A monitoring system monitors calling activity within a call center. The monitoring system includes a client program that may be run on a workstation. The client program displays a graphical user interface that contains status information about agents in the call center and statistics regarding calling activity within the call center. The graphical user interface may depict a physical layout of all or a portion of the call center. Information about agents, supervisors, and business clients may be obtained from the graphical user interface.
申请公布号
WO9917189(A1)
申请公布日期
1999.04.08
申请号
WO1998US19780
申请日期
1998.09.23
申请人
MCI COMMUNICATIONS CORPORATION
发明人
RAVENSCROFT, DONALD, LEWIS;MCDUFF, RICHARD;ATKINSON, WESLEY, J.;SHANKAR, GOPI;KALEY, CRAIG;BAXTER, CRAIG, ALAN