System and method for adaptive skill level assignments
US11367029B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Feb 26, 2020 |
| Grant date | Jun 21, 2022 |
| Priority date | — |
| Expiry date | Feb 21, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system and method are presented for adaptive skill level assignments of agents in contact center environments. A client and a service collaborate to automatically determine the effectiveness of an agent handling an interaction that has been routed using skills-based routing. Evaluation operations may be performed including emotion detection, transcription of audio to text, keyword analysis, and sentiment analysis. The results of the evaluation are aggregated with other information such as the interaction's duration, agent skills and agent skill levels, and call requirement skills and skill levels, to update the agent's profile which is then used for subsequent routing operations.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.