Telephone call centre performance evaluation
First Claim
1. A method for a monitor business application of automatically creating a record of the performance of business applications at a computer telephony integrated (CTI) call centre for use in monitoring the performance of said call centre, said call centre being connected to a telephony network and including a customer record database storing customer records, a daily report database, a daily archive database, a report parameter database, a custom report call log storing call records, and at least one business information database comprising business information and call centre performance information stored by said business application and associated with said plurality of call records and customer records, said method comprising the steps of:
- automatically acquiring call identification information from the telephony network for a telephone call made by the customer to the call centre;
automatically updating the daily report database and said daily archive database with said call identification information;
automatically searching with said call identification information the customer record database and said business information database for all stored records and call centre performance information associated with the call identification information;
automatically creating a custom call record associated with the call in the custom report call log in accordance with parameters specified in said report parameter database;
automatically storing the acquired call identification information and the number of records found during the searching step in the created custom call record; and
repeating the acquiring, updating, searching, creating and storing steps for each new call;
whereby, for a plurality of calls, the call records in the call log will represent a performance history of the call centre for that plurality of calls.
1 Assignment
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Accused Products
Abstract
A method of monitoring the performance of a CTI enabled business application for a call center is described. The method comprises the steps of acquiring telephony network information such as an Automatic Number Identification from the telephony network when a telephone call is made to the call center and searching for information stored by the business application such as the customer name which is associated with the ANI from the telephony network. This search is made at the beginning of the call and the customer name is stored with ANI in a call log. Additional information associated with the call such as an order taken during the call is searched for after the call is completed and this additional business information is also stored with said telephony information in the call log.
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Citations
13 Claims
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1. A method for a monitor business application of automatically creating a record of the performance of business applications at a computer telephony integrated (CTI) call centre for use in monitoring the performance of said call centre, said call centre being connected to a telephony network and including a customer record database storing customer records, a daily report database, a daily archive database, a report parameter database, a custom report call log storing call records, and at least one business information database comprising business information and call centre performance information stored by said business application and associated with said plurality of call records and customer records, said method comprising the steps of:
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automatically acquiring call identification information from the telephony network for a telephone call made by the customer to the call centre;
automatically updating the daily report database and said daily archive database with said call identification information;
automatically searching with said call identification information the customer record database and said business information database for all stored records and call centre performance information associated with the call identification information;
automatically creating a custom call record associated with the call in the custom report call log in accordance with parameters specified in said report parameter database;
automatically storing the acquired call identification information and the number of records found during the searching step in the created custom call record; and
repeating the acquiring, updating, searching, creating and storing steps for each new call;
whereby, for a plurality of calls, the call records in the call log will represent a performance history of the call centre for that plurality of calls. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system of creating a record of the performance of a computer telephony integrated (CTI) call centre for use in automatically monitoring the performance of said call centre, said call centre being connected to a telephony network comprising:
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a customer record database storing customer records;
a custom report call log storing call records;
at least one business information database comprising business information and call centre performance information stored by said business application and associated with said plurality of call records and customer records;
a daily report database;
a daily archive database;
a report parameter database;
an acquisition component for automatically acquiring call identification information from the telephony network for a telephone call made by the customer to the call centre;
search component for automatically searching with said call identification information the customer record database and said business information database for all stored records and call centre performance information associated with the call identification information;
record component for automatically creating a custom call record associated with the call in the call log in accordance with the parameters specified in the report parameter database and for updating the daily report database and daily archive database with the call identification information;
storage for storing the acquired call identification information and the number of records found during the searching step in the created call record of the custom report call log; and
processing means for initiating the acquiring, searching, updating, creating and storing steps for each new call;
whereby, for a plurality of calls, the call records in the call log will represent a performance history of the call centre for that plurality of calls. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A computer program product readable by machine tangibly embodying a program of instructions executable by the machine for performing a method for a monitor business application of automatically creating a record of the performance of business applications at a computer telephony integrated (CTI) call centre for use in monitoring the performance of said call centre, said call centre being connected to a telephony network and including a customer record database storing customer records, a daily report database, a daily archive database, a report parameter database, a custom report call log storing call records, and at least one business information database comprising business information and call centre performance information stored by said business application and associated with said plurality of call records and customer records;
- said method comprising the steps of;
automatically acquiring call identification information from the telephony network for a telephone call made by the customer to the call centre;
automatically updating the daily report database and said daily archive database with said call identification information;
automatically searching with said call identification information the customer record database and said business information database for all stored records and call centre performance information associated with the call identification information;
automatically creating a custom call record associated with the call in the custom report call log in accordance with parameters specified in said report parameter database;
automatically storing the acquired call identification information and the number of records found during the searching step in the created custom call record; and
repeating the acquiring, updating, searching, creating and storing steps for each new call;
whereby, for a plurality of calls, the call records in the call log will represent a performance history of the call centre for that plurality of calls.
- said method comprising the steps of;
Specification