| 摘要 |
A method of generating a customer satisfaction score based on behavioral assessment data across one or more recorded communications, which includes analyzing one or more communications between a customer and an agent by applying a linguistic-based psychological behavioral model to each communication to determine a personality type of the customer, selecting at least one filter criterion which comprises a customer, an agent, a team, or a call type, calculating a customer satisfaction score using the at least one selected filter criterion across a selected time interval and based on one or more communications, and displaying a report including the calculated customer satisfaction score to a user that matches the at least one selected filter criterion for the selected time interval. Systems and non-transitory computer readable media configured to generate a customer satisfaction score based on behavioral assessment data are also included. |
| 主权项 |
1. A non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to generate a customer satisfaction score based on behavioral assessment data, the plurality of instructions comprising:
instructions that, when executed, analyze one or more communications between a customer and an agent, wherein the analysis comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to each communication to determine a personality type of the customer by analyzing behavioral characteristics of the customer based on the one or more communications; instructions that, when executed, select at least one filter criterion which comprises a customer, an agent, a team, or a call type; instructions that, when executed, calculate a customer satisfaction score using the at least one selected filter criterion across a selected time interval and based on one or more communications; and instructions that, when executed, display a report including the calculated customer satisfaction score to a user that matches the at least one selected filter criterion for the selected time interval. |
