System and method for evaluating agents in call center
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Aug 5, 2003
Grant Date -
N/A
app pub date -
Feb 25, 2000
filing date -
Feb 25, 2000
priority date (Note) -
Expired
status (Latency Note)
Importance
Abstract
A method and call center system monitors performance of agents in a call center. A call is received within a call center and has a plurality of agents, an automatic call distributor (ACD) server for routing calls to individual agents based on the proficiency skills of the agents, an interactive voice response (IVR) server, and in one aspect, a structured query language (SQL) server having a historical database. The requested type of service is determined and the call routed to an agent based on the requested type of service. After the call between an agent and caller is completed, the call is transferred to the IVR server and responses are solicited from the caller to allow the caller to rate the performance of the call center and agent. In the event that a response is indicative of a poor rating of an agent in the call center, the caller is transferred to a supervisor at a supervisor stations for personal questioning of the caller.
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