System and method for providing call statistics in real time

Details System and method for providing call statistics in real time System and method for providing call statistics in real time

1996-06-28

1999-01-26

Matar, Ahmad F.

Telephonic communications

Centralized switching system

Call distribution to operator

379 9323, 37910013, 379113, H04M 506

Patent

active

058646167

ABSTRACT:
A display tool and a call distribution system that provides queue and agent statistics, resulting from telecommunications events (i.e., service calls), for viewing on a monitor of a computer. A first server receives information associated with the telecommunications events, including queue and agent statistics, and places the information in a predetermined record format. The information is forwarded to a second server interconnected in a network. A module executed on a specific end node (e.g., computer) enables communications between the second server and the computer. This module is configured to control the computer to retrieve the information and create a display window to display contents of the information on the monitor in real-time.

REFERENCES:
patent: 4510351 (1985-04-01), Costello et al.
patent: 5386464 (1995-01-01), Pruitt
patent: 5450480 (1995-09-01), Man et al.
patent: 5511116 (1996-04-01), Shastry et al.
patent: 5696811 (1997-12-01), Maloney et al.

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