Patent ID: 8488772
Filing Date: 2013-07-16
Classification: G06Q,H04M

Abstract:
1. A method of assigning contact center agents to groups, the method performed by a processor in a computing system of a contact center, comprising the steps of: (a) maintaining, for a set of contact center agents associated with a contact center, performance data relating to the activities of the contact center agents; (b) specifying one or more performance metrics against which the performance data of the contact center agents may be evaluated by specifying a number, n, of performance metrics P in numerical form as a set of values (p (c) determining an evaluation score for each of a plurality of the contact center agents against the performance metric(s) based on the performance data by evaluating for each agent the expression: (d) assigning the plurality of contact center agents among a plurality of agent groups according to each agent's respective evaluation score.