent ID: 8885812

Claim:
A method for providing a key performance indicator (KPI) template for use in a call center, the method comprising: executing, via a user interface, KPI template represented by a plurality of scripts saved in a database, wherein the KPI template specifies an association of KPIs, scores on the KPIs, and score-based triggers and routing rules for routing to a different agent or for a supervisor intervention, and wherein the KPI template is linked to a logic flow of transactions across a plurality of media types, where each media type represents a type of interaction between a user and the call center using a particular media; generating, via the scripts in the database, user interface views based on the logic flow of a said media type used during an interaction between the user and the call center; receiving inputs from the user through the user interface views, the inputs comprising one or more scores on a performance metric of a said KPI, wherein the scores are based on performance of an agent during the interaction; updating skills and skill proficiency of the agent based on the scores; using the KPI template to dynamically route the interaction to a different agent or a supervisor for further intervention when a said trigger or routing rule is activated.