| 摘要 |
An embodiment of a system (100) for optimizing agent performance includes a listener subsystem (120) configured to acquire statistics from at least one contact center data source (170), and an application subsystem (140) configured to receive said statistics from said listener subsystem (120). The application subsystem (140) is further to calculate performance metrics based on the statistics, associate the performance metrics with a scorecard, and transmit data representative of the scorecard to a client (150-1, 150-n) for real-time presentation of the scorecard for consideration by a user (160-1, 160-n) using the client. The scorecard includes the performance metrics. The system (100) is configured in a service-oriented architecture. In some embodiments, web services are used to acquire the statistics from the contact center data source (170). |
