Contact center service monitoring and correcting
US8938063B1 · kind B1 · utility
129Cited by
301References
24Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Sep 7, 2006 |
| Grant date | Jan 20, 2015 |
| Priority date | — |
| Expiry date | Mar 5, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A contact center is provided that includes a plurality of agents for servicing incoming contacts and an event manager that is operable to monitor various administrative changes made within the contact center, determine if those changes had a positive or negative effect on the contact center performance (either locally or globally), and reverse the change if it is determined that the change resulted in negative effect on the contact center.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.