MONITORING OF AND REMOTE ACCESS TO CALL CENTER ACTIVITY

摘要

A method of monitoring call center (100) attendants' assistance to callers is provided in which a call monitor is configured to record interaction between attendants (214) and callers (120). Such interaction may be recorded for all, or substantially all, calls received at a call center (100). The reviewer (130) optionally specifies criteria concerning calls that are to be recorded. The call monitor connects to a call center switch after a call attendant logs in. To replay a call record, the reviewer connects to a web server (142) or other interface through an internetwork connection. From the web server (142) the supervisor selects a call record to be played. The call monitor plays the call recording via streaming audio, across the internetwork connection, on the reviewer's computer (130).