SYSTEM AND METHOD FOR OPTIMIZING PERFORMANCE OF AGENTS IN AN ENTERPRISE

摘要

An optimization computer system for optimizing performance of at least one agent in an enterprise is disclosed. The system includes a monitoring module configured to monitor one or more performance parameters of the at least one agent, wherein the at least one agent is managing one or more work requests. The optimization system further includes a computing module configured to compute at least one score for each of the one or more performance parameters and compare the at least one score with one or more predefined thresholds associated with the one or more performance parameters. The optimization system further includes a work management module configured to manage the one or more work requests assigned to the at least one agent based on comparison of the at least one score with the one or more predefined thresholds.

主权项

1. An optimization computer system for optimizing performance of at least one agent in an enterprise, the optimization computer system comprising:
a monitoring module for monitoring one or more performance parameters of the at least one agent, wherein the at least one agent is managing one or more work requests; a computing module for computing at least one score for each of the one or more performance parameters, and for comparing the at least one score with one or more predefined thresholds associated with the one or more performance parameters; and a work management module for managing the one or more work requests assigned to the at least one agent based on comparison of the at least one score with the one or more predefined thresholds.