Method and system for collecting reports for call center monitoring by supervisor
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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-
Mar 16, 2004
Issued Date -
N/A
app pub date -
Feb 25, 2000
filing date -
Feb 25, 2000
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A method and call center system are disclosed for collecting and reporting information by the call center for use by a supervisor. A supervisor computer is connected to an automatic call distributor (ACD) server and a structured query language (SQL) server having an associated historical database for call center statistics, which are included as part of the call center having a plurality of agents for receiving incoming calls. At predetermined time intervals, status data relating to real time status changes of agents and incoming calls are forwarded from the ACD server to the supervisor. The received status data is processed at the supervisor computer and real time reports are displayed for supervisor monitoring of call center and agent statistics. At predetermined time intervals, statistical data related to agents and call center operation is forwarded from the SQL server and associated historical database to the supervisor, which is processed within the supervisor computer to obtain historical reports of call center operation.
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