| 摘要 |
The system comprises a display for displaying to a user a representation of an actual state of a performance metric of the contact center, an interactive tool for enabling the user to interact with and thereby modify the representation of the performance metric to a desired state, and a computation engine. The computational engine is arranged to determine a measure of the modification of the representation and to identify at least one contact center configuration parameter, which if adjusted, results in an update of the actual state of the performance metric which more closely approaches the desired state represented by the modification. In one example the data to be sent to the computational engine is determined from the users modification of the sales data representation to be a 5% increase in the converted sales during the evening period. The computational engine may determine that converted sales could be increased by 5% during the evening period by providing agents working at this time with additional training. Accordingly, the computational engine will instruct the keyword adaptor to schedule additional training for those agents.
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