Method and system for monitoring call center service representatives
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United States of America Patent
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-
May 2, 2000
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 using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a 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 record a customer call if the scheduling criteria of the associated monitoring period is met.
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