| 摘要 |
An embodiment of a system for optimizing agent performance (574) includes a data collector (860) configured to receive data representative of contact center statistics (845) from a contact center (820) and to use the statistics (845) to calculate performance metrics (505, 850). The system also includes a presentation module (890) configured to provide data representative of the performance metrics (505, 850) to a client device (835) configured to present the performance metrics (505, 850) for consideration by an agent associated with the contact center (820). The performance metrics (505, 850) are representative of agent performance (574) in relation to at least one predefined performance threshold (536, 537, 547, 548, 572). In certain embodiments, the statistics include a customer satisfaction survey score that is based on actual feedback received from a customer. In certain embodiments, the performance metrics are provided to the client device (835) in real time or near real time. |
