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MONITORING OF AND REMOTE ACCESS TO CALL CENTER ACTIVITY

  • US 20010043697A1
  • Filed: 05/11/1998
  • Published: 11/22/2001
  • Est. Priority Date: 05/11/1998
  • Status: Abandoned Application
First Claim
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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.

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