Systems for integrating contact center monitoring, training and scheduling
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United States of America Patent
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Jan 31, 2012
Grant Date -
Sep 6, 2007
app pub date -
Feb 22, 2006
filing date -
Feb 22, 2006
priority date (Note) -
In Force
status (Latency 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 workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.
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