Method and system for monitoring call center service representatives
AssigneeTeknekron Infoswitch Corporation
InventorsJon A. Pattison, Paul A. Vizard, Michael J. Maloney, David T. McCalmont
Life of this patent
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Abstract
A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system record a customer call if the scheduling criteria of the associated monitoring period is met.
Claims36
A system for monitoring a plurality of service representatives in handling customer calls, comprising:
- a switching device operable to receive customer calls;
- a plurality of agent workstations coupled to the switching device, the agent workstations operable to receive customer calls from the switching device;
- and
- a platform coupled to the switching device, the platform operable to determine monitoring schedules for the service representatives, the monitoring schedules based on monitoring periods having scheduling criteria, the platform operable to determine for each service representative whether the scheduling criteria of an associated monitoring period is met, the platform operable to record a customer call if the scheduling criteria of the associated monitoring period is met.
A method for monitoring a plurality of service representatives in handling customer calls, the method comprising:
- associating a plurality of monitoring periods with the service representatives, each monitoring period having scheduling criteria;
- determining for each service representative whether the scheduling criteria of an associated monitoring period is met;
- and
- recording a customer call handled by the service representative if the scheduling criteria of the associated monitoring period is met.
A platform for monitoring a plurality of service representatives in handling customer calls, comprising:
- a plurality of voice/data channels operable to receive voice/data associated with customer calls;
- a memory operable to store voice/data associated with customer calls, the memory further operable to store monitoring schedules for the service representatives, the monitoring schedules based on monitoring periods having scheduling criteria;
- and
- a processor coupled to the memory and operable to determine for each service representative whether the scheduling criteria of an associated monitoring period is met, the platform further operable to cause a recording of a customer call if the scheduling criteria of the associated monitoring period is met.
Dependencies are inferred from the claim text.