Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2011-01-04
2011-01-04
Matar, Ahmad F (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265050, C379S265020
Reexamination Certificate
active
07864946
ABSTRACT:
Systems and methods for scheduling call center agents are provided. An exemplary system for scheduling call center agents includes an agent computing device that is capable of obtaining quality scores of agents. The quality score is a measurement of quality that the agents provide to a call center. The Agent computing device is capable of transmitting the quality scores of agents over a network. The system further includes a manager computing device that is capable of: receiving the quality scores of agents over the network, receiving a scheduled interval, receiving a quality goal for the scheduled interval, the quality goal being a desired measurement of quality that the agents collectively provide to the call center, determining a quality goal for the scheduled interval based on the received quality scores of agents, and determining a schedule for the agents based on the quality goal, the quality goal score, and the scheduled interval.
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Bourke Michael Robert
Fama Jason
Hamilton Edward
Hegebarth Kevin
Iannone Jeff
Le Karen L
Matar Ahmad F
Verint Americas Inc.
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