APPARATUS FOR SUPERVISING AN AUTOMATIC CALL DISTRIBUTION TELEPHONE SYSTEM

摘要

An agent supervising system is used in a telephone call management and distribution system having a plurality of telephone stations assigned to a plurality of agents. The agent supervising system displays agent activites using distinctive color highlighting and text or icon depictions corresponding to agent identification, location and status information on a map representation and in a directory listing graphically represented on a display at the supervisor's station. The agent supervising system also interacts with an agent locating system for locating agents and displaying the agents on the map representation on the supervisor's display. The prediction of pending abandonment of queued calls and color alarms indicating such pending loss of calls are also provided and the potential financial impact of pending loss of calls are determined and displayed.