US Patent Issued to Verint Americas on Sept. 8 for "Automated agent performance ranking on key performance indicator impact factors" (Arizona, Michigan Inventors)

ALEXANDRIA, Va., Sept. 8 -- United States Patent no. 12,731,097, issued on Sept. 8, was assigned to Verint Americas Inc. (Alpharetta, Ga.).

"Automated agent performance ranking on key performance indicator impact factors" was invented by Ian Beaver (Chino Valley, Ariz.), Cynthia Freeman (Green Valley, Ariz.) and Jose Benki (Ann Arbor, Mich.).

According to the abstract* released by the U.S. Patent & Trademark Office: "A method for providing automated agent performance ranking includes obtaining, for each agent of a plurality of agents, a performance score for each feature associated with a plurality of customer-agent interactions, wherein each feature is associated with a key performance indicator (KPI) metric and is under control of the a...