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    • 10. 发明公开
    • Analysis of calls recorded at a call centre for selecting calls for agent evaluation
    • 评估,在呼叫中心捕获,来电,来评估操作人员选择呼叫
    • EP2560357A1
    • 2013-02-20
    • EP11177610.0
    • 2011-08-15
    • University College Cork-National University of Ireland, Cork
    • Curran, DaraSutton, Kevin
    • H04M3/51
    • G06F17/30746H04M3/42221H04M3/5175
    • This invention relates to a method and system for selecting a call centre agent's call for evaluation. Presently, calls are selected at random for evaluation by the call centre team leader. Generally speaking, this is an inefficient way to choose the calls, is time consuming and can result in an unfair evaluation of the agent's performance. According to the present invention there is provided a method and system for selecting an agent's calls for evaluation which entails analysing each of the calls, extracting certain call audio features and using the extracted features to score the calls based on the call's features. Once the calls have been scored, they are clustered into groups of similarly-featured calls. In this way, calls that are typical and atypical of an agent's performance may be retrieved more reliably and faster than was heretofore the case. According to one particularly preferred embodiment, a selection of calls suitable for evaluation can be presented to the call centre team leader.
    • 本发明涉及一种用于选择呼叫中心座席的呼叫进行评估的方法和系统。 目前,呼叫随机由呼叫中心团队领导选择进行评估。 一般来说,这是选择电话方式效率极低,非常耗时,而且可以在代理人的业绩不公平的评价结果​​英寸 。根据本发明,提供了用于选择代理的评价这需要实现分析每个呼叫,提取某些呼叫的音频特征并使用所提取的特征的得分基于呼叫的功能的呼叫的呼叫的方法和系统。 一旦通话havebeen进球,他们都聚集到类似功能的通话组。 通过这种方式,电话确实是典型的和非典型的代理的性能可能会更可靠地检索和比迄今的情况下更快。 。根据一个特别优选实施方案,选择适合于评价的呼叫可被呈现给呼叫中心组长。