ACD Management information system
AssigneeAT&T Bell Laboratories
InventorsPeter E. Costello, Lawrence D. Fossett, Michael S. Lane, Terrence T. Quin, Nicholas K. Smith
Life of this patent
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Abstract
There is disclosed an ACD management information system which tracks attendant work performance without regard to the actual station at which the attendant is operating. The system also monitors non-ACD work states and provides individualized status reports based upon temporarily stored limit criteria. A real time display of system performance is provided to a supervisor in a manner which allows for immediate rearrangement of the system without resort to other data. The displayed data includes split handling information, and call abandon information, trunk busy information and work state information.
Claims15
A management information system (MIS) for use with an automatic call distribution (ACD) system having a plurality of attendant positions operable to answer incoming calls from a plurality of trunks, said MIS system comprising
- a display,
- means for continuously receiving from said ACD certain ACD data, said data corresponding to current call answering activity at said attendant positions,
- means for comparing said data to previously received data to determine which data is to be displayed,
- means for formatting any said data determined to be displayed, and
- means for presenting said formatted data to said display substantially concurrent with the reception of said ACD data.
A communication system having a plurality of terminals operable for answering communication connections directed thereto, said communication system comprising
- means for receiving and storing in a data base information pertaining to certain measured variables of each answered communication connection, said storing occurring substantially concurrently with the occurrence of the measured variable,
- means for comparing subsequently received variables with priorly stored already displayed variables, and
- means for displaying selected changed variables.
A system for dynamically displaying information pertaining to the operation of a telephone answering system, said telephone answering system having a plurality of stations from which calls incoming over trunks may be answered, said displaying system comprising
- means for receiving data pertaining to each incoming call to said telephone system, said data including trunk identification data, station identification data of the station answering an incoming call on a trunk, and the current status of each said station at said telephone system,
- means for determining when received data differs from priorly received data, and
- means for continuously presenting said determined different data to a visual display.
Dependencies are inferred from the claim text.