Patent ID: 7769622
Filing Date: 2010-08-03
Classification: G06Q

Abstract:
1. A web-based method for capturing insight of a user performing at a superior level within a contact center, comprising: recording performance data for a plurality of calls participated in by the user within the contact center using a computer; computing a user key performance indicator (KPI) for the user, using the computer, based on the performance data recorded from the plurality of calls, the key performance indicator measuring performance of the user based on a defined performance objective, the defined performance objective including at least one of an average talk time of the user, an average wrap time of the plurality of calls, a first number representing calls resolved, and a second number representing calls requiring a transfer from the user; comparing a difference between the user KPI and a reference KPI, using the computer; querying the user to provide insight when the user KPI exceeds the reference KPI via a first interface, including: providing corrective material to the user, via a second interface, when the user KPI does not exceed the reference KPI, wherein the corrective material is derived from insight provided by users whose user KPI exceeds the reference KPI.