SYSTEM AND METHOD FOR INTEGRATED WORKFORCE AND QUALITY MANAGEMENT
摘要
<p>Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.</p>
申请公布号
WO2008011259(A2)
申请公布日期
2008.01.24
申请号
WO2007US72492
申请日期
2007.06.29
申请人
VERINT AMERICAS INC;FAMA, JASON;SHVARTS, SIMON;LICHTENWALNER, PETER, F.;IANNONE, JEFF
发明人
FAMA, JASON;SHVARTS, SIMON;LICHTENWALNER, PETER, F.;IANNONE, JEFF