{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-11528362","patent":{"patent_number":"US-11528362","title":"Agent performance measurement framework for modern-day customer contact centers","assignee":null,"inventors":[],"filing_date":"2022-02-03T00:00:00.000Z","publication_date":"2022-12-13T00:00:00.000Z","cpc_codes":["H04M","H04M","H04M","H04M"],"num_claims":20,"abstract":"A method and system for providing a data consolidation for improved customer communication and agent performance evaluation in a multi-channel contact center are provided. The method includes receiving interaction data of an agent with customers across different communication channels within the contact center, consolidating the interaction data received across the different communication channels, aggregating the consolidated data to generate a set of metrics indicative of agent performance, inputting the set of metrics into an agent performance measurement framework, and determining a performance score for the agent based on an output of the agent performance measurement framework."},"analysis":{"summary":null,"layman_explanation":null,"technical_analysis":null,"business_analysis":null,"faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"Agent performance measurement framework for modern-day customer contact centers","description":"A method and system for providing a data consolidation for improved customer communication and agent performance evaluation in a multi-channel contact center are provided. The method includes receivin","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-11528362","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-11528362","citation_suggestion":"Patentable. \"Agent performance measurement framework for modern-day customer contact centers\" (US-11528362). https://patentable.app/patents/US-11528362","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-11528362","json":"https://patentable.app/api/llm-context/US-11528362","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-05-31T07:24:45.421Z"}