ACTIONABLE WORKFLOW BASED ON INTERACTION ANALYTICS ANALYSIS

ACTIONABLE WORKFLOW BASED ON INTERACTION ANALYTICS ANALYSIS

A system and method for analyzing interactions between end users and contact center agents, and for generating work items. An interaction analytics server analyzes contact center interactions, continuously or in batches, for characteristics including topics, sentiment, satisfaction, and business out...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: TAMBLYN, ERIC, W, RISTOCK, HERBERT, KONIG, YOCHAI
Format: Patent
Sprache:eng ; fre
Schlagworte:
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:A system and method for analyzing interactions between end users and contact center agents, and for generating work items. An interaction analytics server analyzes contact center interactions, continuously or in batches, for characteristics including topics, sentiment, satisfaction, and business outcome, and delivers the results to an intelligent workload distribution server, which generates one or more work items for assignment to suitably skilled agents or stakeholders. Système et procédé permettant d'analyser des interactions entre des utilisateurs finaux et des agents de centre de contact, et de générer des rubriques de travail. Un serveur d'analyse d'interactions analyse des interactions de centre de contact, de façon continue ou par lots, en termes de caractéristiques y compris les thèmes, l'opinion, la satisfaction et le résultat commercial, et envoie les résultats à un serveur de distribution de charge de travail intelligent qui génère une ou plusieurs rubriques de travail destinées à être affectées à des agents ou des interlocuteurs qualifiés en conséquence.