Method and system for monitoring call center service representatives
First Claim
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1. A system for monitoring a plurality of service representatives in handling customer calls, comprising:
- a switching device operable to receive customer calls;
a plurality of agent workstations coupled to the switching device, the agent workstations operable to receive customer calls from the switching device; and
a platform coupled to the switching device, the platform operable to record customer calls as a plurality of logged sessions, the platform operable to determine service representative monitoring periods having scheduling criteria, the platform operable to select portions of the logged sessions that meet the scheduling criteria of the monitoring periods.
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Abstract
A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center by logging sessions. The logged sessions may be selectively played back based on a number of scheduling criteria, including time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system plays back those portions of the logged sessions that meet the scheduling criteria.
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Citations
26 Claims
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1. A system for monitoring a plurality of service representatives in handling customer calls, comprising:
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a switching device operable to receive customer calls; a plurality of agent workstations coupled to the switching device, the agent workstations operable to receive customer calls from the switching device; and a platform coupled to the switching device, the platform operable to record customer calls as a plurality of logged sessions, the platform operable to determine service representative monitoring periods having scheduling criteria, the platform operable to select portions of the logged sessions that meet the scheduling criteria of the monitoring periods. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for monitoring a plurality of service representatives in handling customer calls, comprising:
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recording customer calls as a plurality of logged sessions; determining monitoring periods for the service representatives, the monitoring periods having scheduling criteria; and selecting portions of the logged sessions that meet the scheduling criteria of the monitoring periods. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A platform for monitoring a plurality of service representatives in handling customer calls, comprising:
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a plurality of voice/data channels operable to receive voice/data associated with customer calls; a first memory operable to store voice/data associated with customer calls as logged sessions; a second memory operable to store monitoring schedules for the service representatives, the monitoring schedules based on monitoring periods having scheduling criteria; and a processor coupled to the memory and operable to select portions of the logged sessions that meet the scheduling criteria of the monitoring periods. - View Dependent Claims (21, 22, 23, 24, 25, 26)
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Specification