SYSTEM AND METHOD FOR AUTOMATED ASSIGNMENT OF MONITORING IN A CONTACT CENTER

摘要

A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.

主权项

1. A system for automated assignment of monitoring to supervisor resources in a communication system, comprising:
a metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions; a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system; and an assignment module configured to execute a matching algorithm, and to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on a match between the extracted metadata and the collected attributes.