Telephonic communications – Diagnostic testing – malfunction indication – or electrical... – Testing of subscriber loop or terminal
Patent
1997-05-12
2000-05-02
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
060581638
ABSTRACT:
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.
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Maloney Michael J.
McCalmont David T.
Pattison Jon A.
Vizard Paul A.
Foster Roland G.
Teknekron Infoswitch Corporation
Zele Krista
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