System and method for integrated workforce and quality management
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United States of America Patent
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Dec 11, 2012
Grant Date -
Jan 3, 2008
app pub date -
May 1, 2007
filing date -
May 1, 2006
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.
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