METHOD AND SYSTEM FOR OPTIMIZING PERFORMANCE WITHIN A CONTACT CENTER

摘要

A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level.

主权项

1. A method to improve a performance within a contact center, the method comprising:
monitoring, by a processor, a plurality of key performance indicators corresponding to the contact center; determining a weighted sum of the plurality of key performance indicators based on a weight assigned to the plurality of key performance indicators; and modifying automatically one or more parameters within the contact center, within a predetermined range of the respective one or more parameters, to improve the weighted sum of the plurality of key performance indicators, wherein the one or more parameters is modified when the weighted sum of the key performance indicators crosses beyond a threshold level.