-
公开(公告)号：US11367029B2
公开(公告)日：2022-06-21
申请号：US16802538
申请日：2020-02-26
Inventor： James Murison , Johnson Tse , Gaurav Mehrotra , Anthony Lam
Abstract: A system and method are presented for adaptive skill level assignments of agents in contact center environments. A client and a service collaborate to automatically determine the effectiveness of an agent handling an interaction that has been routed using skills-based routing. Evaluation operations may be performed including emotion detection, transcription of audio to text, keyword analysis, and sentiment analysis. The results of the evaluation are aggregated with other information such as the interaction's duration, agent skills and agent skill levels, and call requirement skills and skill levels, to update the agent's profile which is then used for subsequent routing operations.
-
公开(公告)号：US20200272976A1
公开(公告)日：2020-08-27
申请号：US16802538
申请日：2020-02-26
Inventor： James Murison , Johnson Tse , Gaurav Mehrotra , Anthony Lam
Abstract: A system and method are presented for adaptive skill level assignments of agents in contact center environments. A client and a service collaborate to automatically determine the effectiveness of an agent handling an interaction that has been routed using skills-based routing. Evaluation operations may be performed including emotion detection, transcription of audio to text, keyword analysis, and sentiment analysis. The results of the evaluation are aggregated with other information such as the interaction's duration, agent skills and agent skill levels, and call requirement skills and skill levels, to update the agent's profile which is then used for subsequent routing operations.
