发明名称 |
Method and system for monitoring call center service representatives |
摘要 |
A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system record a customer call if the scheduling criteria of the associated monitoring period is met.
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申请公布号 |
US6058163(A) |
申请公布日期 |
2000.05.02 |
申请号 |
US19970854435 |
申请日期 |
1997.05.12 |
申请人 |
TEKNEKRON INFOSWITCH CORPORATION |
发明人 |
PATTISON, JON A.;VIZARD, PAUL A.;MALONEY, MICHAEL J.;MCCALMONT, DAVID T. |
分类号 |
G07C1/10;H04M3/36;H04M3/42;H04M3/51;(IPC1-7):H04M3/22 |
主分类号 |
G07C1/10 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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