Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions
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United States of America Patent
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Mar 12, 1996
Grant Date -
N/A
app pub date -
Jan 14, 1993
filing date -
Jan 14, 1993
priority date (Note) -
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status (Latency Note)
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Abstract
A call-management system (14) for a call center (FIG. 1) having a plurality of terminals (12) staffed by agents (13) includes a program-implemented arrangement (24) for communicating each agent's schedule to the agent via the agent's corresponding terminal and for monitoring the agent's adherence to the communicated schedule via the agent's corresponding terminal, thereby relieving a supervisor (19) of having to perform these functions. Other programs (25-27) that enable the supervisor to automatically communicate with the agents via their terminals are also included in the call-management system.
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