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System, Method And Program Product For Analyses Based On Agent-Customer Interactions And Concurrent System Activity By Agents

机译:基于座席-客户交互和座席并发系统活动的分析系统,方法和程序产品

摘要

A method includes deriving first information from a number of agent-customer interactions in a customer service system, and determining concurrent system activity by the agents in the customer service system, the concurrent system activity occurring at least partially concurrently with the number of agent-customer interactions. The method further includes combining the determined first information and the determined concurrent system activity to determine second information related to one or more of the number of agent-customer interactions, and outputting the second information. Apparatus and program products are also disclosed.
机译:一种方法包括:从客户服务系统中的多个代理-客户交互中获取第一信息;以及确定客户服务系统中的代理的并发系统活动,该并发系统活动至少部分与代理-客户数量同时发生互动。该方法还包括将所确定的第一信息和所确定的并发系统活动进行组合,以确定与多个代理-客户交互中的一个或多个相关的第二信息,并输出第二信息。还公开了设备和程序产品。

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