System and method for real-time geographical call display of automatic call distributor calls

摘要

In a call center, a caller's geographical position may be mapped together with a geographical position of a call agent allocated to handle the call. A map may display tags depicting the respective positions of the caller and the call agent with a visual link indicating the call connection. The call agent may be selected dependent on the relative proximity to the caller.

主权项

1. A system, comprising:
an Automatic Call Distributor for a call center at a first geographic location, the Automatic Call Distributor configured to:
determine a geographic location of a caller;allocate a remote call agent to a call related to the caller; anddetermine a geographic location of the remote call agent that is independent of a location of the call center; and a display configured to display a geographic relationship between the caller and the remote call agent, wherein the display is separate from a telecommunications device of the remote call agent.