Methods and arrangements for employing descriptors for agent-customer interactions
First Claim
Patent Images
1. A method comprising:
- executing with one or more processors one or more modules of computer program code configured for obtaining a record of an agent-customer interaction;
categorizing the record with one or more characterizing descriptors, wherein the descriptors comprise at least one characterization of at least one member selected from the group consisting of an agent in the agent-customer interaction;
a customer in the agent-customer interaction;
a manner of interaction between the agent and customer in the agent-customer interaction; and
a detail of interaction between the agent and customer in the agent-customer interaction;
pooling the record with other records of agent-customer interaction;
filtering the pooled records via applying at least one filter related to one or more of the one or more characterizing descriptors, and thereby reducing the number of pooled records to a comparison pool having a smaller number of records; and
within the comparison pool of records, analyzing the records and comparing one agent-customer interaction with another agent-customer interaction.
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Abstract
Methods and arrangements for employing descriptors for agent-customer interactions are disclosed. Filtering the pooled records based on one or more predetermined criteria is done such that analyzing the filtered records and comparing one interaction between an agent and a customer with another interaction between an agent and a customer may occur.
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Citations
20 Claims
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1. A method comprising:
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executing with one or more processors one or more modules of computer program code configured for obtaining a record of an agent-customer interaction; categorizing the record with one or more characterizing descriptors, wherein the descriptors comprise at least one characterization of at least one member selected from the group consisting of an agent in the agent-customer interaction;
a customer in the agent-customer interaction;
a manner of interaction between the agent and customer in the agent-customer interaction; and
a detail of interaction between the agent and customer in the agent-customer interaction;pooling the record with other records of agent-customer interaction; filtering the pooled records via applying at least one filter related to one or more of the one or more characterizing descriptors, and thereby reducing the number of pooled records to a comparison pool having a smaller number of records; and within the comparison pool of records, analyzing the records and comparing one agent-customer interaction with another agent-customer interaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. An apparatus comprising:
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one or more processors; and a computer readable storage medium having computer readable program code embodied therewith and executable by the one or more processors, the computer readable program code comprising; computer readable program code configured to obtain a record of an agent-customer interaction; computer readable program code configured to categorize the record with one or more characterizing descriptors, wherein the descriptors comprise at least one characterization of at least one member selected from the group consisting of;
an agent in the agent-customer interaction;
a customer in the agent-customer interaction;
a manner of interaction between the agent and customer in the agent-customer interaction; and
a detail of interaction between the agent and customer in the agent-customer interaction;computer readable program code configured to pool the record with other records of agent-customer interactions; computer readable program code configured to filter the pooled records via applying at least one filter related to one or more of the one or more characterizing descriptors, and thereby reduce the number of pooled records to a comparison pool having a smaller number of records; and computer readable program code configured to, within the comparison pool of records, analyze the records and compare one agent-customer interaction with another agent-customer interaction.
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12. A computer program product comprising:
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a non-transitory computer readable storage medium having computer readable program code embodied therewith, the computer readable program code comprising; computer readable program code configured to obtain a record of an agent-customer interaction; computer readable program code configured to categorize the record with one or more characterizing descriptors, wherein the descriptors comprise at least one characterization of at least one member selected from the group consisting of;
an agent in the agent-customer interaction;
a customer in the agent-customer interaction;
a manner of interaction between the agent and customer in the agent-customer interaction; and
a detail of interaction between the agent and customer in the agent-customer interaction;computer readable program code configured to pool the record with other records of agent-customer interactions; computer readable program code configured to filter the pooled records via applying at least one filter related to one or more of the one or more characterizing descriptors, and thereby reduce the number of pooled records to a comparison pool having a smaller number of records; and computer readable program code configured to, within the comparison pool of records, analyze the records and compare one agent-customer interaction with another agent-customer interaction. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20)
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Specification