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1.发明申请SYSTEMS AND METHODS FOR MONITORING AND PRIORITIZING METRICS WITH DYNAMIC WORK ISSUE REASSIGNMENT 有权用动态工作重新评估监测和优先度量的系统和方法公开(公告)号：US20150195405A1
公开(公告)日：2015-07-09
申请号：US14150060
申请日：2014-01-08
Applicant: Avaya Inc.
Inventor： Tony McCormack , Neil O'Connor , Paul D'Arcy , David McGlynn
CPC classification number: H04M3/5175 , G06Q10/06393 , G06Q10/06398
Abstract: A metrics optimization system for managing key performance indicators (KPIs) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPIs of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPIs based on predefined rules. The metrics optimization system further includes a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs. The metrics optimization system further includes an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor.
Abstract translation: 披露了一个用于管理联络中心的关键绩效指标（KPI）的指标优化系统。 指标优化系统包括监视模块，该监视模块被配置为监视代理和工作项目的KPI。 度量优化系统还包括排列模块，其被配置为基于预定规则对所监视的KPI进行排序。 度量优化系统还包括显示模块，该显示模块被配置为基于所监视的KPI的等级从多个主管向第一主管显示KPI。 度量优化系统还包括分析模块，其被配置为分析第一主管的性能以改善所显示的KPI。 度量优化系统还包括分配模块，其被配置为基于第一主管的表现将显示的KPI分配给第二主管。
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2.发明授权Systems and methods for monitoring and prioritizing metrics with dynamic work issue reassignment 有权通过动态工作问题重新分配来监控和优先考虑指标的系统和方法公开(公告)号：US09413890B2
公开(公告)日：2016-08-09
申请号：US14150060
申请日：2014-01-08
Applicant: Avaya Inc.
Inventor： Tony McCormack , Neil O'Connor , Paul D'Arcy , David McGlynn
CPC classification number: H04M3/5175 , G06Q10/06393 , G06Q10/06398
Abstract: A metrics optimization system for managing key performance indicators (KPIs) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPIs of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPIs based on predefined rules. The metrics optimization system further includes a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs. The metrics optimization system further includes an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor.
Abstract translation: 披露了一个用于管理联络中心的关键绩效指标（KPI）的指标优化系统。 指标优化系统包括监视模块，该监视模块被配置为监视代理和工作项目的KPI。 度量优化系统还包括排列模块，其被配置为基于预定规则对所监视的KPI进行排序。 度量优化系统还包括显示模块，该显示模块被配置为基于所监视的KPI的等级从多个主管向第一主管显示KPI。 度量优化系统还包括分析模块，其被配置为分析第一主管的性能以改善所显示的KPI。 度量优化系统还包括分配模块，其被配置为基于第一主管的表现将显示的KPI分配给第二主管。
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