Non-random call center supervisory method and apparatus
US6263049A · kind A · utility
170Cited by
9References
17Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Sep 25, 1997 |
| Grant date | Jul 17, 2001 |
| Priority date | — |
| Expiry date | Sep 25, 2017 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer-implemented method and apparatus for assisting supervisors of a call center is provided. The monitoring of agent calls is performed in a non-random fashion in order to provide the supervisor with enhanced control and flexibility over monitoring schedules. In one embodiment, a supervisor may designate one or more time, day and date schedules individually for each agent. In one embodiment, a supervisor may select whether within the time interval, every call, every other call, every third call or the like is to be recorded. Preferably recording occurs without regard to a predefined duration limit.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.