System and method of changing entity configuration information while automatically monitoring and displaying such information in a call center
US6987846B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | May 31, 2000 |
| Grant date | Jan 17, 2006 |
| Priority date | — |
| Expiry date | Jun 19, 2021 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S379/913
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method of changing entity configuration information in a call center is disclosed. By automatically monitoring entities in a call center, selecting an entity in the call center, and modifying configuration information of the selected entity, keeping track of entities in a call center is automated. Agents and consoles are examples of entities monitored in the call center. When agents or consoles change physical location, the electronic floor plan is automatically updated to reflect the new physical location information for the agents and consoles. Further, a supervisor of a call center can change entity configuration information by selecting an entity on the electronic floor plan.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.