CA2289508A1 - Method and system for monitoring call center service representatives - Google Patents

Method and system for monitoring call center service representatives Download PDF

Info

Publication number
CA2289508A1
CA2289508A1 CA002289508A CA2289508A CA2289508A1 CA 2289508 A1 CA2289508 A1 CA 2289508A1 CA 002289508 A CA002289508 A CA 002289508A CA 2289508 A CA2289508 A CA 2289508A CA 2289508 A1 CA2289508 A1 CA 2289508A1
Authority
CA
Canada
Prior art keywords
monitoring
call
call center
scheduling criteria
scheduling
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002289508A
Other languages
French (fr)
Other versions
CA2289508C (en
Inventor
Jon A. Pattison
Paul A. Vizard
Michael J. Maloney
David T. Mccalmont
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Hewlett Packard Enterprise Development LP
Original Assignee
Individual
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US08/854,435 external-priority patent/US6058163A/en
Priority claimed from US08/854,819 external-priority patent/US5946375A/en
Application filed by Individual filed Critical Individual
Publication of CA2289508A1 publication Critical patent/CA2289508A1/en
Application granted granted Critical
Publication of CA2289508C publication Critical patent/CA2289508C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42221—Conversation recording systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements

Abstract

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. Alternatively, the method and system selectively play back portions of logged sessions that meet the scheduling criteria.
CA002289508A 1997-05-12 1998-05-08 Method and system for monitoring call center service representatives Expired - Fee Related CA2289508C (en)

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US08/854,819 1997-05-12
US08/854,435 US6058163A (en) 1993-09-22 1997-05-12 Method and system for monitoring call center service representatives
US08/854,819 US5946375A (en) 1993-09-22 1997-05-12 Method and system for monitoring call center service representatives
US08/854,435 1997-05-12
PCT/US1998/009455 WO1998052341A1 (en) 1997-05-12 1998-05-08 Method and system for monitoring call center service representatives

Publications (2)

Publication Number Publication Date
CA2289508A1 true CA2289508A1 (en) 1998-11-19
CA2289508C CA2289508C (en) 2006-08-22

Family

ID=27127233

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002289508A Expired - Fee Related CA2289508C (en) 1997-05-12 1998-05-08 Method and system for monitoring call center service representatives

Country Status (4)

Country Link
EP (1) EP0978192A1 (en)
AU (1) AU742937B2 (en)
CA (1) CA2289508C (en)
WO (1) WO1998052341A1 (en)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN111311041B (en) * 2018-12-12 2024-02-20 马上消费金融股份有限公司 Data extraction method and device and related device

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5003574A (en) * 1989-03-30 1991-03-26 At&T Bell Laboratories Voice capture system
WO1992009164A1 (en) * 1990-11-20 1992-05-29 Unifi Communications Corporation Telephone call handling system
DE69420096T2 (en) * 1993-09-22 1999-12-09 Teknekron Infowitch Corp Telecommunication system monitoring

Also Published As

Publication number Publication date
EP0978192A1 (en) 2000-02-09
AU742937B2 (en) 2002-01-17
WO1998052341A1 (en) 1998-11-19
CA2289508C (en) 2006-08-22
AU7375798A (en) 1998-12-08

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Legal Events

Date Code Title Description
EEER Examination request
MKLA Lapsed

Effective date: 20170510