System and method for integrated workforce and quality management
US8331549B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 1, 2007 |
| Grant date | Dec 11, 2012 |
| Priority date | — |
| Expiry date | Jun 7, 2031 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/0639
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.