Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Discount or incentive
Reexamination Certificate
2008-07-08
2008-07-08
Jeanty, Romain (Department: 3623)
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Discount or incentive
Reexamination Certificate
active
11115845
ABSTRACT:
An embodiment of a system for optimizing agent performance includes a listener subsystem configured to acquire statistics from at least one contact center data source, and an application subsystem configured to receive said statistics from said listener subsystem. The application subsystem is further to calculate performance metrics based on the statistics, associate the performance metrics with a scorecard, and transmit data representative of the scorecard to a client for real-time presentation of the scorecard for consideration by a user using the client. The scorecard includes the performance metrics. The system is configured in a service-oriented architecture. In some embodiments, web services are used to acquire the statistics from the contact center data source.
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Cooper Kim A.
Jeanty Romain
Pratt Bryan G.
Rader & Fishman & Grauer, PLLC
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