IN2013MU02144A - - Google Patents

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Publication number
IN2013MU02144A
IN2013MU02144A IN2144MU2013A IN2013MU02144A IN 2013MU02144 A IN2013MU02144 A IN 2013MU02144A IN 2144MU2013 A IN2144MU2013 A IN 2144MU2013A IN 2013MU02144 A IN2013MU02144 A IN 2013MU02144A
Authority
IN
India
Prior art keywords
information
agent
repositories
skill
feedbacks
Prior art date
Application number
Inventor
Tony Mccormack
Paul D Arcy
Neil O'connor
Sean Burke
Joseph Smyth
Original Assignee
Avaya Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Avaya Inc filed Critical Avaya Inc
Publication of IN2013MU02144A publication Critical patent/IN2013MU02144A/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/558—Databases

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)

Abstract

Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.
IN2144MU2013 2012-09-28 2013-06-25 IN2013MU02144A (en)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US13/630,013 US9083806B2 (en) 2012-09-28 2012-09-28 Method of bootstrapping contact center

Publications (1)

Publication Number Publication Date
IN2013MU02144A true IN2013MU02144A (en) 2015-06-05

Family

ID=50385218

Family Applications (1)

Application Number Title Priority Date Filing Date
IN2144MU2013 IN2013MU02144A (en) 2012-09-28 2013-06-25

Country Status (2)

Country Link
US (1) US9083806B2 (en)
IN (1) IN2013MU02144A (en)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20140164476A1 (en) * 2012-12-06 2014-06-12 At&T Intellectual Property I, Lp Apparatus and method for providing a virtual assistant
US9020128B1 (en) * 2013-10-10 2015-04-28 Avaya, Inc. System and method for cost-based automatic call distribution with statistically predictable wait time
US9805320B2 (en) 2014-02-27 2017-10-31 Genesys Telecommunications Laboratories, Inc. Tag-based performance framework for contact center
US9667786B1 (en) * 2014-10-07 2017-05-30 Ipsoft, Inc. Distributed coordinated system and process which transforms data into useful information to help a user with resolving issues
US20240020617A1 (en) * 2022-07-13 2024-01-18 Nice Ltd System and methods to derive knowledge base article relevancy score

Family Cites Families (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6170011B1 (en) * 1998-09-11 2001-01-02 Genesys Telecommunications Laboratories, Inc. Method and apparatus for determining and initiating interaction directionality within a multimedia communication center
US6233332B1 (en) 1998-06-03 2001-05-15 Avaya Technology Corp. System for context based media independent communications processing
US7072966B1 (en) * 2001-08-14 2006-07-04 Etalk Corporation Skills-based routing of a communication session
GB2386214A (en) * 2002-03-09 2003-09-10 Int Computers Ltd Method and apparatus for providing a helpdesk service
US8112391B2 (en) * 2003-07-15 2012-02-07 Accenture Global Services Gmbh Synchronization of agent skill data
JP4878477B2 (en) * 2006-01-18 2012-02-15 富士通株式会社 Information retrieval appropriateness determination processing program and operator skill determination processing program
US7596502B2 (en) * 2006-07-14 2009-09-29 Agent Shield, Inc. System and method for replacing contact information on a website
JP4734191B2 (en) * 2006-07-31 2011-07-27 富士通株式会社 Operator support program, operator support apparatus, and operator support method
US8380555B2 (en) * 2008-11-13 2013-02-19 Avaya Inc. System and method for identifying and managing customer needs

Also Published As

Publication number Publication date
US9083806B2 (en) 2015-07-14
US20140093062A1 (en) 2014-04-03

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