| 摘要 |
An apparatus and method is provided for exchanging telephone call information between two computers, one of which is coupled to a computerized branch exchange (CBX) which services a plurality of telephone agents, the other of which contains telephone call statistics relating to the CBX. Business value records, each including information which relates a telephone agent to a business value datum such as a sales value from a telephone call, are generated in the first computer and transmitted to the second computer for storage into a database. Similarly, account code records, each including information which relates a telephone agent to an account code indicating the nature of a particular telephone call, are generated in the first computer and transmitted to the second computer. Call segment records, each including information relating to a particular telephone call segment, are also generated in the first computer and transmitted to the second computer. The second computer receives the transmitted business value, account code and call segment records, stores them into a database, and accumulates business value and account code value across a plurality of records according to a fixed time interval and one or more organizational hierarchies. A report generator is provided for generating useful reports from the accumulated values. |
