Call efficiency indicator

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United States of America Patent

PATENT NO 9129265
APP PUB NO 20140185789A1
SERIAL NO

14142794

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Abstract

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Disclosed is a computer-implemented method for providing a call efficiency indicator. The method includes determining an agent scheduled time for a call efficiency indicator period; determining a number of calls handled by the agent for each particular call type during the call efficiency indicator period; calculating the average time it took that agent to handle calls, on a call type basis and during the call efficiency indicator period; determining an Average Handle Time metric; calculating idle time for the agent for the call efficiency indicator period; and calculating the call efficiency indicator for the call efficiency indicator period as a function of the number of calls handled by the agent, the Average Handle Time, the idle time, and the agent scheduled time.

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Patent Owner(s)

Patent OwnerAddress
FLORIDA POWER & LIGHT COMPANYJUNO BEACH FL

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Reyes, George E Miami, US 2 6

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