MONITORING OF AND REMOTE ACCESS TO CALL CENTER ACTIVITY
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
N/A
Issued Date -
Nov 22, 2001
app pub date -
May 11, 1998
filing date -
May 11, 1998
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A method of monitoring call center attendants' assistance to callers is provided in which a call monitor is configured to record interaction between attendants and callers. Such interaction may be recorded for all, or substantially all, calls received at a call center. The reviewer optionally specifies criteria concerning calls that are to be recorded. The call monitor connects to a call center switch after a call attendant logs in. When the attendant receives a call matching the specified criteria, if any, the call monitor records interaction the attendant and the caller to create a call record. In a present embodiment of the invention, the call record is stored on the call monitor in compressed digital format. To replay a call record, the reviewer connects to a web server or other interface through an internetwork connection. From the web server the supervisor selects a call record to be played. The call monitor plays the call recording via streaming audio, across the internetwork connection, on the reviewer's computer.
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