Method and system for automatically monitoring contact center performance
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United States of America Patent
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Issued Date -
Oct 23, 2008
app pub date -
Mar 28, 2008
filing date -
Mar 30, 2007
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Abstract
A method and system for automatically monitoring a performance area for a contact center is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method includes the step of identifying a performance area including one or more of the following: human activity-based performance, caller dissatisfaction performance, problem call performance, customer service representative performance, business process performance, self service performance and peer comparison performance. An input transmission of a threshold for the identified performance area is received. Analytics generated for each of a plurality of interactions are received. For each of the plurality of interactions, analytics are selected that correspond to the identified performance area. An indicator value is assigned to the selected analytics for the identified performance area. The indicator value is compared to the threshold and performance data is generated therefrom.
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