CONTACT CENTER SKILLS MODELING USING CUSTOMER RELATIONSHIP MANAGEMENT (CRM) INCIDENT CATEGORIZATION STRUCTURE

摘要

Embodiments of the invention provide systems and methods for modeling of agent skills based on or more closely matching categorization structures of the CRM system. According to one embodiment, defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system can comprise defining a set of product information representing products or services for which support is available through the CRM system. A set of incident information representing incidents handled by the CRM for one or more of the products or services can also be defined and a structure of the incident information can be based on a structure of the product information. A set of skills information for each of the plurality of customer service agents can also be defined. A structure of the skills information can be based on the structure of the product information and the structure of the incident information.

主权项

1. A method for defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system, the method comprising:
defining, by a computer system, a set of product information representing products or services for which support is available through the CRM system, wherein a structure of the product information comprises a multi-level hierarchy; defining, by the computer system, a set of incident information representing customer incidents handled by the CRM for one or more of the products or services, wherein a structure of the incident information comprises a multi-level hierarchy and is based on the structure of the product information, wherein the structure of the incident information is substantially similar to the structure of the product information and wherein the incident information maps to the product information; and defining, by the computer system, a set of skills information for each of the plurality of customer service agents, wherein a structure of the skills information comprises a multi-level hierarchy and is based on the structure of the product information and the structure of the incident information.