Method and system for monitoring call center service representat

Details Method and system for monitoring call center service representat Method and system for monitoring call center service representat

1997-05-12

1999-08-31

Zele, Krista

Telephonic communications

Diagnostic testing, malfunction indication, or electrical...

Testing of subscriber loop or terminal

379 85, 379 8809, 379 881, 379 8825, 379112, 379133, 379265, H04M 322

Patent

active

059463759

ABSTRACT:
A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center by logging sessions. The logged sessions may be selectively played back based on a number of scheduling criteria, including 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 plays back those portions of the logged sessions that meet the scheduling criteria.

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