System and method for integrated display of recorded interactions and call agent data
First Claim
Patent Images
1. A method of viewing call center agent interactions from a window displaying schedule information, the method comprising the steps of:
- displaying a timeline;
displaying a plurality of agent events, where the agent events include exceptions to an agent activity;
displaying each exception in visual correlation with the timeline; and
displaying, in visual correlation with the timeline, each of a plurality of agent interactions.
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Abstract
Methods and systems are provided for viewing call center agent interactions from a window displaying schedule information. In one embodiment, the method comprises the steps of: displaying a timeline; displaying a plurality of agent events, where the agent events include exceptions to an agent activity; displaying each exception in visual correlation with the timeline; and displaying, in visual correlation with the timeline, each of a plurality of agent interactions.
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Citations
20 Claims
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1. A method of viewing call center agent interactions from a window displaying schedule information, the method comprising the steps of:
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displaying a timeline;
displaying a plurality of agent events, where the agent events include exceptions to an agent activity;
displaying each exception in visual correlation with the timeline; and
displaying, in visual correlation with the timeline, each of a plurality of agent interactions. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system of viewing call center agent interactions from a window displaying schedule information, the system comprising the steps of:
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means for displaying a timeline;
means for displaying a plurality of agent events, where the agent events include exceptions to an agent activity;
means for displaying each exception in visual correlation with the timeline; and
means for displaying, in visual correlation with the timeline, each of a plurality of agent interactions. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A computer-readable medium having a program for viewing call center agent interactions from a window displaying schedule information, the program comprising the steps of:
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displaying a timeline;
displaying a plurality of agent events, where the agent events include exceptions to an agent activity;
displaying each exception in visual correlation with the timeline; and
displaying, in visual correlation with the timeline, each of a plurality of agent interactions. - View Dependent Claims (18, 19, 20)
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Specification