Systems and methods for workforce optimization and integration
Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performa...
Gespeichert in:
| Hauptverfasser: | , , , , , , , , , |
|---|---|
| Format: | Patent |
| Sprache: | eng |
| Schlagworte: | |
| Online-Zugang: | Volltext bestellen |
| Tags: |
Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
|
| container_end_page | |
|---|---|
| container_issue | |
| container_start_page | |
| container_title | |
| container_volume | |
| creator | NIES JAMES G MCLEAN NICK BOURNE JOHN KEREN SHIMON FAMA JASON WATSON JOSEPH LVERLY THOMAS MURRAY ED BOURKE MIKE IANNONE JEFF |
| description | Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator. |
| format | Patent |
| fullrecord | <record><control><sourceid>epo_EVB</sourceid><recordid>TN_cdi_epo_espacenet_US2007206768A1</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>US2007206768A1</sourcerecordid><originalsourceid>FETCH-epo_espacenet_US2007206768A13</originalsourceid><addsrcrecordid>eNrjZLALriwuSc0tVkjMS1HITS3JyE8pVkjLL1Iozy_KBtLJqQr5BSWZuZlViSWZ-XlgZZl5JanpRWA-DwNrWmJOcSovlOZmUHZzDXH20E0tyI9PLS5ITE7NSy2JDw02MjAwNzIwMzezcDQ0Jk4VAGxRMjs</addsrcrecordid><sourcetype>Open Access Repository</sourcetype><iscdi>true</iscdi><recordtype>patent</recordtype></control><display><type>patent</type><title>Systems and methods for workforce optimization and integration</title><source>esp@cenet</source><creator>NIES JAMES G ; MCLEAN NICK ; BOURNE JOHN ; KEREN SHIMON ; FAMA JASON ; WATSON JOSEPH ; LVERLY THOMAS ; MURRAY ED ; BOURKE MIKE ; IANNONE JEFF</creator><creatorcontrib>NIES JAMES G ; MCLEAN NICK ; BOURNE JOHN ; KEREN SHIMON ; FAMA JASON ; WATSON JOSEPH ; LVERLY THOMAS ; MURRAY ED ; BOURKE MIKE ; IANNONE JEFF</creatorcontrib><description>Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.</description><language>eng</language><subject>CALCULATING ; COMPUTING ; COUNTING ; DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ; ELECTRIC COMMUNICATION TECHNIQUE ; ELECTRICITY ; PHYSICS ; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR ; TELEPHONIC COMMUNICATION</subject><creationdate>2007</creationdate><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20070906&DB=EPODOC&CC=US&NR=2007206768A1$$EHTML$$P50$$Gepo$$Hfree_for_read</linktohtml><link.rule.ids>230,308,780,885,25564,76547</link.rule.ids><linktorsrc>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20070906&DB=EPODOC&CC=US&NR=2007206768A1$$EView_record_in_European_Patent_Office$$FView_record_in_$$GEuropean_Patent_Office$$Hfree_for_read</linktorsrc></links><search><creatorcontrib>NIES JAMES G</creatorcontrib><creatorcontrib>MCLEAN NICK</creatorcontrib><creatorcontrib>BOURNE JOHN</creatorcontrib><creatorcontrib>KEREN SHIMON</creatorcontrib><creatorcontrib>FAMA JASON</creatorcontrib><creatorcontrib>WATSON JOSEPH</creatorcontrib><creatorcontrib>LVERLY THOMAS</creatorcontrib><creatorcontrib>MURRAY ED</creatorcontrib><creatorcontrib>BOURKE MIKE</creatorcontrib><creatorcontrib>IANNONE JEFF</creatorcontrib><title>Systems and methods for workforce optimization and integration</title><description>Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.