Patent Number: 8,473,423

Title: Contact center expert identification

Abstract: A system evaluates callers, into a contact center, for possible employment. The evaluations occur while the caller waits in a contact center queue and provide a rating of the callers as potential employees. Ratings may be generated or accumulated from one or more interactions with the contact center, where each interaction with the caller can provide information about the caller's suitability as an employee. Good candidates may be interviewed automatically and/or by a manager. Those candidates that receive good ratings/evaluations and are interested in the position may be hired or provided incentives to help the call center respond to calls.

Inventors: Krishnakumar; Anjur S. (Princeton, NJ), Krishnan; Parameshwaran (Basking Ridge, NJ), Singh; Navjot (Denville, NJ), Yajnik; Shalini (Berkeley Heights, NJ)

Assignee: Avaya Inc.

International Classification: G06Q 10/00 (20120101); H04M 3/00 (20060101)

Expiration Date: 2021-06-25 0:00:00