EP0644510A2
Expired / Lapsed
EP
⏱️ 0.0 years remaining
Telecommunications system monitoring
Assignee: eTalk Corp
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Filing: 1994-09-19
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Granted: —
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Expires: 2014-09-19
Abstract
Abstract A method and system permit monitoring the performance of a call center agent or similar service representative in servicing calls in a call center by determining an interval within which to monitor the service representative's performance in responding to calls, as well as by determining a number of calls or length of time for monitoring the representative within the interval. The invention automatically and randomly determines the precise time within the interval for monitoring the agent for a pre-determined period of time or for a pre-determined number of calls and records the performance of the service representative at the automatically and randomly determined time with or without notification to the agent. The recorded performance may then be listened to and annotated by a call center supervisor. This provides the call center supervisor with an automated method and system for scheduling and monitoring the performance of call center agents or service representatives that is consistent and equitable among all monitored agents.
Inventors
- 👤 Michael J. Maloney
- 👤 David T. Mccalmont
Bibliographic Details
Application Number
—
Jurisdiction
EP
Data Source
google_patents
Last Synchronized
2026-10-30 22:40
CPC Classifications
G; G07; G07C; G07C1/00; G07C1/10; H; H04; H04M; H04M3/00; H04M3/22; H04M3/36; H04M3/42; H04M3/50; H04M3/51; H04M2203/00; H04M2203/40; H04M2203/402; H04M2203/60; H04M2203/6018; H04M3/2281; H04M3/42221; H04M3/5175
Claims Analysis
Total Claims: 20
Claim 1
Independent Claim
85 words
A method for monitoring the performance of a service representative in handling calls on a telecommunications system, said method comprising the steps of: determining a time interval within which to monitor the performance of a service representative in responding to calls; automatically and randomly determining a precise time for monitoring the service representative within said time interval; monitoring the telecommunications system for monitoring the performance of the service representative at said automatically and randomly determined precise time; and recording the performance of the service representative.
Claim 2
Dependent Claim
28 words
A method according to claim 1, further comprising the step of determining a number of calls for monitoring the performance of the service representative within said time interval.
Claim 3
Dependent Claim
29 words
A method according to claim 1 or claim 2 comprising the step of determining a length of time for monitoring the performance of the service representative within said interval.
Claim 4
Independent Claim
29 words
A method according to any one of the preceding claims, further comprising the step of recording said performance in a digital format that is stored in a central database.
Claim 5
Independent Claim
24 words
A method according to any one of the preceding claims, further comprising the step of playing back said recorded performance at variable playback rates.
Claim 6
Independent Claim
37 words
A method according to any one of the preceding claims, further comprising the step of annotating said recorded performance by calling said recorded performance from a central database and adding additional voice data to said recorded performance.
Claim 7
Independent Claim
26 words
A method according to any one of the preceding claims, further comprising the step of automatically generating periodic reports of a plurality of said recorded performances.
Claim 8
Independent Claim
53 words
A method according to any one of the preceding claims, wherein the performance of a plurality of service representatives in servicing calls is monitored during a length of time and/or for a number of calls within a time interval and the individual performance of each of said plurality of service representatives is recorded.
Claim 9
Dependent Claim
22 words
A method according to claim 8, further comprising the step of generating a plurality of periodic reports of said recorded individual performances.
Claim 10
Dependent Claim
89 words
Control logic for monitoring the performance of a service representative in handling calls on a telecommunications system, said control logic comprising: means for determining an interval within which to monitor the performance of a service representative in responding to calls; means for automatically and randomly determining a precise time for monitoring the service representative within said interval; means for monitoring the telecommunications system for monitoring the performance of the service representative at said automatically and randomly determined precise time; and means for recording the performance of the service representative.
Claim 11
Dependent Claim
26 words
Control logic according to claim 10, further comprising means for determining a number of calls for monitoring the performance of the service representative within said interval.
Claim 12
Dependent Claim
29 words
Control logic according to claim 10 or claim 11, further comprising means for determining a length of time for monitoring the performance of the service representative within said interval.
Claim 13
Dependent Claim
90 words
Control logic according to any one of claims 10 to 12, comprising: means for determining an interval within which to monitor the performance of a plurality of service representatives in responding to received calls; means for automatically and randomly determining a precise time for monitoring each of said plurality of service representatives within said interval; means for monitoring the performance of each of said plurality of service representatives at said automatically and randomly determined time; and means for recording the individual performance of each of said plurality of service representatives.
Claim 14
Dependent Claim
78 words
A telecommunications system comprising: a supervisor workstation comprising means for determining an interval within which to monitor the performance of a service representative in responding to calls; and a service monitoring control processor, comprising: means for automatically and randomly determining a precise time for monitoring the service representative within said interval; means for monitoring the performance of the service representative at said automatically and randomly determined precise time; and means for recording the performance of the service representative.
Claim 15
Dependent Claim
29 words
A telecommunications system according to claim 14, wherein said service monitoring control processor further comprises means for notifying a call center agent that said monitoring and recording will occur.
Claim 16
Dependent Claim
36 words
A telecommunications system according to claim 14 or claim 15, wherein said service monitoring control processor further comprises means for determining a number of calls for monitoring the performance of the service representative within said interval.
Claim 17
Dependent Claim
38 words
A telecommunications system according to any one of claims 14 to 16, wherein said service monitoring control processor further comprises means for determining a length of time for monitoring the performance of the service representative within said interval.
Claim 18
Dependent Claim
37 words
A telecommunications system according to any one of claims 14 to 17, wherein said service monitoring control processor further comprises a central database and means for recording said performance in a digital format in said central database.
Claim 19
Dependent Claim
53 words
A telecommunications system according to any one of claims 14 to 17, wherein said service monitoring control processor further comprises a central database and means for annotating said recorded performance by permitting a user to call said recorded performance from said central database and to add additional voice data to said recorded performance.
Claim 20
Dependent Claim
30 words
A telecommunications system according to any one of claims 14 to 19, wherein said service monitoring control processor further comprises means of reporting said recorded performance to said supervisor workstation.
References Cited (Backward Citations)
No citation records indexed.
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