Telephony call center with agent work groups

Details Telephony call center with agent work groups Telephony call center with agent work groups

1996-04-18

1998-07-21

Matar, Ahmad F.

Telephonic communications

Centralized switching system

Call distribution to operator

379268, 379269, H04M 300

Patent

active

057844526

ABSTRACT:
A telephony call center management system allows agents to be assigned and grouped into work groups. A supervisor is assigned to supervise one or more work groups. Supervisors may move agents between work groups that the supervisor oversees. A supervisor may also assign unassigned agents to a work group which the supervisor controls. The supervisor may view statistics on the performance of only those agents assigned to a work group to which the supervisor is assigned.

REFERENCES:
patent: 4881261 (1989-11-01), Oliphant et al.
patent: 5185780 (1993-02-01), Leggett
patent: 5499291 (1996-03-01), Kepley
patent: 5500891 (1996-03-01), Harrington et al.
patent: 5586179 (1996-12-01), Stent et al.
patent: 5592542 (1997-01-01), Honda et al.

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