System and method for providing call statistics in real time
First Claim
1. A call distribution system comprising:
- a first automatic call reporting system located at a first site;
a first server coupled to the first automatic call reporting system, the first server being capable of (i) receiving data including queue and agent statistics from the first automatic call reporting system and (ii) placing the data in a table format, the queue and agent statistics including a vector directory number providing information about a nature of a call; and
at least one computer coupled to the first server, the at least one computer retrieving the data in the table format from the first server, and creating a display window to display, in real-time, a portion of the data on a monitor of the at least one computer.
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Accused Products
Abstract
A display tool and a call distribution system that provides queue and agent statistics, resulting from telecommunications events (i.e., service calls), for viewing on a monitor of a computer. A first server receives information associated with the telecommunications events, including queue and agent statistics, and places the information in a predetermined record format. The information is forwarded to a second server interconnected in a network. A module executed on a specific end node (e.g., computer) enables communications between the second server and the computer. This module is configured to control the computer to retrieve the information and create a display window to display contents of the information on the monitor in real-time.
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Citations
16 Claims
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1. A call distribution system comprising:
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a first automatic call reporting system located at a first site; a first server coupled to the first automatic call reporting system, the first server being capable of (i) receiving data including queue and agent statistics from the first automatic call reporting system and (ii) placing the data in a table format, the queue and agent statistics including a vector directory number providing information about a nature of a call; and at least one computer coupled to the first server, the at least one computer retrieving the data in the table format from the first server, and creating a display window to display, in real-time, a portion of the data on a monitor of the at least one computer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A call distribution system comprising:
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first call reporting means for receiving a plurality of calls through a publicly accessible communication medium, temporarily storing the plurality of calls in a pre-assigned queue, obtaining a first set of call statistics pertaining to the plurality of calls and routing the plurality of calls to a computing means, the first call reporting means being located at a first site; first server means for receiving the first set of call statistics, including queue and agent statistics including a vector directory number providing information about each of the plurality of calls, and for placing the first set of call statistics in a table format, the first server means being coupled to the first call reporting means; and computing means for retrieving the first set of call statistics in the table format, and for creating a display window to display, in real-time, a portion of the first set of call statistics on a monitor of the computing means. - View Dependent Claims (10, 11, 12, 13, 14, 15)
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16. A method for providing a queue and agent statistics associated with a plurality of telecommunications events for viewing on a monitor of a computer interconnected to a network, the method comprising:
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receiving data associated with each of the plurality of telecommunications events, the data including a vector directory number providing information about each of the plurality of calls; placing the data in a first format; receiving the data in the first format; and placing the data in a second format accessible by the computer so that the computer creates a display window to display, in real-time and in graphical and textual representations, a portion of the data on the monitor of the computer.
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Specification