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METHOD AND SYSTEM FOR IMPROVING THE PRODUCTIVITY OF CALLING AGENTS AND CALL YIELD

  • US 20130329880A1
  • Filed: 06/05/2013
  • Published: 12/12/2013
  • Est. Priority Date: 06/11/2012
  • Status: Abandoned Application
First Claim
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1. A method for increasing productivity in a contact center, the method comprising the steps of:

  • a) requesting contact information from a database;

    b) parsing dimension values of said contact information provided by said database and extracting specified dimension values;

    c) producing records containing said specified dimension values;

    d) performing a series of calculations to determine an expected call handle time value, a call yield value, and a probability for each result code for a said dimension value; and

    e) determining a forecast of probability, an expected handle time, and an expected call yield for a set of result codes.

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