发明名称 System to support contextualized definitions of competitions in call centers
摘要 A system, method, and device for forming contextualized competitions in a work environment are disclosed. The system includes a performance metric computation component which computes performance metrics, a visualization component which generates a visual interface for display to a supervisor, and a processor which implements the components. The method includes receiving (S102) information related to a set of agents operating in a work environment. A first aggregated value for a first performance metric and a second aggregated value for a second performance metric are computed (S104). The first and second values are visualized (S108), and a predicted effect on the second performance metric when the first performance metric is altered is visualized. The device serves as a decision-making support tool including a plurality of control mechanisms for altering at least one performance metric and displaying the predicted effect on another.
申请公布号 EP2752797(A1) 申请公布日期 2014.07.09
申请号 EP20140150173 申请日期 2014.01.03
申请人 XEROX CORPORATION 发明人 CASTELLANI, STEFANIA;COLOMBINO, TOMMASO;HANRAHAN, BENJAMIN V
分类号 G06Q10/06 主分类号 G06Q10/06
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