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...
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Format | Patent |
Language | English |
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14.12.2010
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Abstract | 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. |
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AbstractList | 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. |
Author | Nourbakhsh, Illah Hamilton, Edward Iannone, Jeff Fama, Jason Watson, Joseph Hegebarth, Kevin Bourke, Jr, Michael Robert |
Author_xml | – sequence: 1 givenname: Jason surname: Fama fullname: Fama, Jason – sequence: 2 givenname: Michael Robert surname: Bourke, Jr fullname: Bourke, Jr, Michael Robert – sequence: 3 givenname: Edward surname: Hamilton fullname: Hamilton, Edward – sequence: 4 givenname: Jeff surname: Iannone fullname: Iannone, Jeff – sequence: 5 givenname: Illah surname: Nourbakhsh fullname: Nourbakhsh, Illah – sequence: 6 givenname: Joseph surname: Watson fullname: Watson, Joseph – sequence: 7 givenname: Kevin surname: Hegebarth fullname: Hegebarth, Kevin |
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CorporateAuthor | Verint Americas Inc |
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Snippet | Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of... |
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Title | Systems and methods for scheduling call center agents using quality data and correlation-based discovery |
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