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Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state

  • US 7,158,628 B2
  • Filed: 08/20/2003
  • Issued: 01/02/2007
  • Est. Priority Date: 08/20/2003
  • Status: Active Grant
First Claim
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1. A method to manage operational effectiveness in a contact center comprising:

  • receiving a first indicator value representing performance that an agent of the contact center achieved while processing contacts;

    receiving a second indicator value representing a result of testing the agent while the agent was detached from processing contacts;

    generating an index that is a function of the first indicator value and the second indicator value; and

    adjusting an operation of the contact center on the basis of the index.

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