Individual call agent productivity method and system
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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-
N/A
Issued Date -
Oct 18, 2001
app pub date -
Mar 21, 2001
filing date -
Mar 21, 2000
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A method of evaluating call agent efficiency is disclosed that includes the step of collecting agent call handling data for at least one call agent. Agent cost data for the at least one call agent is then collected. A cost based performance indicator for the at least one call agent is determined, at least in part as a function of the agent call handling data and the agent cost data.
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