Patent ID: 8885812
Filing Date: 2014-11-11
Classification: G06Q,H04M

Abstract:
1. A method for providing a key performance indicator (KPI) template for use in a call center, the method comprising: executing, via a user interface, KPI template represented by a plurality of scripts saved in a database, generating, via the scripts in the database, user interface views based on the logic flow of a said media type used during an interaction between the user and the call center; receiving inputs from the user through the user interface views, the inputs comprising one or more scores on a performance metric of a said KPI, wherein the scores are based on performance of an agent during the interaction; updating skills and skill proficiency of the agent based on the scores; using the KPI template to dynamically route the interaction to a different agent or a supervisor for further intervention when a said trigger or routing rule is activated.