Patent ID: 8787552

Claim:
A method of assessing performance of a call center agent, the method comprising: maintaining, in a computer-readable memory, data corresponding to a plurality of customer calls received from customers and processed by a call center agent, wherein the maintained data comprises: an indication of whether the call was a one-time caller call, and for each of the one-time caller calls, an indication of whether the call was released by the customer or whether the call was released by the call center agent; and by a processor: identifying, from the plurality of customer calls, a set of the one-time caller calls, determining a first issue resolution rate for the calls in the set that were released by the customer, determining a second issue resolution rate for the calls in the set that were released by the call center agent, determining a difference between the first issue resolution rate and the second issue resolution rate, and using the determined difference to generate a performance assessment for the call center agent.