Invention Grant
- Patent Title: Intent based skill-set classification for accurate, automatic determination of agent skills
- Patent Title (中): 基于意图的技能集分类准确，自动确定代理技能
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Application No.: US11344733Application Date: 2006-01-31
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Publication No.: US08238541B1Publication Date: 2012-08-07
- Inventor: Rajeev P. Kalavar
- Applicant: Rajeev P. Kalavar
- Applicant Address: US NJ Basking Ridge
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US NJ Basking Ridge
- Agency: Sheridan Ross P.C.
- Main IPC: H04M3/00
- IPC: H04M3/00
Abstract:
The present invention is directed toward a method and system for determining the skill levels of an agent in a contact center. The invention creates a relationship between contact intent and agent skill to help determine agent skills based on successfully completed contacts.
Information query
