Method, system and storage medium for tracking technician calls to a call center
AssigneeBellSouth Intellectual Property Corporation
InventorsH. Mike Schell, Dustin Majure
Life of this patent
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Abstract
An embodiment of the invention is a method of tracking calls from technicians equipped with technician assistance devices. The method includes a call center personnel accessing a call center terminal and the call center personnel receiving a call from a technician. The call center personnel enters call data through a user interface including a plurality of fields, one of the fields being a designation of whether the call from the technician was necessary or unnecessary. The call data is stored. Upon receiving a request from a user, a report is generated identifying the call from the technician as necessary or unnecessary. A system and computer program for implementing the method are disclosed.
Claims18
A method of tracking calls from technicians equipped with technician assistance devices, the method comprising:
- a call center personnel accessing a call center terminal;
- said call center personnel receiving a call from a technician;
- said call center personnel entering call data through a user interface including a plurality of fields, one of said fields being a designation of whether said call from said technician was necessary or unnecessary;
- storing said call data;
- receiving a request from a user for a report;
- and
- generating said report identifying said call from said technician as necessary or unnecessary.
A system for tracking calls from technicians equipped with technician assistance devices, the system comprising:
- a call center terminal receiving call data through a user interface including a plurality of fields, one of said fields being a designation of whether said call from said technician was necessary or unnecessary;
- call data storage system coupled to said call center terminal by a network, said call data storage system receiving said call data;
- a user system coupled to said call data storage system;
- said call data storage system receiving a request from said user system for a report and generating said report identifying said call from said technician as necessary or unnecessary.
Dependencies are inferred from the claim text.