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System and Method to profile agent expertise

IP.com Disclosure Number: IPCOM000234754D
Publication Date: 2014-Feb-03
Document File: 2 page(s) / 121K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a system and method to profile agent expertise. In contact centers to improve the call handling efficiency customer calls are routed to specific agents based on call type. Agents are assigned to specific skill queue based on their expertise and these queues are used for call routing purpose. In current processes supervisor assess agents expertise based on limited interactions with them. Disclosed is a system and method to profile agent expertise i.e. assigns scores for different expertise.

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System and Method to profile agent expertise

Disclosed is a system and method to profile agent expertise. In contact centers to improve the call handling efficiency customer calls are routed to specific agents based on call type. Agents are assigned to specific skill queue based on their expertise and these queues are used for call routing purpose. In current processes supervisor assess agents expertise based on limited interactions with them. Disclosed is a system and method to profile agent expertise i.e. assigns scores for different expertise.

The system requires Agent Case logs and Query logs to determine the scores for different expertise for agents. Based on agent case logs and query logs system creates map, which contains query logs for each case log. Using this map QueryLog scorer assigns score for each case log. This score indicate level of expertise of agent for given case. Similarly

Figure 1. Approach

resolution score calculator determine resolution score from case log which contains text log written by agent. One can use classifiers trained on lexical clues such as, presence of "resolved", "ghost call", "call disconnected", etc. System also extracts call category from logs and from predefined mapping of category and area, determines area. System

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also computes various features involving agent and areas. For example "Average Number of queries fired to a search engine while handling calls in specific area by an agent". Similarly other fea...