Method for discovering problem agent behaviors

US7809127B2 · kind B2 · utility

Assignee

• Avaya Inc. · US

Inventors

• Kenneth R. Hackbarth · Westminster, US
• Murray Jenson · Lakewood, US
• Joylee E. Kohler · Northglenn, US
• Henry R. Paddock · Boulder, US
• Katherine A. Sobus · Wilmington, US
• David Zanoni · Bethlehem, US

Key dates

• Filing date: Jul 28, 2005
• Grant date: Oct 5, 2010
• Expiry date: Jan 6, 2029

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5175
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.