Tracking agent call processing locations in connection with an automatic call distribution system
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United States of America Patent
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Nov 9, 2004
Grant Date -
N/A
app pub date -
Dec 30, 1999
filing date -
Dec 30, 1999
priority date (Note) -
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Abstract
Method and apparatus for determining and tracking the locations of agents using wireless units to process calls directed through an automatic call distribution system. Based on signals with different cells or based on independent navigation information, locations of wireless units can be monitored and stored for later analysis. In addition, location information can be compared to an agent location schedule to determine adherence and provide adherence reports.
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