Systems and methods for workforce optimization and analytics

Details Systems and methods for workforce optimization and analytics Systems and methods for workforce optimization and analytics

G - Physics

06

Q

G06Q 10/06 (2012.01) H04M 3/523 (2006.01) H04Q 3/64 (2006.01)

Patent

CA 2564003

Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.

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