Method for discovering problem agent behaviors

Details Method for discovering problem agent behaviors Method for discovering problem agent behaviors

2005-07-28

2010-10-05

Nguyen, Quynh H (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265020, C379S265060, C379S266010, C379S309000, C705S007380

Reexamination Certificate

active

07809127

ABSTRACT:
A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.

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