OPERATING MANAGEMENT OF A CALL CENTER

OPERATING MANAGEMENT OF A CALL CENTER

To check the status of an agent assigned to a call center in which geographic areas are respectively associated with geographic area identifiers (IdZ) communication terminals (TC) are respectively associated with geographic areas, a mobile terminal (TM) in possession of a monitor capable of moving w...

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Hauptverfasser: TAILLANT JEAN-MARC, ROUE SYLVIE
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
WIRELESS COMMUNICATIONS NETWORKS
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creator TAILLANT JEAN-MARC
ROUE SYLVIE
description To check the status of an agent assigned to a call center in which geographic areas are respectively associated with geographic area identifiers (IdZ) communication terminals (TC) are respectively associated with geographic areas, a mobile terminal (TM) in possession of a monitor capable of moving within geographic areas determines the geographic area's identifier within which an agent is located. The mobile terminal transmits a request comprising the geographic area's identifier to the data management server in order to retrieve from a lookup table an identifier (IdA) of the agent associated with the geographic area's identifier, and transmits a request comprising the agent's identifier (IdA) to the call center's server (SCA) in order to retrieve from a lookup table the identifier of the agent's status data (DonA) associated with the agent's identifier (IdA), then provides the agent's status to the monitor through graphical display based on the agent's retrieved status data (DonA).
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subjects ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
WIRELESS COMMUNICATIONS NETWORKS
title OPERATING MANAGEMENT OF A CALL CENTER
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