System and method for providing a baseline for quality metrics in a contact center
US7856095B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | May 4, 2006 |
| Grant date | Dec 21, 2010 |
| Priority date | — |
| Expiry date | Apr 29, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/403
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer-implemented system and method for assisting managers of a contact center is provided. The monitoring of agent communications is performed automatically and the communications are assigned to a group of supervisors for scoring. The scores assigned to the communications are then received and programmatically evaluated against predetermined criteria to determine the quality of the supervisors' performance. If the quality of performance is below an acceptable threshold, then the need for supervisor performance improvement is indicated. In one embodiment, the system automatically schedules a session for establishing/reinforcing a set of scoring guidelines in response to the indication.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.