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System And Method For Analyzing Agent Interactions

  • US 20100318410A1
  • Filed: 08/23/2010
  • Published: 12/16/2010
  • Est. Priority Date: 10/22/2003
  • Status: Active Grant
First Claim
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1. A system for analyzing agent interactions, comprising:

  • a calibration module to provide an interaction between an agent and a business to analysts;

    a score module to receive performance scores for the interaction from each of the analysts and to compare the performance scores;

    a deviation module to determine a deviation between the performance scores and to compare the deviation to a threshold;

    an interaction distribution module to provide further interactions to at least one of the analysts when the deviation falls below the threshold; and

    a feedback module to receive from the analyst, a further performance score for the interaction and to provide the performance score to the agent associated with the interaction.

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