Telephonic communications – Diagnostic testing – malfunction indication – or electrical... – Testing of subscriber loop or terminal
Patent
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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Maloney Michael J.
McCalmont David T.
Pattison Jon A.
Vizard Paul A.
Foster Roland G.
Teknekron Infoswitch Corporation
Zele Krista
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