Remotely Monitoring Call Center Statistics

• US 20080037761A1
• Filed: 06/28/2006
• Published: 02/14/2008
• Est. Priority Date: 06/28/2006
• Status: Abandoned Application

• Current Assignee: West Corporation
• Original Assignee: West Corporation
• Inventors: Frum, Jereomy K., Cordell, Jeffrey William
• Application Number:
  US11/427,013
• Publication Number:
  US 20080037761A1
• Time in Patent Office: Days
• US Class Current: 379/265.04
• CPC Class Codes: G06Q 10/00 Administration; Management

Abstract

A system, method, and computer readable medium for remotely monitoring call center statistics, that comprises, monitoring virtual automated call distribution connection status of an agent, scanning agent desktop environment connection status of the agent, surveying server logon status of the agent, auditing computer schedule status of the agent, observing network throughput status of the agent, scoring the call center statistics based upon the monitored virtual automated call distribution connection status, the scanned agent desktop environment connection status, the surveyed server logon status, the audited computer schedule status and the observed network throughput status, and displaying the scored call center statistics by agent.

Claims

1. A method for remotely monitoring call center statistics, comprising:

monitoring virtual automated call distribution connection status of an agent;

scanning an agent desktop environment connection status of the agent;

surveying a server logon status of the agent;

auditing a computer schedule status of the agent;

observing a network throughput status of the agent;

scoring the call center statistics based upon the monitored virtual automated call distribution connection status, the scanned agent desktop environment connection status, the surveyed server logon status, the audited computer schedule status and the observed network throughput status; and

displaying the scored call center statistics.

2. The method of claim 1 comprising:

detecting a virtual automated call distribution error status of the agent.

3. The method of claim 1 comprising:

determining the server error status of the agent.

4. The method of claim 1 comprising:

analyzing a network latency of the agent.

5. The method of claim 1 wherein the display of the scored call center statistics by the agent is color coded.

6. The method of claim 1 comprising:

calculating agent status statistics by the agent.

7. The method of claim 6 comprising:

feeding back calculated agent status statistics to the agent.

8. The method of claim 1 comprising:

accessing individual occurrences of the monitored virtual automated call distribution connection status, the scanned agent desktop environment connection status, the surveyed server logon status, the audited computer schedule status and the observed network throughput status.

9. The method of claim 1 comprising:

separating the scoring of the call center statistics by the agent.

10. The method of claim 1 comprising:

providing detailed scoring of the call center statistics by the agent to assess quality control issues.

11. A computer readable medium comprising instructions for:

monitoring a virtual automated call distribution connection status of an agent;

scanning an agent desktop environment connection status of the agent;

surveying a server logon status of the agent;

auditing a computer schedule status of the agent; and

observing a network throughput status of the agent, in order to remotely monitor call center statistics.

12. The computer readable medium of claim 11 comprising instructions for detecting a virtual automated call distribution error status of the agent.

13. The computer readable medium of claim 12 comprising instructions for determining a server error status of the agent.

14. The computer readable medium of claim 13 comprising instructions for analyzing a network latency of the agent.

15. The computer readable medium of claim 14 comprising instructions for

scoring call center statistics based upon the monitored virtual automated call distribution connection status, the scanned agent desktop environment connection status, the surveyed server logon status, the audited computer schedule status, the observed network throughput status, the detected virtual automated call distribution error status, the determined server error status and the analyzed network latency of the agent.

16. The computer readable medium of claim 15 comprising instructions for

displaying the scored call center statistics by the agent.

17. A system for remotely monitoring call center statistics, comprising:

a processor that monitors virtual automated call distribution connection status of an agent, scans agent desktop environment connection status of the agent, surveys server logon status of the agent, audits computer schedule status of the agent and observes network throughput status of the agent; and

a memory communicably coupled to the processor, wherein the memory stores functionality performed by the agent.

18. The system of claim 17 wherein,

the processor calculates agent status statistics of the agent and provides the calculated agent status statistics to the agent.

19. The system of claim 17 wherein,

the processor scores the call center statistics based upon the monitored virtual automated call distribution connection status, the scanned agent desktop environment connection status, the surveyed server logon status, the audited computer schedule status and the observed network throughput status.

20. The system of claim 17 wherein,

the processor accesses individual occurrences of the monitored virtual automated call distribution connection status, the scanned agent desktop environment connection status, the surveyed server logon status, the audited computer schedule status and the observed network throughput status.