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Automated, data-based mechanism to detect evolution of employee skills
Automated, data-based mechanism to detect evolution of employee skills
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机译:基于数据的自动化机制可检测员工技能的发展
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摘要
A contact center is provided that includes a plurality of agents for servicing incoming contacts and an evolutionary routing mechanism that is capable of dynamically testing and analyzing the performance/skills of each agent. As the evolutionary routing mechanism detects that the skills of the agent have sufficiently changed, the evolutionary routing mechanism may cause the skills of that agent to be updated, thereby altering the routing algorithm.
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