DE69327691D1 - Verfahren und System zur Überwachung und/oder Steuerung der Leistung einer Organisation - Google Patents

Verfahren und System zur Überwachung und/oder Steuerung der Leistung einer Organisation

Info

Publication number
DE69327691D1
DE69327691D1 DE69327691T DE69327691T DE69327691D1 DE 69327691 D1 DE69327691 D1 DE 69327691D1 DE 69327691 T DE69327691 T DE 69327691T DE 69327691 T DE69327691 T DE 69327691T DE 69327691 D1 DE69327691 D1 DE 69327691D1
Authority
DE
Germany
Prior art keywords
organization
monitoring
performance
controlling
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.)
Expired - Lifetime
Application number
DE69327691T
Other languages
English (en)
Inventor
Michael C Powers
Greg A Bliss
Shioupyn Shen
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.)
eTalk Corp
Original Assignee
Teknekron Infoswitch Corp
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
Application filed by Teknekron Infoswitch Corp filed Critical Teknekron Infoswitch Corp
Application granted granted Critical
Publication of DE69327691D1 publication Critical patent/DE69327691D1/de
Anticipated expiration legal-status Critical
Expired - Lifetime 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
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q99/00—Subject matter not provided for in other groups of this subclass
    • 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
    • H04M3/50—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

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Human Resources & Organizations (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Strategic Management (AREA)
  • General Physics & Mathematics (AREA)
  • Economics (AREA)
  • Theoretical Computer Science (AREA)
  • General Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • Tourism & Hospitality (AREA)
  • Quality & Reliability (AREA)
  • Operations Research (AREA)
  • Educational Administration (AREA)
  • Development Economics (AREA)
  • Signal Processing (AREA)
  • Game Theory and Decision Science (AREA)
  • Data Mining & Analysis (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
DE69327691T 1992-07-30 1993-07-28 Verfahren und System zur Überwachung und/oder Steuerung der Leistung einer Organisation Expired - Lifetime DE69327691D1 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US92221092A 1992-07-30 1992-07-30
US9659593A 1993-07-22 1993-07-22

Publications (1)

Publication Number Publication Date
DE69327691D1 true DE69327691D1 (de) 2000-03-02

Family

ID=26791866

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69327691T Expired - Lifetime DE69327691D1 (de) 1992-07-30 1993-07-28 Verfahren und System zur Überwachung und/oder Steuerung der Leistung einer Organisation

Country Status (4)

Country Link
US (1) US5500795A (de)
EP (1) EP0587290B1 (de)
AU (1) AU4433693A (de)
DE (1) DE69327691D1 (de)

Families Citing this family (169)

* Cited by examiner, † Cited by third party
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US5500795A (en) 1996-03-19
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EP0587290B1 (de) 2000-01-26
EP0587290A3 (de) 1994-03-23

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