System, method and computer readable medium for call center management

摘要

A call center system is configured to record call data into call records. A transfer center within the call center transfers the call records to a database. A query engine, controlled from an interactive user interface, executes queries on the call data records in the database, allowing real-time analysis of the call data.

主权项

1. A call center system comprising:
at least one call center that records at least a call data; a transfer center that transfers at least the call data to at least one database; at least one query engine that executes at least one query on at least the call data in the at least one database; the at least one query identifies a frequent caller and transfers the frequent caller to a call agent; at least a call record is initialized with an empty field that is filled for recording call data when the call data becomes available; wherein the frequent caller is identified as making a number of calls above a threshold number in a time period shorter than a threshold time period and an interface that displays a result of the at least one query to the call agent.