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Supervising monitoring of agents

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