公开(公告)号：US20140337072A1

公开(公告)日：2014-11-13

申请号：US13893036

申请日：2013-05-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Eric W. Tamblyn ,  Herbert Ristock ,  Yochai Konig

IPC: G06Q10/06

CPC classification number: G06Q10/06311

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.

Abstract translation: 用于分析最终用户和联络中心代理之间的交互以及用于生成工作项的系统和方法。 交互分析服务器可以连续或分批地分析联系中心的互动，包括主题，情绪，满意度和业务成果等特征，并将结果传递给智能工作负载分布服务器，该服务器生成一个或多个工作项目，以分配给适当的技术人员 代理商或利益相关者。