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. Alternatively, the method and system selectively play back portions of logged sessions that meet the scheduling criteria.
|
申请公布号 |
WO9852341(A1) |
申请公布日期 |
1998.11.19 |
申请号 |
WO1998US09455 |
申请日期 |
1998.05.08 |
申请人 |
TEKNEKRON INFOSWITCH CORPORATION |
发明人 |
PATTISON, JON, A.;VIZARD, PAUL, A.;MALONEY, MICHAEL, J.;MCCALMONT, DAVID, T. |
分类号 |
H04M3/36;H04M3/42;H04M3/51;(IPC1-7):H04M3/50 |
主分类号 |
H04M3/36 |
代理机构 |
|
代理人 |
|
主权项 |
|
地址 |
|