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:
Nov. 11, 2014
Filed:
Mar. 15, 2006
Edwin Kenneth Margulies, Las Vegas, NV (US);
Eli Ben Borodow, San Diego, CA (US);
Ran Ezerzer, San Diego, CA (US);
Ali Aljane, San Diego, CA (US);
William Scott Seebauer, San Diego, CA (US);
Edwin Kenneth Margulies, Las Vegas, NV (US);
Eli Ben Borodow, San Diego, CA (US);
Ran Ezerzer, San Diego, CA (US);
Ali Aljane, San Diego, CA (US);
William Scott Seebauer, San Diego, CA (US);
Oracle International Corporation, Redwood Shores, CA (US);
Abstract
Embodiments of the present invention provide a robust customer service environment employing 'Key Performance Indicators' (KPIs), which represent both customer interaction experiences and also the overall efficacy of agent performance on an interaction-by-interaction basis. A KPI can be any metric for measuring a category of information related to a call center interaction, e.g., customer satisfaction or agent ability/performance. Input from customer experiences is catalogued and linked to one or more KPIs. Key performance indicators are associated with a key performance indicator template, which is linked with a project comprising routing rules, triggers, and specific actions that are driven as a result of the key performance indicator template. The project may be a phone/IVR project, Web CallBack project, email project, or a Chat project. Execution of the key performance indicator template triggers pre-, during, and/or post-call, -chat, -CallBack, or -email input from a call center user.