Personal communication center performance display and status alert system
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorsKevin McGraw, Richard C. DeGolia, Bruce E. Keistead
Life of this patent
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Abstract
In a call center having agent stations including personal computers having video display units (PC/VDUs), connected on a LAN with a server tracking status for call center entities, a system for agent information includes a software application executing on individual PC/VDUs at agent stations. The software application draws on status information from the server and renders the information to the agent using the PC/VDU through output apparatus of the PC/VDU. Rendering may be by text, graphics, or audio, depending on such as conditions and user selection.
Claims15
In a call center having agent stations each having a personal computer with a video display unit (PC/VDU), a system for informing agents of call center-related status, comprising:
- a server tracking call center activities and calculating status for individual call center entities, the server connected on a network in the call center;
- and
- an agent-informing application executing on individual ones of the PC/VDUs at agent stations, the PC/VDUs at the agent stations also connected on the network;
- characterized in that the application selectively retrieves real-time status data from the server and provides the status information to the agent using an individual PC/VDU through output apparatus of the individual PC/VDU.
A software application for use with a personal computer having a video display unit (PC/VDU) at an agent station in a call center, comprising:
- an access module selectively retrieving real-time status information from a server connected on a common network with the PC/VDU;
- and
- a rendition module rendering the status information through output apparatus of the PC/VU for an agent using the PC/VDU.
In a call center having agent stations each having a personal computer with a video display unit (PC/VDU), a method for informing agents of call center-related status, comprising steps of:
- (a) selectively retrieving real-time status information by a software application executing on an individual (PC/VDU) from a server commonly connected on a communication network with the PC/VDU at the agent station;
- and
- (b) rendering the information to an agent using the PC/VDU through output apparatus of the PC/VDU.
Dependencies are inferred from the claim text.