Method of bootstrapping contact center
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United States of America Patent
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Jul 14, 2015
Grant Date -
Apr 3, 2014
app pub date -
Sep 28, 2012
filing date -
Sep 28, 2012
priority date (Note) -
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status (Latency Note)
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Abstract
Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.
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