SYSTEMS AND METHODS FOR GATHERING AGENT PERFORMANCE METRICS AND TRANSLATING METRICS TO NORMALIZED GOAL PERCENTAGES TO EVALUATE AGENT PERFORMANCE

Abstract: a method of evaluating agent performance according to an embodiment includes obtaining metric data for one or more agents including a plurality of raw performance indicators each corresponding to a particular agent performance metric of a plurality of agent performance metrics and converting, based on the metric data, each of the plurality of raw performance indicators into a points score for the particular agent performance metric to provide a plurality of points scores for the plurality of agent performance metrics.

Inventor(s): Rakesh Tailor, Corey Weber, Jacou Sarrazin, Alex Lee

CPC Classification: G06Q10/06393 ({Score-carding, benchmarking or key performance indicator [KPI] analysis})

Search for rejections for patent application number 20250217750