System and method for providing call statistics in real time

• US 6,882,724 B2
• Filed: 03/06/2002
• Issued: 04/19/2005
• Est. Priority Date: 06/28/1996
• Status: Expired due to Fees

• Current Assignee: Intel Corporation
• Original Assignee: Intel Corporation
• Inventors: Hartmeier, Martina K.
• Primary Examiner(s): Foster, Roland G.
• Assistant Examiner(s): Towler, V.
• Application Number:
  US10/092,821
• Publication Number:
  US 20020150231A1
• Time in Patent Office: 1,140 Days
• Field of Search: 379/93.17, 379/93.23, 379/100.13, 379/201.02, 379/201.04, 379/201.05, 379/201.07, 379/201.08, 379/201.09, 379/112.01, 379/114.01, 379/266.01, 379/266.06, 379/266.08, 379/266.1, 37926501-26503, 379/265.09, 379/265.06, 370352-356
• US Class Current: 379/265.03
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

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.

Claims

1. A computer readable medium having embodied thereon a computer program for processing by a machine, the computer program comprising:

a first routine for obtaining first data pertaining to an incoming call activity of telecommunication events from a first site;

a second routine for forming the first data in a first predetermined data structure format;

a third routine for receiving the first data periodically by a local server;

a fourth routing for obtaining second data pertaining to an incoming call activity of telecommunication events from a second site;

a fifth routing for forming the second data in a second predetermined data structure format;

a sixth routing for receiving the second data periodically by a remote local server, the local server being connected to the remote local server via a wide area network communication link to monitor the second data, the second data including information on a second queue at the second site;

a seventh routine for retrieving one of the first and second data by an executable application, the second data originating from the remote local server; and

an eighth routine for creating a display window to display, in real-time and in one of a graphical and textual representations, agent statistics.

2. The computer readable medium of claim 1, wherein the second routine for forming includes loading a vector directory number into a first field of the predetermined data structure format to provide information concerning a telephone call.

3. The computer readable medium of claim 2, wherein the second routine for forming further includes loading a number of outstanding telephone calls associated with the vector directory number that are awaiting service into a second field of the predetermined data structure format.

4. The computer readable medium of claim 3, wherein the second routine for forming further includes loading a time value indicating a longest duration that one of the number of outstanding telephone calls has been awaiting service.

5. The computer readable medium of claim 1, wherein the telecommunications events includes a telephone call.

6. The computer readable medium of claim 5, wherein the second routine for forming includes loading a vector directory number into a first field of a data structure, the vector directory number to provide information concerning the telephone call.

7. The computer readable medium of claim 6, wherein the second routine for forming further includes loading a number of outstanding telephone calls associated with the vector directory number of outstanding telephone calls associated with the vector directory number that are awaiting service into a second field of the first predetermined data structure format.

8. The computer readable medium of claim 7, wherein the second routine for forming includes loading a time value indicating a longest duration that one of the number of outstanding telephone calls has been awaiting service.

9. The computer readable medium of claim 8, wherein the second routine for forming includes loading information into a fourth field, the information identifying one of a plurality of sites to which one of the plurality of telephone calls is directed.

10. A computer readable medium having embodied thereon a computer program for processing by a machine, the computer program comprising:

a first routine for obtaining first data pertaining to an incoming call activity of telecommunication events at a local site;

a second routine for forming the first data in a predetermined data structure format;

a third routine for receiving the first data periodically by a local server, the local server being connected to a remote local server via a wide area network communication link to monitor second data, the second data including information on a second queue at a remote site;

a fourth routine in executable application for retrieving one of the first and second data, the second data originating from the remote local server; and

a fifth routine for creating a display window to display the agent statistics in real-time and in one of a graphical and textual representations.

11. The computer readable medium ofclaim 10, wherein the second routine for forming includes loading a vector directory number into a first field of the predetennined data structure format to provide information concerning a telephone call.

12. The computer readable medium of claim 11, wherein the second routine for forming further includes loading a number of outstanding telephone calls associated with the vector directory number that are awaiting service into a second field of the predetermined data structure format.

13. The computer readable medium of claim 12, wherein the second routine for forming further includes loading a time value indicating a longest duration that one of the number of outstanding telephone calls has been awaiting service.