Invention Application
- Patent Title: ACTIONABLE WORKFLOW BASED ON INTERACTION ANALYTICS ANALYSIS
- Patent Title (中): 基于相互作用分析的可行性工作流程
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Application No.: US13893036Application Date: 2013-05-13
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Publication No.: US20140337072A1Publication Date: 2014-11-13
- Inventor: Eric W. Tamblyn , Herbert Ristock , Yochai Konig
- Applicant: Genesys Telecommunications Laboratories, Inc.
- Main IPC: G06Q10/06
- IPC: G06Q10/06

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.
Information query