Method of bootstrapping contact center
US9083806B2 · kind B2 · utility
2Cited by
5References
19Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Sep 28, 2012 |
| Grant date | Jul 14, 2015 |
| Priority date | — |
| Expiry date | Sep 28, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/558
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.