Method for discovering problem agent behaviors
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United States of America Patent
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Oct 5, 2010
Issued Date -
N/A
app pub date -
Jul 28, 2005
filing date -
May 26, 2005
priority date (Note) -
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Abstract
A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.
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