Monitoring system for telephony resources in a call center
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United States of America Patent
Stats
-
Dec 3, 2002
Grant Date -
Aug 9, 2001
app pub date -
Sep 30, 1997
filing date -
Sep 30, 1997
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
An automated monitoring system monitors telephone resources in a call center. The call center may include agent stations at which agents are stationed to handle calls. A monitoring server monitors calling activity by the agents to maintain state information about the agents and to gather statistics about the calling activity of the agents. These statistics are forwarded to a client program run on a workstation or other type of computer system. The client program provides a graphical user interface and depicts the state information about the agents as part of the interface. The graphical user interface may also display statistics regarding the calling activity of agents, agent supervisors, business clients of the call center, and the call center in aggregate.
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