</description><subject>CALCULATING</subject><subject>COMPUTING</subject><subject>COUNTING</subject><subject>DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES</subject><subject>ELECTRIC COMMUNICATION TECHNIQUE</subject><subject>ELECTRICITY</subject><subject>PHYSICS</subject><subject>SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR</subject><subject>TELEPHONIC COMMUNICATION</subject><fulltext>true</fulltext><rsrctype>patent</rsrctype><creationdate>2007</creationdate><recordtype>patent</recordtype><sourceid>EVB</sourceid><recordid>eNrjZLALriwuSc0tVkjMS1HITS3JyE8pVkjLL1Iozy_KBtLJqQr5BSWZuZlViSWZ-XlgZZl5JanpRWA-DwNrWmJOcSovlOZmUHZzDXH20E0tyI9PLS5ITE7NSy2JDw02MjAwNzIwMzezcDQ0Jk4VAGxRMjs</recordid><startdate>20070906</startdate><enddate>20070906</enddate><creator>NIES JAMES G</creator><creator>MCLEAN NICK</creator><creator>BOURNE JOHN</creator><creator>KEREN SHIMON</creator><creator>FAMA JASON</creator><creator>WATSON JOSEPH</creator><creator>LVERLY THOMAS</creator><creator>MURRAY ED</creator><creator>BOURKE MIKE</creator><creator>IANNONE JEFF</creator><scope>EVB</scope></search><sort><creationdate>20070906</creationdate><title>Systems and methods for workforce optimization and integration</title><author>NIES JAMES G ; MCLEAN NICK ; BOURNE JOHN ; KEREN SHIMON ; FAMA JASON ; WATSON JOSEPH ; LVERLY THOMAS ; MURRAY ED ; BOURKE MIKE ; IANNONE JEFF</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-epo_espacenet_US2007206768A13</frbrgroupid><rsrctype>patents</rsrctype><prefilter>patents</prefilter><language>eng</language><creationdate>2007</creationdate><topic>CALCULATING</topic><topic>COMPUTING</topic><topic>COUNTING</topic><topic>DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES</topic><topic>ELECTRIC COMMUNICATION TECHNIQUE</topic><topic>ELECTRICITY</topic><topic>PHYSICS</topic><topic>SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR</topic><topic>TELEPHONIC COMMUNICATION</topic><toplevel>online_resources</toplevel><creatorcontrib>NIES JAMES G</creatorcontrib><creatorcontrib>MCLEAN NICK</creatorcontrib><creatorcontrib>BOURNE JOHN</creatorcontrib><creatorcontrib>KEREN SHIMON</creatorcontrib><creatorcontrib>FAMA JASON</creatorcontrib><creatorcontrib>WATSON JOSEPH</creatorcontrib><creatorcontrib>LVERLY THOMAS</creatorcontrib><creatorcontrib>MURRAY ED</creatorcontrib><creatorcontrib>BOURKE MIKE</creatorcontrib><creatorcontrib>IANNONE JEFF</creatorcontrib><collection>esp@cenet</collection></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext_linktorsrc</fulltext></delivery><addata><au>NIES JAMES G</au><au>MCLEAN NICK</au><au>BOURNE JOHN</au><au>KEREN SHIMON</au><au>FAMA JASON</au><au>WATSON JOSEPH</au><au>LVERLY THOMAS</au><au>MURRAY ED</au><au>BOURKE MIKE</au><au>IANNONE JEFF</au><format>patent</format><genre>patent</genre><ristype>GEN</ristype><title>Systems and methods for workforce optimization and integration</title><date>2007-09-06</date><risdate>2007</risdate><abstract>Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.</abstract><oa>free_for_read</oa></addata></record> |
| fulltext | fulltext_linktorsrc |
| identifier | |
| ispartof | |
| issn | |
| language | eng |
| recordid | cdi_epo_espacenet_US2007206768A1 |
| source | esp@cenet |
| subjects | CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION |
| title | Systems and methods for workforce optimization and integration |
| url | https://sfx.bib-bvb.de/sfx_tum?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2024-12-23T13%3A52%3A41IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-epo_EVB&rft_val_fmt=info:ofi/fmt:kev:mtx:patent&rft.genre=patent&rft.au=NIES%20JAMES%20G&rft.date=2007-09-06&rft_id=info:doi/&rft_dat=%3Cepo_EVB%3EUS2007206768A1%3C/epo_EVB%3E%3Curl%3E%3C/url%3E&disable_directlink=true&sfx.directlink=off&sfx.report_link=0&rft_id=info:oai/&rft_id=info:pmid/&rfr_iscdi=true |