Supervising monitoring of agents
First Claim
Patent Images
1. A system for monitoring a communication in a contact center, the system comprising:
- a monitoring station for transmitting a request to monitor an agent;
a server having a servlet container and filter portion for receiving and routing requests and responses of agents and customers wherein the filter produces a copy of at least one response and request received by the agent and communicates said copy to the monitoring station when the request to monitor from the monitoring station is received by the server.
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Accused Products
Abstract
A system, method, and device for monitoring communications or agents in a contact center are disclosed. The exemplary system may have a monitoring station for transmitting a request to monitor an agent. A server of the exemplary system may have a servlet container and filter portion for receiving and routing requests and responses of agents and customers. The filter may produce a copy of at least one response and request received by the agent. The server may communicate the copy to the monitoring station when the request to monitor from the monitoring station is received by the server.
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Citations
20 Claims
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1. A system for monitoring a communication in a contact center, the system comprising:
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a monitoring station for transmitting a request to monitor an agent;
a server having a servlet container and filter portion for receiving and routing requests and responses of agents and customers wherein the filter produces a copy of at least one response and request received by the agent and communicates said copy to the monitoring station when the request to monitor from the monitoring station is received by the server. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method for monitoring a communication in a contact center, the method comprising the acts of:
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initiating a request to monitor an agent from a monitoring station;
communicating the request to monitor from the monitoring station to a server;
receiving requests and responses associated with an agent and customer by a filter portion of the server;
responding by the filter portion to said request to monitor by automatically generating a copy of one or more requests and responses associated with an agent and customer; and
responding by the filter portion to said request to monitor by automatically communicating the copy of one or more requests and responses associated with an agent and customer to the monitoring station. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A computer program product, tangibly embodied in an information carrier, for monitoring an agent in a contact center, the computer program product being operable to cause a machine to:
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initiate a request to monitor an agent from a monitoring station;
communicate the request to monitor from the monitoring station to a server;
receive requests and responses associated with an agent and customer by a filter portion of the server;
respond by the filter portion to said request to monitor by automatically generating a copy of one or more requests and responses associated with an agent and customer; and
respond by the filter portion to said request to monitor by automatically communicating the copy of one or more requests and responses associated with an agent and customer to the monitoring station. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification