Patent №
US 8,331,549
Granted
2012-12-11
Filed 2007
Owner
VERINT AMERICAS INC.
Lab
—
AI components
2
kr · planning
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
11742733
Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.
AI classification
Ownership
VERINT AMERICAS INC.
assignment · 236350408
Assignors
FAMA, JASON, SHVARTS, SIMON, WATSON, JOSEPH, IANNONE, JEFF
On an employer assignment, the assignors are typically the inventors.