Method for discovering problem agent behaviors

Details Method for discovering problem agent behaviors Method for discovering problem agent behaviors

G - Physics

06

Q

G06Q 10/00 (2006.01) H04M 3/22 (2006.01)

Patent

CA 2535678

A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.

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