Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-05-16
2006-05-16
Matar, Ahmad F. (Department: 2642)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265020, C379S265060, C379S265080, C379S265110, C379S266010, C379S266070, C379S309000
Reexamination Certificate
active
07046789
ABSTRACT:
A relationship call center management system and method is used in a call center by a call center manager or supervisor. The relationship management system and method permits call center resources to be grouped into relationship profiles. A relationship key field corresponding to the relationship profiles is then used to organize and display statistics within the call center. A strategy and action management system and method permits the user to build customized actions and to create strategy profiles including one or more user-defined goal thresholds and assigned actions to take place when the goal thresholds are met. A statistics display system presents the call center statistics in different user-defined views, for example, corresponding to one of the relationship profiles. The statistics display system also monitors the statistics and provides an indication to the user when the user-defined goal thresholds have not been met.
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Anderson Clare M.
Browne Andrew J.
Chamberlain Thomas M.
Cox, Jr. Robert L.
Walsh Michael P.
Aspect Software, Incc
Bourgue & Assoc.
Matar Ahmad F.
Nguyen Quynh H.
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