Tag-based performance framework for contact center

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 wi...

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Bibliographische Detailangaben
Hauptverfasser: Chauhan Geeta, Pattabhiraman Ramesh V, Eisner Josef Eric, Ryabchun Andriy Vladimirovich
Format: Patent
Sprache:eng
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Beschreibung
Zusammenfassung: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.