SYSTEM AND METHOD FOR AUTOMATED OPTIMIZATION OF OPERATIONS IN A CONTACT CENTER
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United States of America Patent
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Issued Date -
Jun 25, 2015
app pub date -
Dec 19, 2013
filing date -
Dec 19, 2013
priority date (Note) -
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Abstract
A skill finding system for automated administration of employee's skills in an enterprise is provided. The skill finding system includes a selection module configured to select at least one employee of the enterprise for skill mutation from an employee database. The skill finding system further includes a mutation module configured to mutate at least one attribute of skill of the selected at least one employee based on predefined mutation rules. The skill finding system further includes an update module configured to terminate or retain the mutated at least one attribute of skill from the employee database based on at least one performance feedback of the selected employee and level of mutation in the selected employee's at least one attribute of skill.
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