×

Telephone call center monitoring system allowing real-time display of summary views and interactively defined detailed views

DC
  • US 6,392,666 B1
  • Filed: 07/21/1999
  • Issued: 05/21/2002
  • Est. Priority Date: 07/21/1999
  • Status: Expired due to Term
First Claim
Patent Images

1. A method of displaying customer contact center agent status information via a graphical user interface, said method comprising the steps of:

  • providing a graphical summary view of agent status information summarizing the status of a set of agents being monitored by a user according to a plurality of predefined agent status categories;

    in response to user input, generating a highlighted area on the summary agent status view comprising the status categories and a temporal window of interest to the user;

    based upon the highlighted area, automatically generating a graphical detailed view linked to said summary view, said detailed view having a graphical representation of each agent currently in the highlighted categories and temporal windows chosen by the user.

View all claims
  • 20 Assignments
Timeline View
Assignment View
    ×
    ×