EP 0978192 A1 20000209 - METHOD AND SYSTEM FOR MONITORING CALL CENTER SERVICE REPRESENTATIVES
Title (en)
METHOD AND SYSTEM FOR MONITORING CALL CENTER SERVICE REPRESENTATIVES
Title (de)
VERFAHREN UND SYSTEM ZUR ÜBERWACHUNG VON ANRUFZENTRALDIENSTVERTRETERN
Title (fr)
PROCEDE ET SYSTEME POUR SURVEILLER LES REPRESENTANTS DU SERVICE D'UNE CENTRALE TELEPHONIQUE
Publication
Application
Priority
- US 9809455 W 19980508
- US 85443597 A 19970512
- US 85481997 A 19970512
Abstract (en)
[origin: WO9852341A1] A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system record a customer call if the scheduling criteria of the associated monitoring period is met. Alternatively, the method and system selectively play back portions of logged sessions that meet the scheduling criteria.
IPC 1-7
IPC 8 full level
H04M 3/36 (2006.01); H04M 3/51 (2006.01); H04M 3/42 (2006.01)
CPC (source: EP)
H04M 3/36 (2013.01); H04M 3/51 (2013.01); H04M 3/42221 (2013.01); H04M 3/5175 (2013.01)
Citation (search report)
See references of WO 9852341A1
Designated contracting state (EPC)
DE ES FR GB IT NL PT
DOCDB simple family (publication)
WO 9852341 A1 19981119; AU 7375798 A 19981208; AU 742937 B2 20020117; CA 2289508 A1 19981119; CA 2289508 C 20060822; EP 0978192 A1 20000209
DOCDB simple family (application)
US 9809455 W 19980508; AU 7375798 A 19980508; CA 2289508 A 19980508; EP 98921072 A 19980508