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:
Dec. 14, 2010
Filed:
Feb. 22, 2006
Jason Fama, Foster City, CA (US);
Michael Robert Bourke, Jr., San Francisco, CA (US);
Edward Hamilton, San Jose, CA (US);
Jeff Iannone, Alpharetta, GA (US);
Illah Nourbakhsh, Pittsburgh, PA (US);
Joseph Watson, Alpharetta, GA (US);
Kevin Hegebarth, Alpharetta, GA (US);
Jason Fama, Foster City, CA (US);
Michael Robert Bourke, Jr., San Francisco, CA (US);
Edward Hamilton, San Jose, CA (US);
Jeff Iannone, Alpharetta, GA (US);
Illah Nourbakhsh, Pittsburgh, PA (US);
Joseph Watson, Alpharetta, GA (US);
Kevin Hegebarth, Alpharetta, GA (US);
Verint Americas Inc., Melville, NY (US);
Abstract
Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data that includes information on statistics and details of a call center, correlating the quality performance of agents data and the call center operations data, identifying correlation-based discovery, and optimizing call center performance based on the correlation-based discovery.