Non-random call center supervisory method and apparatus

• US 20010014143A1
• Filed: 01/25/2001
• Published: 08/16/2001
• Est. Priority Date: 10/10/1996
• Status: Abandoned Application

• Current Assignee: Envision Telephony Incorporated
• Original Assignee: Envision Telephony Incorporated
• Inventors: Kuhn, Rodney
• Application Number:
  US09/770,598
• Publication Number:
  US 20010014143A1
• Time in Patent Office: Days
• US Class Current: 379/67.1
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A computer-implemented method and apparatus for assisting supervisors of a call center is provided. The monitoring of agent calls is performed in a non-random fashion in order to provide the supervisor with enhanced control and flexibility over monitoring schedules. In one embodiment, a supervisor may designate one or more time, day and date schedules individually for each agent. In one embodiment, a supervisor may select whether within the time interval, every call, every other call, every third call or the like is to be recorded. Preferably recording occurs without regard to a predefined duration limit.

Claims

1. A computer-implemented method for determining a non-random schedule for recording of conversations in a telephone system having a plurality of users, comprising:

selecting one of said plurality of users;

storing at least a first data record, associated with said one user, indicating a time interval within which recording is desired;

storing a value for N for indicating that monitoring of every Nth call of said one user within said time interval is desired;

automatically recording every Nth call of said one user which occurs within said time interval.

2. A method, as claimed in

claim 1

wherein said telephone system is a call center telephone system for use by a plurality of call center agents.

3. A method, as claimed in

claim 2

, wherein a data record indicating a time interval is associated with each of said plurality of agents and wherein the data record associated with at least a first agent indicates a time interval which is different from the time interval indicated in the data records associated with every other of said plurality of agents.

4. A method, as claimed in

claim 1

, wherein said step of selecting comprises-selecting a telephone extension number of said one user.

5. A method, as claimed in

claim 1

, wherein every Nth call of said one user within said time interval is recorded, regardless of the cumulative duration of recording within said time interval.

6. A method, as claimed in

claim 1

, wherein at least a portion of at least one of said automatically recorded calls is stored in a memory device coupled to said computer.

7. A method, as claimed in

claim 6

, wherein said memory device is selected from the group consisting of an optical disk, a random access memory and a tape drive memory.

8. A method, as claimed in

claim 1

, further comprising generating a beep tone during said recording of at least one of said calls, without the need to rely on a telephone system for delivering said beep tone.

9. A method, as claimed in

claim 8

, wherein a user may select an interval for said beep tone.

10. A method, as claimed in

claim 8

, wherein a user may choose to disable said beep tone.

11. A method, as claimed in

claim 1

, wherein a computer terminal is provided for at least a first administrator station and further comprising:

detecting an error condition; and

providing at least one alarm output at said administrator station.

12. A method, as claimed in

claim 1

, wherein said portion of at least one of said automatically recorded calls is stored as a record in a database.

13. A method, as claimed in

claim 12

, further comprising associating said record with a record of another application using dynamic data exchange or object linking and embedding.

14. A method, as claimed in

claim 1

, further comprising receiving input from a user which provides at least a first indication of a location within at least a portion of at least one of said automatically recorded calls and storing said indication.

15. A method, as claimed in

claim 14

, further comprising receiving input from a user indicating said location and automatically playing-back a portion of said one of said automatically recorded calls starting at said location.

16. A method, as claimed in

claim 1

, further comprising displaying, on a display screen coupled to said computer, a list of identifiers of a plurality of recorded calls, including at least one of said automatically recorded calls, wherein each identifier is associated with at least one indicator of an attribute of said call.

17. A method, as claimed in

claim 16

, wherein said indicator of an attribute indicates whether said call was recorded manually or automatically.

18. A method, as claimed in

claim 16

, wherein at least one said indicator of an attribute indicates one of a plurality of types of errors.

19. A method, as claimed in

claim 1

, further comprising editing at least a portion of at least one of said automatically recorded calls.

20. A method, as claimed in

claim 1

, wherein said computer is programmed to automatically archive one or more of said plurality of recorded calls by placing said recording on an off-line storage medium, and wherein said computer is configured to receive input from at least one user designating at least one of said plurality of recorded calls, wherein, when said one of said plurality of recorded calls is designated, said computer is prevented from automatically archiving said designated call.

21. A computer-implemented method for recording call center agent conversations, comprising:

selecting any one of a plurality of agents;

storing at least a first data record, associated with said one agent, indicating parameters of calls to be recorded including

a time interval within which monitoring of said one agent is desired, and whether incoming, outgoing, internal or external calls, or combinations thereof, are to be monitored;

automatically recording at least some calls of said one agent if said calls comply with said parameters.

22. A computer-implemented method for recording conversations in a call center wherein said call center includes communications devices for use by a plurality of agents, and wherein at least a first of said agents is supervised by a first supervisor and a second of said agents is not supervised by said first supervisor, the method comprising:

recording a plurality of conversations, including conversations of at least said first and said second agents;

permitting said first supervisor to play back at least one recorded conversation of said first agent, while preventing said first supervisor from playing back any recorded conversation of said second agent.

23. A computer-implemented method for recording of call center agent conversations and video screens viewed by said agents during said conversations, comprising:

selecting any one of a plurality of agents;

storing at least a first data record, associated with said one agent, indicating a time interval within which monitoring of said one agent is desired;

automatically recording at least a first call of said one agent which occurs within said time interval;

automatically recording data indicative of the video displayed on said video screen by said one agent during said first call;

playing back said first call synchronized with display of the video displayed on said video screen by said one agent during said first call.

24. A method, as claimed in

claim 23

, further comprising editing said display of the video displayed on said video screen by said one agent during said first call.

25. A computer-implemented method for recording of call center agent conversations, comprising:

storing at least a first set of rules specifying which calls are to be recorded;

automatically recording at least those calls specified by said first set of rules, wherein said step of automatically recording at least a first of said calls is performed by automatically establishing a conference bridge for recording said calls.

26. A method, as claimed in

claim 25

, wherein said first set of values includes rules specifying that calls from predetermined area codes, telephone prefixes or telephone numbers are to be recorded.

27. A computer-implemented method for recording of call center agent conversations, comprising:

storing at least a first set of rules specifying which calls are to be recorded;

automatically recording at least those calls specified by said first set of rules, including at least a first call;

determining whether two or more simultaneous recordings of said first call are to take place;

wherein said step of automatically recording at least a first of said calls is performed by automatically establishing a conference bridge for recording said calls when two or more simultaneous recordings of said first call are to take place.

28. A computer-implemented method for playing back recorded calls in a call center, comprising:

storing at least a first set of rules, specifying which calls are to be recorded;

storing a first plurality of recordings of calls, including at least those calls specified by said first set of rules;

storing descriptive information about at least said first plurality of calls, said descriptive information selected from the group consisting of time of call receipt, duration, telephone number of call source, identity of agent involved in call, account number and social security number;

receiving input from a user indicating at least a first call characteristic corresponding to said descriptive information;

searching at least said first plurality of recordings to locate at least one recording which matches said first call characteristic; and

displaying an identifier of at least said one recording.

29. A computer-implemented method for recording of call center agent conversations, the method comprising:

providing at least a first computer configured for recording at least a first agent conversation;

wherein at least one agent is provided with a display device for displaying information in response to a first applications program;

said first computer configured to detect the occurrence of at least a first event in said first applications program and to begin recording of an agent conversation in response to said first event.

30. A method, as claimed in

claim 29

, wherein said first event comprises display of a predetermined type on said display device.