ACTIONABLE WORKFLOW BASED ON INTERACTION ANALYTICS ANALYSIS
First Claim
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1. A method for assigning a work item to a target, the method comprising,analyzing, by a computing device, a plurality of interactions between end users and employees, to extract a plurality of characteristics from the plurality of interactions;
- applying a business rule to the plurality of characteristics;
generating a work item in response to the application of the business rule; and
assigning the work item to a target.
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Abstract
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.
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Citations
21 Claims
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1. A method for assigning a work item to a target, the method comprising,
analyzing, by a computing device, a plurality of interactions between end users and employees, to extract a plurality of characteristics from the plurality of interactions; -
applying a business rule to the plurality of characteristics; generating a work item in response to the application of the business rule; and assigning the work item to a target. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 21)
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11. A system for assigning a work item to a target, the system comprising:
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a processor; and a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to; analyze, a plurality of interactions between end users and employees, to extract a plurality of characteristics from the plurality of interactions; apply a business rule to the plurality of characteristics; generate a work item in response to the application of the business rule; and assign the work item to a target. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification