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1.
公开(公告)号:US6058163A
公开(公告)日:2000-05-02
申请号:US854435
申请日:1997-05-12
CPC分类号: G07C1/10 , H04M3/36 , H04M3/51 , H04M2203/402 , H04M2203/6018 , H04M3/2281 , H04M3/42221 , H04M3/5175
摘要: 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.
摘要翻译: 一种方法和系统允许使用各种调度标准监视呼叫中心代理或类似服务代表在呼叫中心处理呼叫。 服务代表的监视时间表可以基于具有诸如时间间隔,调度规则,呼叫次数,监视长度,随机指示符,呼叫类型信息,代理性能级别信息,呼叫流量等调度准则的监视时段 信息等。 如果满足相关监测期的调度标准,该方法和系统记录客户呼叫。
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2.
公开(公告)号:US5946375A
公开(公告)日:1999-08-31
申请号:US854819
申请日:1997-05-12
CPC分类号: G07C1/10 , H04M3/36 , H04M3/51 , H04M2203/402 , H04M2203/6018 , H04M3/2281 , H04M3/42221 , H04M3/5175
摘要: A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center by logging sessions. The logged sessions may be selectively played back based on a number of scheduling criteria, including 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 plays back those portions of the logged sessions that meet the scheduling criteria.
摘要翻译: 一种方法和系统允许通过记录会话来监视呼叫中心代理或类似服务代表在呼叫中心处理呼叫。 可以基于多个调度准则来选择记录的会话,包括时间间隔,调度规则,呼叫次数,监视长度,随机指示符,呼叫类型信息,代理性能级别信息,呼叫业务信息, 和别的。 该方法和系统将回放满足调度标准的已记录会话的那些部分。
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