MONITORING SYSTEM FOR TELEPHONY RESOURCES IN A CALL CENTER
First Claim
1. A call center for handling calls, comprising:
- agent stations for agents, each agent station including telephony resources through which agents handle calls;
a monitor for monitoring calling activity of the agents and producing statistics regarding the calling activity of the agent;
a computer system having a display device and running a program for receiving the statistics from the monitor and displaying the statistics on the display device.
3 Assignments
0 Petitions
Accused Products
Abstract
An automated monitoring system monitors telephone resources in a call center. The call center may include agent stations at which agents are stationed to handle calls. A monitoring server monitors calling activity by the agents to maintain state information about the agents and to gather statistics about the calling activity of the agents. These statistics are forwarded to a client program run on a workstation or other type of computer system. The client program provides a graphical user interface and depicts the state information about the agents as part of the interface. The graphical user interface may also display statistics regarding the calling activity of agents, agent supervisors, business clients of the call center, and the call center in aggregate.
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Citations
30 Claims
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1. A call center for handling calls, comprising:
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agent stations for agents, each agent station including telephony resources through which agents handle calls;
a monitor for monitoring calling activity of the agents and producing statistics regarding the calling activity of the agent;
a computer system having a display device and running a program for receiving the statistics from the monitor and displaying the statistics on the display device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. In a call center having agents who handle the calls and a computer system having a display device and a method comprising the computer implemented steps of:
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providing a monitor for monitoring calling activity by the agents and gathering statistics regarding the calling activity of the agents;
with the monitor, gathering statistics regarding the calling activity of the agents;
passing the statistics to the application program running on the computer system; and
with the application program, displaying the statistics on the display device. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A telecommunications system, comprising:
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agent stations where agents are stationed to handle calls, each agent station including telephony resources for handling calls;
a switching mechanism for routing calls for the telecommunications system and generating raw data regarding calls;
a computer/telephony integration server for receiving the raw data from the switching mechanism and generating events about calling activity in the telecommunications system based on the raw data;
a monitoring server for receiving the events from the computer/telephony interface server and generating statistics regarding calling activity of the agents; and
a workstation running a program for receiving the statistics from the monitoring server and generating output that includes at least some of the statistics. - View Dependent Claims (20, 21, 22)
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23. In a call center having agents who handle the calls and a computer system having a display device and a computer-readable medium holding computer-executable instructions for performing a method comprising the computer implemented steps of:
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providing a monitor for monitoring calling activity by the agents and gathering statistics regarding the calling activity of the agents;
with the monitor, gathering statistics regarding the calling activity of the agents;
passing the statistics to the application program running on the computer system; and
with the application program, displaying the statistics on the display device. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30)
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Specification