AGENT QUALITY AND PERFORMANCE MONITORING BASED ON NON-PRIMARY SKILL EVALUATION
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United States of America Patent
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Issued Date -
Apr 7, 2016
app pub date -
Oct 6, 2014
filing date -
Oct 6, 2014
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Abstract
Contact centers continually monitor the performance of their resources (e.g., human and automated agents) used for processing work items. An agent with a primary skill receives a flow of work items each having an attribute associated with that particular primary skill. However, agents often have non-primary skills and may serve as a backup for other agents. Measuring the agent's skill level with respect to a non-primary skill allows agents to be scored and potentially identified as having the skill as a primary skill. Selectively providing agents with non-primary work items and monitoring the agent's performance with those work items provides a means to assess an agent's non-primary skill using real work items and without the need for testing resources.
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