Invention Application
US20140337072A1 ACTIONABLE WORKFLOW BASED ON INTERACTION ANALYTICS ANALYSIS 审中-公开
基于相互作用分析的可行性工作流程

ACTIONABLE WORKFLOW BASED ON INTERACTION ANALYTICS ANALYSIS
Abstract:
A system and method for analyzing interactions between end users and contact center agents, and for generating work items. An interaction analytics server analyzes contact center interactions, continuously or in batches, for characteristics including topics, sentiment, satisfaction, and business outcome, and delivers the results to an intelligent workload distribution server, which generates one or more work items for assignment to suitably skilled agents or stakeholders.
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