Patent US2611241A successfully refreshed from Google Patents.
Patent US5535256A successfully refreshed from Google Patents.
US5535256A
Expired / Lapsed
US
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Method and system for automatically monitoring the performance quality of call center service representatives
Assignee: eTalk Corp
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Filing: 1995-05-03
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Granted: 1996-07-09
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Expires: 2015-05-03
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
US
Data Source
google_patents
Last Synchronized
2026-10-24 19:00
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
102 words
A method for monitoring a plurality of service representatives in handling customer calls, the method comprising the steps of: determining a time interval within which to monitor conversations between the service representatives and the customers; determining for each service representative a duration of time to monitor the service representative in responding to customer calls; randomly determining for each service representative to be monitored a time period within the time interval to individually monitor the service representative during customer conversations for the representative's duration of time; and recording each representative's customer conversations during the representative's time period in a memory in digital format.
Claim 2
Independent Claim
102 words
A method for monitoring a plurality of service representatives in handling customer calls, the method comprising the steps of: determining a time interval within which to monitor conversations between the service representatives and the customers; determining for each service representative a duration of time to monitor the service representative in responding to customer calls; randomly determining for each service representative to be monitored a time period within the time interval to individually monitor the service representative during customer conversations for the representative's duration of time; and recording each representative's customer conversations during the representative's time period in a memory in digital format.
Claim 3
Dependent Claim
24 words
The method of claim 1, further comprising the step of determining a maximum number of customer conversations to be recorded within said time interval.
Claim 4
Dependent Claim
20 words
The method of claim 1, further comprising the step of playing back said recorded customer conversations at variable playback speeds.
Claim 5
Dependent Claim
31 words
The method of claim 1, further comprising the step of annotating said recorded customer conversations by retrieving said recorded conversations from the memory and adding additional data to said recorded conversations.
Claim 6
Dependent Claim
21 words
The method of claim 1, further comprising the step of automatically generating periodic reports of a plurality of said recorded conversations.
Claim 7
Independent Claim
124 words
A system for monitoring a plurality of service representatives in servicing customer calls, the system comprising: a processor for executing a plurality of computer implemented instructions comprising: instructions for determining a time interval within which to monitor conversations between the service representatives and the customers; and instructions for determining for each service representative to be monitored a duration of time to monitor the service representative in responding to customer calls; scheduler means for randomly determining for each service representative to be monitored a time period within the time interval to individually monitor the service representative during customer conversations for the representative's duration of time; and a recorder for recording each representative's customer conversations during the representative's time period in a memory in digital format.
Claim 8
Independent Claim
124 words
A system for monitoring a plurality of service representatives in servicing customer calls, the system comprising: a processor for executing a plurality of computer implemented instructions comprising: instructions for determining a time interval within which to monitor conversations between the service representatives and the customers; and instructions for determining for each service representative to be monitored a duration of time to monitor the service representative in responding to customer calls; scheduler means for randomly determining for each service representative to be monitored a time period within the time interval to individually monitor the service representative during customer conversations for the representative's duration of time; and a recorder for recording each representative's customer conversations during the representative's time period in a memory in digital format.
Claim 9
Dependent Claim
28 words
The system of claim 6, wherein said computer implemented instructions further comprise instructions for determining a maximum number of customer conversations to be recorded within said time interval.
Claim 10
Dependent Claim
35 words
The system of claim 6, wherein said computer implemented instructions further comprise instructions that permit a user to retrieve said recorded customer conversations from the memory and for adding additional data to said recorded conversations.
Claim 11
Dependent Claim
22 words
The system of claim 6, wherein said computer implemented instructions further comprise instructions that permit said recorded conversations to be played back.
Claim 12
Dependent Claim
31 words
The computer system of claim 6, wherein said computer implemented instructions further comprise instructions that permit said recorded conversations to be played back at one of a plurality of different speeds.
Claim 13
Dependent Claim
25 words
The system of claim 6, wherein said computer implemented instructions further comprise instructions for automatically generating periodic reports on a plurality of said recorded conversations.
Claim 14
Independent Claim
137 words
A system for monitoring a plurality of service representatives in servicing customer calls, the system comprising: a supervisor workstation for executing supervisor instructions comprising: instructions for determining a time interval within which to monitor conversations between the service representatives and the customers; and instructions for determining for each service representative to be monitored a duration of time to monitor the service representative in responding to customer calls; a service monitoring control processor for executing service monitoring control instructions, the service monitoring control instructions comprising: instructions for randomly determining for each service representative to be monitored a time period within the time interval to individually monitor the service representative during customer conversations for the representative's duration of time; and a recorder for recording each representative's customer conversations during the representative's time period in a memory in digital format.
Claim 15
Independent Claim
137 words
A system for monitoring a plurality of service representatives in servicing customer calls, the system comprising: a supervisor workstation for executing supervisor instructions comprising: instructions for determining a time interval within which to monitor conversations between the service representatives and the customers; and instructions for determining for each service representative to be monitored a duration of time to monitor the service representative in responding to customer calls; a service monitoring control processor for executing service monitoring control instructions, the service monitoring control instructions comprising: instructions for randomly determining for each service representative to be monitored a time period within the time interval to individually monitor the service representative during customer conversations for the representative's duration of time; and a recorder for recording each representative's customer conversations during the representative's time period in a memory in digital format.
Claim 16
Dependent Claim
27 words
The system of claim 12, wherein said service monitoring control instructions further comprise instructions for notifying a call center agent that said monitoring and recording will occur.
Claim 17
Dependent Claim
29 words
The system of claim 12, wherein said service monitoring control instructions further comprise instructions for determining a maximum number of customer conversations to be recorded within said time interval.
Claim 18
Dependent Claim
35 words
The system of claim 12, wherein said service monitoring control instructions further comprise instructions that permit a user to retrieve said recorded conversations from said memory and to add additional data to said recorded conversations.
Claim 19
Dependent Claim
23 words
The system of claim 12, wherein said service monitoring control instructions further comprise instructions that permit said recorded conversations to be played back.
Claim 20
Dependent Claim
23 words
The system of claim 12, wherein said service monitoring control instructions further comprise instructions for reporting said recorded conversations to said supervisor workstation.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 1999-07-09 | 2000-01-08 | 2000-07-09 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2003-07-09 | 2004-01-08 | 2004-07-09 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2007-07-09 | 2008-01-08 | 2008-07-09 | $7700.00 | Window Closed / Lapsed |