Tag-based performance framework for contact center

US9805320B2 · kind B2 · utility

Assignees

• Genesys Telecommunications Laboratories, Inc. · US
• Alcatel-Lucent USA Inc. · US

Inventors

• Ramesh V. Pattabhiraman · New Albany, US
• Andriy Ryabchun · Mill Valley, US
• Geeta Chauhan · Santa Clara, US
• Josef Eric Eisner · Larkspur, US

Key dates

• Filing date: Feb 27, 2014
• Grant date: Oct 31, 2017
• Expiry date: Nov 22, 2034

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/10
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.