CPC G06Q 10/06398 (2013.01) [H04M 3/2218 (2013.01); H04M 3/2281 (2013.01)] | 30 Claims |
1. A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation, the computerized-method comprising:
in a computerized system comprising a processor, a database of data related to interaction metadata and skills of agent, a database of customer data; and a memory to store the plurality of databases, said processor is configured to operate, for each interaction between an agent and a customer, an After-Call-Work (ACW) factor calculation module, said operating of the ACW factor calculation module comprising:
(i) calculating an ACW factor based on a received time of ACW and a calculated predicted ACW time; and
(ii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.
|