Methods and systems for assessing the efficiency of call center operations
US9148511B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 20, 2013 |
| Grant date | Sep 29, 2015 |
| Priority date | — |
| Expiry date | Oct 21, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/18
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method of managing a call center that includes a plurality of agents may include receiving functional data associated with the plurality of call center agents over a time period, for each data curve, normalizing the data points to create a plurality of normalized functional data points, determining a variation associated with each normalized functional data point, determining one or more threshold values associated with each normalized functional data point, determining whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, and identifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier. The method may include identifying the call center agent associated with each curve that has an outlier and presenting information pertaining to one or more identified call center agents to a user.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.