ENHANCING WORK FORCE MANAGEMENT WITH SPEECH ANALYTICS
First Claim
1. A method for generating an agent work schedule, the method comprising:
- analyzing, on a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses;
analyzing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons;
forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and
generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness.
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Abstract
A method for generating an agent work schedule includes: analyzing, on a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analyzing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness.
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Citations
20 Claims
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1. A method for generating an agent work schedule, the method comprising:
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analyzing, on a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analyzing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system comprising:
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a processor; and memory storing instructions that, when executed on the processor, cause the processor to; analyze a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analyze the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecast a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generate the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification