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1.发明申请公开(公告)号：US20140211932A1
公开(公告)日：2014-07-31
申请号：US13755356
申请日：2013-01-31
Applicant: XEROX CORPORATION
IPC: H04M3/51
CPC classification number: H04M3/5175 , G06Q10/0639
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.
Abstract translation: 系统实现一种评估呼叫中心代理的性能的方法，其包括识别代理已处理的一次呼叫者呼叫的集合。 为客户发布的集合中的呼叫确定第一个问题解决率，并为呼叫中心代理发布的集合中的呼叫确定第二个问题解决率。 该方法还包括确定第一问题解决率和第二问题解决率之间的差异。 确定的差异用于为呼叫中心代理生成性能评估。
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2.发明授权公开(公告)号：US08787552B1
公开(公告)日：2014-07-22
申请号：US13755356
申请日：2013-01-31
Applicant: Xerox Corporation
IPC: H04M3/523
CPC classification number: H04M3/5175 , G06Q10/0639
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.
Abstract translation: 系统实现一种评估呼叫中心代理的性能的方法，其包括识别代理已处理的一次呼叫者呼叫的集合。 为客户发布的集合中的呼叫确定第一个问题解决率，并为呼叫中心代理发布的集合中的呼叫确定第二个问题解决率。 该方法还包括确定第一问题解决率和第二问题解决率之间的差异。 确定的差异用于为呼叫中心代理生成性能评估。
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3.发明授权公开(公告)号：US09148511B2
公开(公告)日：2015-09-29
申请号：US13771557
申请日：2013-02-20
Applicant: Xerox Corporation
CPC classification number: H04M3/5175 , H04M2201/18
Abstract: A method of managing a call center that includes a plurality of agents may include receiving functional data associated with the plurality of call center agents over a time period, for each data curve, normalizing the data points to create a plurality of normalized functional data points, determining a variation associated with each normalized functional data point, determining one or more threshold values associated with each normalized functional data point, determining whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, and identifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier. The method may include identifying the call center agent associated with each curve that has an outlier and presenting information pertaining to one or more identified call center agents to a user.
Abstract translation: 管理包括多个代理的呼叫中心的方法可以包括：在每个数据曲线上，在一段时间内接收与多个呼叫中心代理相关联的功能数据，归一化数据点以创建多个归一化的功能数据点， 确定与每个归一化功能数据点相关联的变化，确定与每个归一化功能数据点相关联的一个或多个阈值，确定所述归一化功能数据点中的一个或多个是否具有超过相关阈值的值， 归一化的功能数据点具有超过相关阈值的值作为异常值。 该方法可以包括识别与具有异常值的每个曲线相关联的呼叫中心代理，并向用户呈现与一个或多个识别的呼叫中心代理有关的信息。
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4.发明申请公开(公告)号：US20140233720A1
公开(公告)日：2014-08-21
申请号：US13771557
申请日：2013-02-20
Applicant: XEROX CORPORATION
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M2201/18
Abstract: A method of managing a call center that includes a plurality of agents may include receiving functional data associated with the plurality of call center agents over a time period, for each data curve, normalizing the data points to create a plurality of normalized functional data points, determining a variation associated with each normalized functional data point, determining one or more threshold values associated with each normalized functional data point, determining whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, and identifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier. The method may include identifying the call center agent associated with each curve that has an outlier and presenting information pertaining to one or more identified call center agents to a user.
Abstract translation: 管理包括多个代理的呼叫中心的方法可以包括：在每个数据曲线上，在一段时间内接收与多个呼叫中心代理相关联的功能数据，归一化数据点以创建多个归一化的功能数据点， 确定与每个归一化功能数据点相关联的变化，确定与每个归一化功能数据点相关联的一个或多个阈值，确定所述归一化功能数据点中的一个或多个是否具有超过相关阈值的值， 归一化的功能数据点具有超过相关阈值的值作为异常值。 该方法可以包括识别与具有异常值的每个曲线相关联的呼叫中心代理，并向用户呈现与一个或多个识别的呼叫中心代理有关的信息。
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