Invention Grant
US08787552B1 Call center issue resolution estimation based on probabilistic models
有权
基于概率模型的呼叫中心问题解决方案估计
- Patent Title: Call center issue resolution estimation based on probabilistic models
- Patent Title (中): 基于概率模型的呼叫中心问题解决方案估计
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Application No.: US13755356Application Date: 2013-01-31
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Publication No.: US08787552B1Publication Date: 2014-07-22
- Inventor: Shi Zhao , Han Ye
- Applicant: Xerox Corporation
- Applicant Address: US CT Norwalk
- Assignee: Xerox Corporation
- Current Assignee: Xerox Corporation
- Current Assignee Address: US CT Norwalk
- Agency: Fox Rothschild LLP
- Main IPC: H04M3/523
- IPC: H04M3/523
Abstract:
A system implements a method of assessing performance of a call center agent that includes identifying a set of the one-time caller calls that the agent has handled. A first issue resolution rate is determined for the calls in the set that were released by the customer, and a second issue resolution rate is determined for the calls in the set that were released by the call center agent. The method also includes determining a difference between the first issue resolution rate and the second issue resolution rate. The determined difference is used to generate a performance assessment for the call center agent.
Public/Granted literature
- US20140211932A1 CALL CENTER ISSUE RESOLUTION ESTIMATION BASED ON PROBABILISTIC MODELS Public/Granted day:2014-07-31
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