TONY MCCORMACK,NEIL O CONNOR,PAUL D ARCY,DAVID MCGLYNN
申请号：
IN4112/MUM/2014
公开号：
IN2014MU04112A
申请日:
2014.12.22
申请国别(地区):
IN
年份:
2015
代理人:
摘要：
A metrics optimization system for managing key performance indicators (KPls) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPls of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPls based on predefined rules. The metrics optimization system further includes a display module configured to display the KPs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPls. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPs. The metrics optimization system further includes an assign module configured to assign the displayed KPls to a second supervisor based on the performance of the first supervisor.
