发明名称 |
Call efficiency indicator |
摘要 |
Disclosed is a computer-implemented method for providing a call efficiency indicator. The method includes determining an agent scheduled time for a call efficiency indicator period; determining a number of calls handled by the agent for each particular call type during the call efficiency indicator period; calculating the average time it took that agent to handle calls, on a call type basis and during the call efficiency indicator period; determining an Average Handle Time metric; calculating idle time for the agent for the call efficiency indicator period; and calculating the call efficiency indicator for the call efficiency indicator period as a function of the number of calls handled by the agent, the Average Handle Time, the idle time, and the agent scheduled time. |
申请公布号 |
US9129265(B2) |
申请公布日期 |
2015.09.08 |
申请号 |
US201314142794 |
申请日期 |
2013.12.28 |
申请人 |
FLORIDA POWER & LIGHT COMPANY |
发明人 |
Reyes George E. |
分类号 |
H04M3/00;G06Q10/10;H04M3/51;G06Q10/06 |
主分类号 |
H04M3/00 |
代理机构 |
Feldman Gale, PA |
代理人 |
Feldman Gale, PA ;Perez-Piñeiro Rafael;Horowitz Matthew |
主权项 |
1. A computer-readable non-transitory storage medium containing a data server application, which when executed on a processor is configured to perform an operation providing a call efficiency indicator, the operation comprising:
determining an agent scheduled time for a call efficiency indicator period; determining a number of calls handled by said agent for each particular call type during the call efficiency indicator period; calculating the average time it took that agent to handle calls, on a call type basis and during the call efficiency indicator period; determining an Average Handle Time metric; calculating idle time for the agent for the call efficiency indicator period; and calculating the call efficiency indicator for the call efficiency indicator period as a function of said number of calls handled by said agent, said Average Handle Time, said idle time, and said agent scheduled time as follows:CEI=NumberoftotalcallshandeledbyAgentduringCEIperiod×AHT(AgentScheduledTime-AgentIdle). |
地址 |
Juno Beach FL US |