Management of contact center group metrics

To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is re...

Ausführliche Beschreibung

Bibliographische Detailangaben

Hauptverfasser:	Tendick Patrick, Ju Wen-Hua, Denby Lorraine
Format:	Patent
Sprache:	eng
Schlagworte:	ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TELEPHONIC COMMUNICATION
Online-Zugang:	Volltext bestellen
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