Invention Grant
- Patent Title: Framework for supporting a call center
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Application No.: US16051322Application Date: 2018-07-31
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Publication No.: US10326883B2Publication Date: 2019-06-18
- Inventor: Troy Elliot Molander , Steven Shaun McIntyre , Ricky Gene Burnett
- Applicant: Splunk, Inc.
- Applicant Address: US CA San Francisco
- Assignee: Splunk, Inc.
- Current Assignee: Splunk, Inc.
- Current Assignee Address: US CA San Francisco
- Agency: Ferguson Braswell Fraser Kubasta PC
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/51 ; H04M3/523 ; G06Q10/06

Abstract:
One or more embodiments related to a method that includes querying a data store for current interaction data between call center personnel and customers. The call center personnel are grouped into call center groups. The method further includes determining, for at least some call center groups, a current interaction metric specific to the call center group. The current interaction method is provided for each of the at least some call center groups.
Public/Granted literature
- US20180375999A1 FRAMEWORK FOR SUPPORTING A CALL CENTER Public/Granted day:2018-12-27
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