Systems for integrating contact center monitoring, training and scheduling

US8108237B2 · kind B2 · utility

Assignee

• Verint Americas Inc. · US

Inventors

• John Morgan Bourne · Irvine, US
• Ed Murray · Fairhaven, US
• Jeff Iannone · Alpharetta, US
• Shimon Keren · Sunnyvale, US
• Nick McLean · Duluth, US
• Mike Bourke · San Francisco, US
• Jason Fama · Foster City, US
• Joseph Watson · Alpharetta, US
• James Gordon Nies · Carmel, US
• Thomas Lyerly · Marietta, US

Key dates

• Filing date: Feb 22, 2006
• Grant date: Jan 31, 2012
• Expiry date: Jan 22, 2029

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/402
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.