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. 11, 2012
Filed:
May. 01, 2007
Jason Fama, Redwood City, CA (US);
Simon Shvarts, Cupertino, CA (US);
Joseph Watson, Alpharetta, GA (US);
Jeff Iannone, Alpharetta, GA (US);
Jason Fama, Redwood City, CA (US);
Simon Shvarts, Cupertino, CA (US);
Joseph Watson, Alpharetta, GA (US);
Jeff Iannone, Alpharetta, GA (US);
Verint Americas Inc., Melville, NY (US);
Abstract
Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.