Method and system for integrating a plurality of call center agent performance enhancement modules

• US 5,621,789 A
• Filed: 09/01/1993
• Issued: 04/15/1997
• Est. Priority Date: 09/01/1993
• Status: Expired due to Term

• Current Assignee: E-Talk Corporation (HP Inc.)
• Original Assignee: Teknekron Infoswitch Corp. (HP Inc.)
• Inventors: Hitson, Bruce L., Maloney, Michael J., McCalmont, David T.
• Primary Examiner(s): MATAR, AHMAD
• Application Number:
  US08/115,524
• Time in Patent Office: 1,322 Days
• Field of Search: 379/265, 379/266, 379/210, 379/211, 379/212, 379/112, 379/113, 379/96
• US Class Current: 379/265.06
• CPC Class Codes: G06F 3/147 using display panels
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A system for integrating a plurality of call center agent subsystem modules to assist a call center agent in efficiently responding to customer calls includes a workstation that has a central processing unit for interfacing the call center agent with a call distribution system. Within the workstation, there are a plurality of modules that are integrated in a way that significantly improves the call center agent'"'"'s ability to provide completely responsive and efficient service to customers. The integrated modules of the present invention deliver at a single place under the control of the call center agent voice, data, and images by which the agent can completely service a customer call.

Claims

1. A system for integrating a plurality of agent call handling instruments in a single workstation to assist a call center agent in servicing calls through a call distribution system, the integration system comprising:

a workstation having a computer processor, a display, an interface device for coupling said workstation to the call distribution system, a headset coupled to said interface device to allow the call center agent to communicate by audio with the call distribution system, and a memory for storing a plurality of processor implemented computer instructions; and

a plurality of modules within the processor implemented computer instructions, said instructions modules further comprising;

an agent interface module for interfacing the agent'"'"'s headset with the call distribution system through said interface device in supporting both in-bound and out-bound calls,

an agent statistic module for generating statistics associated with the performance of the agent in servicing both in-bound and out-bound calls and displaying those statistics on said workstation'"'"'s display,

a host applications module for allowing the customer service agent to access a plurality of host applications programs, said host applications module associated with said agent interface module and said agent statistics module for permitting simultaneous presentation on a single graphical user interface screen on said workstation'"'"'s display data and images associated with said agent interface module, said agent statistics module, and at least one of said host applications programs, and

a control module for controlling said agent interface module, said agent statistics module, and said host applications module.

2. The integration system of claim 1, further comprising a supervisor console module coupled with the call distribution system and the workstation for monitoring the performance of the call distribution system and the agent in responding to calls communicated through the call distribution system.

3. A system for integrating a plurality of call center agent modules to assist a call center agent in servicing calls through a call distribution system, the integration system comprising:

a workstation comprising a display, central processing unit for interfacing the call center agent with the call distribution system, and a headset to allow the call center agent to communicate by audio with the call distribution system; and

a plurality of modules coupled to the workstation, the module comprising;

an agent interface module for controlling circuitry between said workstation and the call distribution system to assist the call center agent in audio communication with the call distribution system through the workstation;

an agent statistics module for generating statistics associated with the performance of the call center agent in servicing calls through the call distribution system and presenting the statistics on said display;

a host applications module for permitting the call center agent to access host applications programs associated with said workstation in servicing calls; and

an integration and control module for integrating and controlling operations associated with said agent interface module, said agent statistics module, and said host applications module.