System And Method For Analyzing Agent Interactions
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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Abstract
A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction.
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Citations
1 Claim
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1. A system for analyzing agent interactions, comprising:
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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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Specification
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Current AssigneeIntellisist, Inc. dba Spoken Communications (Avaya Incorporated)
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Original AssigneeIntellisist, Inc. dba Spoken Communications (Avaya Incorporated)
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InventorsLee, Howard M.
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Application NumberUS13/726,484Publication NumberTime in Patent OfficeDaysField of SearchUS Class Current379/265.06CPC Class CodesG06Q 10/06398 Performance of employee wit...G06Q 30/02 Marketing; Price estimation...G06Q 30/0202 Market predictions or forec...G06Q 99/00 Subject matter not provided...H04M 3/5175 Call or contact centers sup...
