Systems and methods for scheduling call center agents using quality data and correlation-based discovery

Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data t...

Full description

Saved in:
Bibliographic Details
Main Authors Fama, Jason, Bourke, Jr, Michael Robert, Hamilton, Edward, Iannone, Jeff, Nourbakhsh, Illah, Watson, Joseph, Hegebarth, Kevin
Format Patent
LanguageEnglish
Published 14.12.2010
Online AccessGet full text

Cover

More Information
Summary:Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data that includes information on statistics and details of a call center, correlating the quality performance of agents data and the call center operations data, identifying correlation-based discovery, and optimizing call center performance based on the correlation-based discovery.