Method and system for monitoring call center service representatives
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United States of America Patent
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Aug 31, 1999
Issued Date -
N/A
app pub date -
May 12, 1997
filing date -
Sep 22, 1993
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center by logging sessions. The logged sessions may be selectively played back based on a number of scheduling criteria, including time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system plays back those portions of the logged sessions that meet the scheduling criteria.
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