Supervising monitoring of agents

• US 20070201676A1
• Filed: 02/24/2006
• Published: 08/30/2007
• Est. Priority Date: 02/24/2006
• Status: Abandoned Application

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Aspect Software Incorporated
• Inventors: Robbins, Edwin, Gillis, W., Flett, Aaron
• Application Number:
  US11/362,347
• Publication Number:
  US 20070201676A1
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

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.

Claims

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.

2. The system of claim 1, wherein the agent and customer requests and the responses are a hypertext transfer protocol.

3. The system of claim 1, wherein the filter portion inserts a unique token in requests and responses associated with the monitored agent to identify requests and responses to copy and communicate to the monitoring station.

4. The system of claim 1, wherein the request to monitor is prompted by an individual using the monitoring station.

5. The system of claim 1, wherein the request to monitor, copying and communicating of agent responses and requests are carried out in real time.

6. The system of claim 1, wherein the agent requests and responses are script pages for the agent during an active dialogue with the customer.

7. The system of claim 1, wherein the agent is an automated response system.

8. A method for monitoring a communication in a contact center, the method comprising the acts of:

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.

9. The method of claim 8, wherein the agent and customer requests and the responses are a hypertext transfer protocol.

10. The method of claim 8, further comprising the act of:

inserting by the filter portion a unique token in requests and responses associated with the monitored agent to identify requests and responses to copy and communicate to the monitoring station.

11. The method of claim 8, wherein the act of initiating the request to monitor is prompted by an individual using the monitoring station.

12. The method of claim 8, wherein the acts of the method are carried out in real time.

13. The method of claim 8, wherein the agent requests and responses are script pages for the agent during an active dialogue with the customer.

14. The method of claim 8, wherein the agent is an automated response system.

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:

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.

16. The computer program product of claim 15, wherein the agent and customer requests and the responses are a hypertext transfer protocol.

17. The computer program product of claim 15, further comprising the act of:

inserting by the filter portion a unique token in requests and responses associated with the monitored agent to identify requests and responses to copy and communicate to the monitoring station.

18. The computer program product of claim 15, wherein the act of initiating the request to monitor is prompted by an individual using the monitoring station.

19. The computer program product of claim 15, wherein the acts of the method are carried out in real time.

20. The computer program product of claim 15, wherein the agent requests and responses are script pages for the agent during an active dialogue with the customer.