MONITORING OF AND REMOTE ACCESS TO CALL CENTER ACTIVITY
First Claim
1. A method of monitoring interaction between a call center attendant and a caller, comprising:
- configuring a call monitor to record interaction between the attendant and a caller;
receiving a call at a call center switch from a caller;
connecting the attendant to the call;
conferencing the call monitor to the call;
monitoring the call for interaction between the caller and the attendant;
recording, on the call monitor, interaction between the caller and the attendant;
detecting an end to interaction between the caller and the attendant;
composing an identifier to be associated with the recorded interaction, said identifier including a characteristic of the recorded interaction; and
replaying the recorded interaction for a reviewer over a communication link established between the reviewer and the call monitor.
1 Assignment
0 Petitions
Accused Products
Abstract
A method of monitoring call center attendants'"'"' assistance to callers is provided in which a call monitor is configured to record interaction between attendants and callers. Such interaction may be recorded for all, or substantially all, calls received at a call center. The reviewer optionally specifies criteria concerning calls that are to be recorded. The call monitor connects to a call center switch after a call attendant logs in. When the attendant receives a call matching the specified criteria, if any, the call monitor records interaction the attendant and the caller to create a call record. In a present embodiment of the invention, the call record is stored on the call monitor in compressed digital format. To replay a call record, the reviewer connects to a web server or other interface through an internetwork connection. From the web server the supervisor selects a call record to be played. The call monitor plays the call recording via streaming audio, across the internetwork connection, on the reviewer'"'"'s computer.
264 Citations
41 Claims
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1. A method of monitoring interaction between a call center attendant and a caller, comprising:
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configuring a call monitor to record interaction between the attendant and a caller;
receiving a call at a call center switch from a caller;
connecting the attendant to the call;
conferencing the call monitor to the call;
monitoring the call for interaction between the caller and the attendant;
recording, on the call monitor, interaction between the caller and the attendant;
detecting an end to interaction between the caller and the attendant;
composing an identifier to be associated with the recorded interaction, said identifier including a characteristic of the recorded interaction; and
replaying the recorded interaction for a reviewer over a communication link established between the reviewer and the call monitor. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method of monitoring call activity at a call center, the method comprising:
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configuring a first call monitor to record a call center attendant'"'"'s interaction with callers;
receiving a call from a caller;
connecting the attendant to the call;
conferencing the first call monitor to the call;
recording interaction between the attendant and the caller;
associating an identifier with said recorded interaction, said identifier including one or more characteristics of the call;
maintaining said recorded interaction for access by a reviewer via selection of said identifier; and
replaying the recorded interaction. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23)
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24. A method of monitoring a call center attendant'"'"'s interaction with a caller, comprising:
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connecting a call from the caller to the call center attendant;
conferencing a call monitor to the call;
monitoring the call for interaction between the caller and the attendant;
establishing a communication link between the call monitor and a server;
connecting a reviewer to the server; and
transmitting interaction between the caller and the attendant to the reviewer over the communication link.
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25. A method of reviewing call center assistance to a caller, comprising the steps of:
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establishing a connection between a first call monitor and a call center switch;
connecting an operator to the call center switch;
configuring the first call monitor to record interaction between the operator and one or more callers;
receiving a call from the caller;
recording a portion of the operator'"'"'s interaction with the caller;
connecting a second call monitor to a server;
connecting a reviewer to the server;
receiving a request from the reviewer, via the server, to replay the recorded interaction; and
replaying the recorded interaction from the second call monitor. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32, 33)
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34. An apparatus for monitoring call center assistance given to a caller, the apparatus comprising:
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a switch;
a call center attendant;
a first network; and
a call monitor;
wherein the call monitor is connected to the first network, the switch, the call center attendant and the caller for the purpose of monitoring, in response to the caller'"'"'s connection to the switch, interaction between the caller and the call center attendant. - View Dependent Claims (35, 36, 37, 38, 39, 40, 41)
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Specification