公开(公告)号：US20230351304A1

公开(公告)日：2023-11-02

申请号：US18219297

申请日：2023-07-07

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： JAMIE DELO

IPC: G06Q10/0639 ,  G06Q10/0631

CPC classification number: G06Q10/06393 ,  G06Q10/063112 ,  G06Q10/06395 ,  G06Q10/06398

Abstract: A system and method are presented for improvement profile generation in a skills management platform, using past data and a set of KPIs. Variance calculation is performed with a basic variance formula and these values are used to generate a strand. A strand may be defined as a collection of KPIs, each weighted to show the importance of that KPI for that agent type. KPIs can be selected to generate a strand with, and the strand is generated from those KPIs considering the normalized variance of each KPI. An agent's improvement possibilities may also be determined using the generated strand.