The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Sep. 08, 2026
Filed:
Apr. 04, 2024
Verint Americas Inc., Alpharetta, GA (US);
Ian Beaver, Chino Valley, AZ (US);
Cynthia Freeman, Green Valley, AZ (US);
Jose Benki, Ann Arbor, MI (US);
Verint Americas Inc., Alpharetta, GA (US);
Abstract
A method for providing automated agent performance ranking includes obtaining, for each agent of a plurality of agents, a performance score for each feature associated with a plurality of customer-agent interactions, wherein each feature is associated with a key performance indicator (KPI) metric and is under control of the agent; determining a task label for each of the plurality of customer-agent interactions; grouping the plurality of customer-agent interactions into one or more task groups based on the task label for each of the plurality of customer-agent interactions; determining, for each agent of the plurality of agents, a task-feature performance value, wherein the task-feature performance value is a combination of the performance score for each feature associated with the one or more task groups; and generating, for each feature, a report comprising a ranking for each agent of the plurality of agents based on the task-feature performance value.