Contact center skills modeling using customer relationship management (CRM) incident categorization structure
US9225834B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 28, 2013 |
| Grant date | Dec 29, 2015 |
| Priority date | — |
| Expiry date | May 28, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Embodiments of the invention provide systems and methods for modeling of agent skills based on or more closely matching categorization structures of the CRM system. According to one embodiment, defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system can comprise defining a set of product information representing products or services for which support is available through the CRM system. A set of incident information representing incidents handled by the CRM for one or more of the products or services can also be defined and a structure of the incident information can be based on a structure of the product information. A set of skills information for each of the plurality of customer service agents can also be defined. A structure of the skills information can be based on the structure of the product information and the structure of the incident information.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.