发明名称 |
Evaluating a performance of a customer support resource in the context of a peer group |
摘要 |
A method, system and computer program product for evaluating a performance of an object customer support resource in providing a customer support service is disclosed. A peer group of customer support resources that are expected to behave comparably as the object customer support resource is established to determine a normal behavior that the object customer support resource is supposed to act consistent with in providing the customer support service. A behavior of the object customer support resource is compared to the normal behavior to evaluate a performance of the object customer support resource in providing the customer support service. Real time assignment of the customer support service is performed based on a result of the evaluation.
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申请公布号 |
US2007174111(A1) |
申请公布日期 |
2007.07.26 |
申请号 |
US20060338413 |
申请日期 |
2006.01.24 |
申请人 |
INTERNATIONAL BUSINESS MACHINES CORPORATION |
发明人 |
ANDERSON GARY F.;RAMSEY MARK S.;SELBY DAVID A. |
分类号 |
G06F11/34 |
主分类号 |
G06F11/34 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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