Systems and methods for workforce optimization and analytics
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United States of America Patent
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Feb 14, 2012
Grant Date -
Aug 23, 2007
app pub date -
Feb 22, 2006
filing date -
Feb 22, 2006
priority date (Note) -
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Abstract
Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.
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