Systems and methods for scheduling call center agents using quality data and correlation-based discovery
US7853006B1 · kind B1 · utility
23Cited by
144References
18Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Feb 22, 2006 |
| Grant date | Dec 14, 2010 |
| Priority date | — |
| Expiry date | Oct 2, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.