Automatic call distribution and training system
US6128380A · kind A · utility
174Cited by
8References
22Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Aug 24, 1998 |
| Grant date | Oct 3, 2000 |
| Priority date | — |
| Expiry date | Aug 24, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/523
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system for providing automatic call distribution and training is provided. This system includes agents capable of answering incoming telephone calls. In the preferred embodiment, a queue handler processes the incoming telephone calls to an automatic call distribution system. A monitoring means, such as a server, is used to monitor the queue. It can also monitor agent activities. A contacting means, such as a computer, is used for connecting the agents to the incoming calls. The contacting means also provides training to the agent. Thus, the agents are automatically provided with training based on the queue activity.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.