Systems and methods for context drilling in workforce optimization
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United States of America Patent
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May 24, 2011
Grant Date -
Aug 23, 2007
app pub date -
Sep 27, 2006
filing date -
Feb 22, 2006
priority date (Note) -
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Abstract
The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.
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