Invention Grant
- Patent Title: Grouping of contact center agents
- Patent Title (中): 分组联络中心代理
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Application No.: US13115657Application Date: 2011-05-25
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Publication No.: US08488772B2Publication Date: 2013-07-16
- Inventor: Luciano Godoy Fagundes , Tommy Moran , Veeranna A. Yamanappa , Mohammad Khan , Dhaval Desai , Joylee E. Kohler , Andrew D. Flockhart , Robert C. Steiner
- Applicant: Luciano Godoy Fagundes , Tommy Moran , Veeranna A. Yamanappa , Mohammad Khan , Dhaval Desai , Joylee E. Kohler , Andrew D. Flockhart , Robert C. Steiner
- Applicant Address: US NJ Basking Ridge
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US NJ Basking Ridge
- Agency: Maldjian Law Group LLC
- Agent John P. Maldjian, Esq.; Alexander D. Walter, Esq.
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00

Abstract:
Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.
Public/Granted literature
- US20120300920A1 GROUPING OF CONTACT CENTER AGENTS Public/Granted day:2012-11-29
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