Apparatus for supervising an automatic call distribution telepho

Details Apparatus for supervising an automatic call distribution telepho Apparatus for supervising an automatic call distribution telepho

1994-05-24

1995-11-07

Chin, Stephen

Telephonic communications

Diagnostic testing, malfunction indication, or electrical...

Testing of subscriber loop or terminal

379216, 379265, 379266, 379309, H04M 322, H04M 342, H04M 300

Patent

active

054652863

ABSTRACT:
An agent supervising system is used in a telephone call management and distribution system having a plurality of telephone stations assigned to a plurality of agents. The agent supervising system displays agent activities using distinctive color highlighting and text or icon depictions corresponding to agent identification, location and status information on a map representation and in a directory listing graphically represented on a display at the supervisor's station. The agent supervising system also interacts with an agent locating system for locating agents and displaying the agents on the map representation on the supervisor's display. The prediction of pending abandonment of queued calls and color alarms indicating such pending loss of calls are also provided and the potential financial impact of pending loss of calls are determined and displayed.

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