Systems and methods for quality management system deployment

Abstract

A system for quickly deploying QM systems in contact centers is provided. A user or administrator can quickly install a QM application on a deployment server. The administrator can provide the QM application access to the contact center data where the QM application can import data from the contact center routing system about one or more customers, agents, queues, teams, and any other information or items typically associated with contact center routing systems. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the QM application may execute one or more workflows to automatically determine information such as evaluation frequency and coaching frequency about the agents and teams, or to create or select quality forms to use for the evaluation one or more agents, teams, or contacts.

What is claimed: 
     
         1 . A method for configuring a quality management system for a contact center comprising:
 interfacing with a contact center by a quality management system;   determining a plurality of agents associated with the contact center by the quality management system;   retrieving presence data for each agent from the contact center, wherein the presence data for an agent comprises a plurality of events and each event is associated with a time;   for at least one agent of the plurality of agents, determining an evaluation frequency based on the presence data for the at least one agent by the quality management system; and   presenting the determined evaluation frequency for confirmation by the quality management system.   
     
     
         2 . The method of  claim 1 , wherein determining the evaluation frequency based on the presence data for the at least one agent comprises:
 inferring, from the presence data, a seniority for the at least one agent; and   determining the evaluation frequency for the at least one agent based on determined seniority.   
     
     
         3 . The method of  claim 1 , wherein the events comprise one or more of computer logins, computer logouts, communications, and application activities. 
     
     
         4 . The method of  claim 1 , further comprising:
 for the at least one agent of the plurality of agents, determining, based on the presence data, a coaching frequency for the at least one agent.   
     
     
         5 . The method of  claim 1 , wherein the evaluation frequency comprises a self-evaluation frequency. 
     
     
         6 . The method of  claim 1 , further comprising:
 determining a plurality of teams associated with the contact center;   retrieving contact center data for each team from the contact center;   for at least one team of the plurality of teams, recommending a quality form for the team based on the contact center data.   
     
     
         7 . The method of  claim 1 , wherein interfacing with the contact center by the quality management system comprises:
 requesting credentials from a user associated with the contact center; and   interfacing with the contact center using the requested credentials.   
     
     
         8 . A system comprising:
 at least one processor; and   a non-transitory computer readable medium comprising instructions that, when executed by the at least one processor, cause the system to:   interface with a contact center;   determine a plurality of agents associated with the contact center;   retrieve presence data for each agent from the contact center, wherein the presence data for an agent comprises a plurality of events and each event is associated with a time;   for at least one agent of the plurality of agents, determine an evaluation frequency based on the presence data for the at least one agent; and   present the determined evaluation frequency for confirmation.   
     
     
         9 . The system of  claim 8 , wherein determining the evaluation frequency based on the presence data for the at least one agent comprises:
 inferring, from the presence data, a seniority for the at least one agent; and   determining the evaluation frequency for the at least one agent based on determined seniority.   
     
     
         10 . The system of  claim 8 , wherein the events comprise one or more of computer logins, computer logouts, communications, and application activities. 
     
     
         11 . The system of  claim 8 , further comprising instructions that, when executed by the at least one processor, cause the system to:
 for the at least one agent of the plurality of agents, determine, based on the presence data, a coaching frequency for the at least one agent.   
     
     
         12 . The system of  claim 8 , wherein the evaluation frequency comprises a self-evaluation frequency. 
     
     
         13 . The system of  claim 8 , further comprising instructions that, when executed by the at least one processor, cause the system to:
 determine a plurality of teams associated with the contact center;   retrieve contact center data for each team from the contact center;   for at least one team of the plurality of teams, recommend a quality form for the team based on the contact center data.   
     
     
         14 . The system of  claim 8 , wherein interfacing with the contact center by the quality management system comprises:
 requesting credentials from a user associated with the contact center; and   interfacing with the contact center using the requested credentials.   
     
     
         15 . A non-transitory computer-readable medium comprising instructions that, when executed by at least one processor, cause a computer system to:
 interface with a contact center;   determine a plurality of agents associated with the contact center;   retrieve presence data for each agent from the contact center, wherein the presence data for an agent comprises a plurality of events and each event is associated with a time;   for at least one agent of the plurality of agents, determine an evaluation frequency based on the presence data for the at least one agent; and   present the determined evaluation frequency for confirmation.   
     
     
         16 . The computer-readable medium of  claim 15 , wherein determining the evaluation frequency based on the presence data for the at least one agent comprises:
 inferring, from the presence data, a seniority for the at least one agent; and   determining the evaluation frequency for the at least one agent based on determined seniority.   
     
     
         17 . The computer-readable medium of  claim 15 , wherein the events comprise one or more of computer logins, computer logouts, communications, and application activities. 
     
     
         18 . The computer-readable medium of  claim 15 , further comprising instructions that, when executed by the at least one processor, cause the computer system to:
 for the at least one agent of the plurality of agents, determine, based on the presence data, a coaching frequency for the at least one agent.   
     
     
         19 . The computer-readable medium of  claim 15 , wherein the evaluation frequency comprises a self-evaluation frequency. 
     
     
         20 . The computer-readable medium of  claim 15 , further comprising instructions that, when executed by the at least one processor, cause the computer system to:
 determine a plurality of teams associated with the contact center;   retrieve contact center data for each team from the contact center;   for at least one team of the plurality of teams, recommend a quality form for the team based on the contact center data.