Tag-based performance framework for contact center

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United States of America Patent

PATENT NO 9805320
SERIAL NO

14192843

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Abstract

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An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.

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Patent Owner(s)

  • ALCATEL-LUCENT USA INC.;GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Chauhan, Geeta Santa Clara, US 2 24
Eisner, Josef Eric Larkspur, US 8 110
Pattabhiraman, Ramesh V New Albany, US 8 125
Ryabchun, Andriy Vladimirovich Mill Valley, US 4 17

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