CA2109274A1 - Arrangement for Automating Call-Center Agent-Schedule-Notification and Schedule-Adherence Functions - Google Patents

Arrangement for Automating Call-Center Agent-Schedule-Notification and Schedule-Adherence Functions

Info

Publication number
CA2109274A1
CA2109274A1 CA2109274A CA2109274A CA2109274A1 CA 2109274 A1 CA2109274 A1 CA 2109274A1 CA 2109274 A CA2109274 A CA 2109274A CA 2109274 A CA2109274 A CA 2109274A CA 2109274 A1 CA2109274 A1 CA 2109274A1
Authority
CA
Canada
Prior art keywords
schedule
agent
call
arrangement
notification
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.)
Granted
Application number
CA2109274A
Other languages
French (fr)
Other versions
CA2109274C (en
Inventor
Garry Duane Kepley
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.)
AT&T Corp
Original Assignee
American Telephone and Telegraph Co Inc
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 American Telephone and Telegraph Co Inc filed Critical American Telephone and Telegraph Co Inc
Publication of CA2109274A1 publication Critical patent/CA2109274A1/en
Application granted granted Critical
Publication of CA2109274C publication Critical patent/CA2109274C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0062—Provisions for network management
    • 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
    • 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
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/38—Displays
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/60—Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator
    • H04M3/62—Keyboard equipment
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13516—Indexing scheme relating to selecting arrangements in general and for multiplex systems agents or brokers - user, terminal etc., also OSI agent/managers

Abstract

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.
CA002109274A 1993-01-14 1993-10-26 Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions Expired - Fee Related CA2109274C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/004,387 US5499291A (en) 1993-01-14 1993-01-14 Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions
US004,387 1993-01-14

Publications (2)

Publication Number Publication Date
CA2109274A1 true CA2109274A1 (en) 1994-07-15
CA2109274C CA2109274C (en) 1997-02-04

Family

ID=21710554

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002109274A Expired - Fee Related CA2109274C (en) 1993-01-14 1993-10-26 Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions

Country Status (5)

Country Link
US (1) US5499291A (en)
EP (1) EP0606719B1 (en)
JP (1) JP2925911B2 (en)
CA (1) CA2109274C (en)
DE (1) DE69321699T2 (en)

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CA2109274C (en) 1997-02-04
EP0606719B1 (en) 1998-10-21
EP0606719A1 (en) 1994-07-20
US5499291A (en) 1996-03-12
DE69321699D1 (en) 1998-11-26
JP2925911B2 (en) 1999-07-28
JPH06261129A (en) 1994-09-16
DE69321699T2 (en) 1999-06-10

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