Systems and methods for scheduling call center agents using quality data and correlation-based discovery

Systems and methods for scheduling call center agents using quality data and correlation-based discovery

Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data t...

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Bibliographische Detailangaben
Hauptverfasser: HAMILTON EDWARD, NOURBAKHSH ILLAH, FAMA JASON, BOURKE, JR. MICHAEL ROBERT, WATSON JOSEPH, HEGEBARTH KEVIN, IANNONE JEFF
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Zusammenfassung:Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data that includes information on statistics and details of a call center, correlating the quality performance of agents data and the call center operations data, identifying correlation-based discovery, and optimizing call center performance based on the correlation-based discovery.