| 摘要 |
The invention relates to various solutions to the challenges of supporting call centers and networks having a plurality of network connected agents or employees. According to one aspect, the invention manages agent authentication, including hiding the authentication methods (e.g., username and password) from the agent. According to another aspect, the invention provides information bridging, such as entering previously-collected information in carrier site pages. According to yet another aspect, the invention provides scripting, such as performing agency-specific scripting and guidance. According to still another aspect, the invention restricts agents from visiting non-approved sites. According to yet another aspect, the invention monitors and logs data fields of particular interest. |
