公开(公告)号：US09654632B2

公开(公告)日：2017-05-16

申请号：US14617396

申请日：2015-02-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Yves Hoppenot ,  Benjamin Vincent Hanrahan ,  Stefania Castellani ,  Frederic Somat

IPC: H04M3/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/38 ,  H04M2203/401 ,  H04M2203/405

Abstract: An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

公开(公告)号：US20160234388A1

公开(公告)日：2016-08-11

申请号：US14617396

申请日：2015-02-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Yves Hoppenot ,  Benjamin Vincent Hanrahan ,  Stefania Castellani ,  Frederic Somat

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/38 ,  H04M2203/401 ,  H04M2203/405

Abstract: An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

Abstract translation: 公开了一种用于生成图形表示以激励呼叫中心中的多个雇员的装置，方法和非暂时计算机可读介质。 例如，该装置包括包括多个像素的显示器，其中多个像素中的每个像素表示多个雇员中的一个或多个，存储图形表示的计算机可读介质和与显示器通信的处理器， 所述计算机可读介质，其中当所述多个雇员中的一个雇员达到呼叫中心目标时，所述处理器从所述多个雇员之一的终端设备接收指示，并且所述处理器引起与所述多个雇员相关联的所述多个像素的像素 多个员工中的一个根据图形表示打开，其中图形表示包括像素艺术形状。

公开(公告)号：US20140192970A1

公开(公告)日：2014-07-10

申请号：US13736409

申请日：2013-01-08

Applicant: XEROX CORPORATION

Inventor： Stefania Castellani ,  Tommaso Colombino ,  Benjamin Vincent Hanrahan

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  G06Q10/06375 ,  G06Q10/06393 ,  G06Q10/06398 ,  H04M2203/402

Abstract: A system, method, and device for forming contextualized competitions in a work environment are disclosed. The system includes a performance metric computation component which computes performance metrics, a visualization component which generates a visual interface for display to a supervisor, and a processor which implements the components. The method includes receiving information related to a set of agents operating in a work environment. A first aggregated value for a first performance metric and a second aggregated value for a second performance metric are computed. The first and second values are visualized, and a predicted effect on the second performance metric when the first performance metric is altered is visualized. The device serves as a decision-making support tool including a plurality of control mechanisms for altering at least one performance metric and displaying the predicted effect on another.

Abstract translation: 公开了一种用于在工作环境中形成背景化竞赛的系统，方法和装置。 该系统包括计算性能度量的性能度量计算组件，生成用于向主管显示的可视界面的可视化组件以及实现组件的处理器。 该方法包括接收与在工作环境中操作的一组代理有关的信息。 计算第一性能度量的第一聚合值和第二性能度量的第二聚合值。 可视化第一和第二值，并且可视化第一性能度量改变时对第二性能度量的预测影响。 该设备用作决策支持工具，其包括用于改变至少一个性能度量并将预测效果显示在另一个上的多个控制机制。

公开(公告)号：US09955009B2

公开(公告)日：2018-04-24

申请号：US14510602

申请日：2014-10-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Stefania Castellani ,  Benjamin Vincent Hanrahan ,  Yves Hoppenot

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  H04M2203/555

Abstract: Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.

公开(公告)号：US08917854B2

公开(公告)日：2014-12-23

申请号：US13736409

申请日：2013-01-08

Applicant: Xerox Corporation

Inventor： Stefania Castellani ,  Tommaso Colombino ,  Benjamin Vincent Hanrahan

IPC: H04M3/00 ,  H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06375 ,  G06Q10/06393 ,  G06Q10/06398 ,  H04M2203/402

Abstract: A system, method, and device for forming contextualized competitions in a work environment are disclosed. The system includes a performance metric computation component which computes performance metrics, a visualization component which generates a visual interface for display to a supervisor, and a processor which implements the components. The method includes receiving information related to a set of agents operating in a work environment. A first aggregated value for a first performance metric and a second aggregated value for a second performance metric are computed. The first and second values are visualized, and a predicted effect on the second performance metric when the first performance metric is altered is visualized. The device serves as a decision-making support tool including a plurality of control mechanisms for altering at least one performance metric and displaying the predicted effect on another.

Abstract translation: 公开了一种用于在工作环境中形成背景化竞赛的系统，方法和装置。 该系统包括计算性能度量的性能度量计算组件，生成用于向主管显示的可视界面的可视化组件以及实现组件的处理器。 该方法包括接收与在工作环境中操作的一组代理有关的信息。 计算第一性能度量的第一聚合值和第二性能度量的第二聚合值。 可视化第一和第二值，并且可视化第一性能度量改变时对第二性能度量的预测影响。 该设备用作决策支持工具，其包括用于改变至少一个性能度量并将预测效果显示在另一个上的多个控制机制。

公开(公告)号：US20160105559A1

公开(公告)日：2016-04-14

申请号：US14510602

申请日：2014-10-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Stefania Castellani ,  Benjamin Vincent Hanrahan ,  Yves Hoppenot

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  H04M2203/555

Abstract: Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.

Abstract translation: 方法和系统通过规范性分析确定工作环境中的客户满意度。 可以通过界面（例如，代理仪表板）收集与工作环境（如呼叫中心）中顾客满意感相关的自我报告数据，允许代理人进入自报 有关客户满意度的数据。 然后可以将自我报告的数据与与代理相关联的实际客户满意度得分相关联，以得出指示代理和客户之间的交互的数据。 然后可以通过界面提供反馈数据，该界面指示自报数据的正确性，这是基于将自我报告的数据与实际的客户满意度得分相关联的。

公开(公告)号：US20160086125A1

公开(公告)日：2016-03-24

申请号：US14490925

申请日：2014-09-19

Applicant: Xerox Corporation

Inventor： Benjamin Vincent Hanrahan ,  Stefania Castellani ,  Tommaso Colombino ,  David Rozier

IPC: G06Q10/06 ,  H04M3/51

CPC classification number: G06Q10/06398

Abstract: Methods and systems for managing a metric-based competition in a work environment to increase productivity. Information related to a set of participants in a work environment can be received. One or more interfaces can be generated, which allow participants to input data for use in collaboratively defining key performance indicators associated with a proposed competition and based at least in part on the information related to the participants, so as to increase participant motivation by providing the participants with more agency and choice with respect to competitions in the work environment.

Abstract translation: 在工作环境中管理以度量为基础的竞争以提高生产力的方法和系统。 可以接收与工作环境中的一组参与者相关的信息。 可以生成一个或多个接口，其允许参与者输入数据以用于协同定义与所提议的竞争相关联的关键性能指标，并且至少部分地基于与参与者相关的信息，以便通过提供参与者的动机来增加参与者的动机 参与者在工作环境中比较多的机构和选择。