Patent · US Active

Tag-based performance framework for contact center

US10839322B2 · kind B2 · utility

5Cited by

14References

20Claims

0Family size

Inventors

Ramesh V. Pattabhiraman · New Albany, US
Andriy Ryabchun · Mill Valley, US
Geeta Chauhan · Santa Clara, US
Josef Eric Eisner · Larkspur, US

Key dates

Filing date	Oct 27, 2017
Grant date	Nov 17, 2020
Priority date	—
Expiry date	Jul 7, 2038

Classification

Technology area (CPC G)Physics
CPC primaryG06Q10/10
WIPO fieldIT methods for management
WIPO sectorElectrical engineering

Abstract

An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.