Call center issue resolution estimation based on probabilistic models
US8787552B1 · kind B1 · utility
12Cited by
6References
20Claims
0Family size
Assignee
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Key dates
| Filing date | Jan 31, 2013 |
| Grant date | Jul 22, 2014 |
| Priority date | — |
| Expiry date | Jan 31, 2033 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/0639
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system implements a method of assessing performance of a call center agent that includes identifying a set of the one-time caller calls that the agent has handled. A first issue resolution rate is determined for the calls in the set that were released by the customer, and a second issue resolution rate is determined for the calls in the set that were released by the call center agent. The method also includes determining a difference between the first issue resolution rate and the second issue resolution rate. The determined difference is used to generate a performance assessment for the call center agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.