Tracking agent call processing locations in connection with an automatic call distribution system
US6816733B1 · kind B1 · utility
8Cited by
22References
41Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Dec 30, 1999 |
| Grant date | Nov 9, 2004 |
| Priority date | — |
| Expiry date | Dec 30, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04W8/08
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Method and apparatus for determining and tracking the locations of agents using wireless units to process calls directed through an automatic call distribution system. Based on signals with different cells or based on independent navigation information, locations of wireless units can be monitored and stored for later analysis. In addition, location information can be compared to an agent location schedule to determine adherence and provide adherence reports.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.