1982-10-28
1985-04-09
Brown, Thomas W.
179 8A, G06F 3147, H04M 350, H04Q 364
Patent
active
045103518
ABSTRACT:
There is disclosed an ACD management information system which tracks attendant work performance without regard to the actual station at which the attendant is operating. The system also monitors non-ACD work states and provides individualized status reports based upon temporarily stored limit criteria. A real time display of system performance is provided to a supervisor in a manner which allows for immediate rearrangement of the system without resort to other data. The displayed data includes split handling information, and call abandon information, trunk busy information and work state information.
REFERENCES:
patent: 4256928 (1981-03-01), Lesea et al.
patent: 4258361 (1981-03-01), Hydes et al.
patent: 4289934 (1981-09-01), Pitroda et al.
patent: 4408100 (1983-10-01), Pritz et al.
patent: 4414628 (1983-11-01), Ahuja et al.
"No. 1 ESS Furnishes ACD Service", Lanty et al., Bell Laboratories Record, Mar. 1978, pp. 76-82.
"Automatic Call Distribution Services in the Rolm CBX", Kanow, Int'l. Conf. on Commins., Seattle, Jun. 1980, pp. 19.4.1-19.4.7.
"ACD 5000, Automatic Distribution of Incoming Calls", product brochure, Gustav A. Ring A/S, (Norway).
Costello Peter E.
Fossett Lawrence D.
Lane Michael S.
Quin Terrence T.
Smith Nicholas K.
AT&T Bell Laboratories
Brown Thomas W.
Tannenbaum David H.
LandOfFree
ACD Management information system does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with ACD Management information system, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and ACD Management information system will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-1171047