Method and system for collecting reports for call center monitoring by supervisor
DCFirst Claim
1. A method of collecting and reporting information about a call center for use by a supervisor comprising the steps of:
- connecting a supervisor computer via a TCP/IP connection to an automatic call distributor (ACD) server and a structured query language (SQL) server positioned separate and spaced apart from the supervisor computer and having an associated historical database for call center statistics, which are included in a call center having a plurality of agents for receiving incoming calls;
at predetermined time intervals, forwarding from the ACD server to the supervisor computer, responsive to the occurrence of the predetermined time intervals, status data relating to real time status changes of agents and incoming calls;
processing the received status data at the supervisor computer and displaying real time reports for supervisor monitoring of call center and agent statistics;
at predetermined time intervals, forwarding from the SQL server and associated historical database to the supervisor computer, statistical data relating to agents and call center operation; and
processing the selected historical data within the supervisor computer to obtain historical reports of call center operation.
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Accused Products
Abstract
A method and call center system are disclosed for collecting and reporting information by the call center for use by a supervisor. A supervisor computer is connected to an automatic call distributor (ACD) server and a structured query language (SQL) server having an associated historical database for call center statistics, which are included as part of the call center having a plurality of agents for receiving incoming calls. At predetermined time intervals, status data relating to real time status changes of agents and incoming calls are forwarded from the ACD server to the supervisor. The received status data is processed at the supervisor computer and real time reports are displayed for supervisor monitoring of call center and agent statistics. At predetermined time intervals, statistical data related to agents and call center operation is forwarded from the SQL server and associated historical database to the supervisor, which is processed within the supervisor computer to obtain historical reports of call center operation.
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Citations
28 Claims
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1. A method of collecting and reporting information about a call center for use by a supervisor comprising the steps of:
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connecting a supervisor computer via a TCP/IP connection to an automatic call distributor (ACD) server and a structured query language (SQL) server positioned separate and spaced apart from the supervisor computer and having an associated historical database for call center statistics, which are included in a call center having a plurality of agents for receiving incoming calls;
at predetermined time intervals, forwarding from the ACD server to the supervisor computer, responsive to the occurrence of the predetermined time intervals, status data relating to real time status changes of agents and incoming calls;
processing the received status data at the supervisor computer and displaying real time reports for supervisor monitoring of call center and agent statistics;
at predetermined time intervals, forwarding from the SQL server and associated historical database to the supervisor computer, statistical data relating to agents and call center operation; and
processing the selected historical data within the supervisor computer to obtain historical reports of call center operation. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method of collecting and reporting information about a call center for use by a supervisor comprising the steps of:
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connecting a supervisor computer to an automatic call distributor (ACD) server of a call center having a plurality of agents for receiving incoming calls;
at predetermined time intervals, forwarding from the ACD server to the supervisor computer, responsive to the occurrence of the predetermined time intervals, status data relating to real time status changes of agents and incoming calls; and
processing the received status data at the supervisor computer and displaying real time reports for supervisor monitoring of call center and agent statistics. - View Dependent Claims (12, 13, 14, 15, 16, 17)
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18. A call center system that collects and reports information about a call center for use by a supervisor comprising:
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a call center switch for receiving incoming calls from a communications network;
a plurality of agents for receiving incoming calls that have been routed to respective agents;
an automatic call distributor (ACD) server connected to said call center switch for routing calls to said plurality of agents; and
a supervisor computer that is connected to the ACD server for receiving at predetermined time intervals status data relating to real time status changes of agents and incoming calls, forwarded by the ACD server responsive to the occurrence of the predetermined time intervals, said supervisor computer including a supervisor application for processing the received data and displaying real time reports to enable supervisor monitoring of call center and agent statistics. - View Dependent Claims (19, 20, 21, 22)
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23. A call center system that collects and reports information about a call center for use by a supervisor comprising:
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a call center switch for receiving incoming calls;
a plurality of agents for receiving incoming calls that have been routed to respective agents;
an automatic call distributor (ACD) server connected to said call center switch for routing calls to said plurality of agents;
a structured query language (SQL) server having a historical database of call center statistics; and
a supervisor computer that is connected via a TCP/IP connection to the ACD server and SQL server positioned separate and spaced apart from the supervisor computer, for receiving at predetermined time intervals from the ACD server status data relating to real time status changes of agents and incoming calls and receiving at predetermined time intervals from the SQL server statistical data relating to agents and call center operation, said supervisor computer including a supervisor application for processing the received data and displaying real time reports to enable supervisor monitoring of call center and agent statistics and for displaying historical reports of the statistical data received from the SQL server. - View Dependent Claims (24, 25, 26, 27, 28)
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Specification