METHODS AND ARRANGEMENTS FOR EMPLOYING DESCRIPTORS FOR AGENT-CUSTOMER INTERACTIONS
First Claim
Patent Images
1. A method comprising:
- obtaining a record of an interaction between an agent and a customer;
categorizing the record with one or more characterizing descriptors;
pooling the record with other records of interactions between an agent and a customer;
filtering the pooled records based on one or more predetermined criteria; and
analyzing the filtered records and comparing one interaction between an agent and a customer with another interaction between an agent and a customer.
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Accused Products
Abstract
Methods and arrangements for employing descriptors for agent-customer interactions are disclosed. Filtering the pooled records based on one or more predetermined criteria is done such that analyzing the filtered records and comparing one interaction between an agent and a customer with another interaction between an agent and a customer may occur.
14 Citations
20 Claims
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1. A method comprising:
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obtaining a record of an interaction between an agent and a customer; categorizing the record with one or more characterizing descriptors; pooling the record with other records of interactions between an agent and a customer; filtering the pooled records based on one or more predetermined criteria; and analyzing the filtered records and comparing one interaction between an agent and a customer with another interaction between an agent and a customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. An apparatus comprising:
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one or more processors; and a computer readable storage medium having computer readable program code embodied therewith and executable by the one or more processors, the computer readable program code comprising; computer readable program code configured to define a plurality of personae for a device, each persona according variable access responsive to different access criteria; computer readable program code configured to obtain a record of an interaction between an agent and a customer; computer readable program code configured to categorize the record with one or more characterizing descriptors; computer readable program code configured to pool the record with other records of interactions between an agent and a customer; computer readable program code configured to filter the pooled records based on one or more predetermined criteria; and computer readable program code configured to analyze the filtered records and comparing one interaction between an agent and a customer with another interaction between an agent and a customer.
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12. A computer program product comprising:
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a computer readable storage medium having computer readable program code embodied therewith, the computer readable program code comprising; computer readable program code configured to obtain a record of an interaction between an agent and a customer; computer readable program code configured to categorize the record with one or more characterizing descriptors; computer readable program code configured to pool the record with other records of interactions between an agent and a customer; computer readable program code configured to filter the pooled records based on one or more predetermined criteria; and computer readable program code configured to analyze the filtered records and comparing one interaction between an agent and a customer with another interaction between an agent and a customer. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20)
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Specification