Method and system for monitoring call center service representat

Telephonic communications – Diagnostic testing – malfunction indication – or electrical... – Testing of subscriber loop or terminal

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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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