Virtual desktop interface for a service call center
OwnerYi Chang, Xin Taninventors
Life of this patent
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Abstract
A method for operating an agent terminal in a call routing environment in which an agent server routes customer service calls to the agent terminal. The method includes the agent terminal establishing a communication link with the agent server over a network, configuring an agent terminal display to display service metric parameters related to an incoming customer service call to be routed to the agent terminal, wherein the service metric parameters are retrieved via the communication link from a configuration database of the agent server; and monitoring and displaying on the agent terminal display: updated service metric parameters throughout a customer service call routed from the agent server.
Claims20
In a call routing environment in which an agent server routes customer service calls to an agent terminal, a method for operating the agent terminal, the method comprising:
- establishing by the agent terminal, a communication link with the agent server over a network;
- configuring an agent terminal display to display service metric parameters related to an incoming customer service call to be routed to the agent terminal, wherein each service metric parameter displayed by a particular agent terminal is related to that particular agent terminal, and wherein the service metric parameters are retrieved via the communication link from a configuration database of the agent server;
- and
- monitoring and displaying on the agent terminal display:
- updated service metric parameters throughout a customer service call routed from the agent server.
An agent terminal in a call routing environment in which an agent server routes customer service calls, the agent terminal comprising:
- at least a processor coupled to a memory, the memory including instructions operable to cause the processor to:
- establish a communications link with an agent server over a network, wherein the agent server routes customer service calls;
- configure an agent terminal display to display service metric parameters related to an incoming customer service call to be routed to the agent terminal, wherein each service metric parameter displayed by a particular agent terminal is related to that particular agent terminal, and wherein the service metric parameters are retrieved via the communications link from a configuration database of the agent server;
- and
- monitor updated service metric parameters throughout a customer service call routed from the agent service;
- and
- a display operable to display the updated service metric parameters.
In a call routing environment in which an agent server routes customer service calls to an agent terminal, a method for operating the agent server,. the method comprising:
- receiving via a communication link from the agent server, display configuration parameters associated with service metric parameters to be displayed on a display of an agent terminal, wherein the service metric parameters are related to a customer service call to be routed to the agent terminal, wherein each service metric parameter displayed by a particular agent terminal is related to that particular agent terminal, and wherein the service metric parameters are retrieved from a configuration database of the agent server;
- routing the customer service call to the agent terminal by the agent server;
- monitoring and updating service metric parameters throughout the routed customer service call;
- and
- communicating the updated service metric parameters via the communication link to the display of the agent terminal.
Dependencies are inferred from the claim text.