ARRANGEMENT FOR AUTOMATING CALL-CENTER AGENT-SCHEDULE-NOTIFICATION AND SCHEDULE-ADHERENCE FUNCTIONS

ARRANGEMENT FOR AUTOMATING CALL-CENTER AGENT-SCHEDULE-NOTIFICATION AND SCHEDULE-ADHERENCE FUNCTIONS

A call-management system (14) for a call center (FIG. 1) having a plurality of terminals (12) staffed by agents (13) includes a program-implemented arrangement (24) for communicating each agent's schedule to the agent via the agent's corresponding terminal and for monitoring the agent'...

Ausführliche Beschreibung

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Bibliographische Detailangaben
1. Verfasser: KEPLEY, GARRY DUANE
Format: Patent
Sprache:eng ; fre
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
SELECTING
TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:A call-management system (14) for a call center (FIG. 1) having a plurality of terminals (12) staffed by agents (13) includes a program-implemented arrangement (24) for communicating each agent's schedule to the agent via the agent's corresponding terminal and for monitoring the agent's adherence to the communicated schedule via the agent's corresponding terminal, thereby relieving a supervisor (19) of having to perform these functions. Other programs (25-27) that enable the supervisor to automatically communicate with the agents via their terminals are also included in the call-management system.