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Class Information
Number: 379/265.03
Name: Telephonic communications > Centralized switching system > Call distribution to operator > Automatic call distributor (acd) system > Reporting status (e.g., supervisory reporting)
Description: Subject matter wherein agent call center data is conveyed to a supervisor (e.g., such as via a terminal display).
Sub-classes under this class:
Patents under this class:
| Patent Number |
Title Of Patent |
Date Issued |
| 7421072 |
Location-based bridging in call centers |
Sep. 2, 2008 |
| 7409054 |
System and method for integrated resource scheduling, task allocation and agent work management |
Aug. 5, 2008 |
| 7386113 |
System and method for integrated resource scheduling and agent work management |
Jun. 10, 2008 |
| 7376227 |
Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center |
May. 20, 2008 |
| 7343010 |
System and method for integrated resource scheduling and task allocation |
Mar. 11, 2008 |
| 7313232 |
Monitoring for operator services |
Dec. 25, 2007 |
| 7295668 |
Predictive dialing by monitoring progress of agent script |
Nov. 13, 2007 |
| 7266192 |
Retrieval of data related to a call center |
Sep. 4, 2007 |
| 7224789 |
System and method for routing both toll-free and caller-paid telephone calls to call service centers |
May. 29, 2007 |
| 7221938 |
System and method for multi-modal monitoring of a network |
May. 22, 2007 |
| 7190782 |
Personal communication center performance display and status alert system |
Mar. 13, 2007 |
| 7158628 |
Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state |
Jan. 2, 2007 |
| 7149304 |
Personal communication center performance display and status alert system |
Dec. 12, 2006 |
| 7127059 |
System and method for integrated resource scheduling, task allocation and agent work management |
Oct. 24, 2006 |
| 7085367 |
Call duration alert |
Aug. 1, 2006 |
| 7079642 |
Method for reduced processing and improved remote monitoring of call center activities |
Jul. 18, 2006 |
| 7065202 |
Retrieval of data related to a call center |
Jun. 20, 2006 |
| 7046778 |
Telecommunications portal capable of interpreting messages from an external device |
May. 16, 2006 |
| 7039166 |
Apparatus and method for visually representing behavior of a user of an automated response system |
May. 2, 2006 |
| 7020253 |
Call queuing utilization reporting |
Mar. 28, 2006 |
| 7006620 |
System and method for routing both toll-free and caller-paid telephone calls to call service centers |
Feb. 28, 2006 |
| 6987846 |
System and method of changing entity configuration information while automatically monitoring and displaying such information in a call center |
Jan. 17, 2006 |
| 6985943 |
Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
Jan. 10, 2006 |
| 6959078 |
Apparatus and method for monitoring and adapting to environmental factors within a contact center |
Oct. 25, 2005 |
| 6952470 |
Apparatus and method for managing a call center |
Oct. 4, 2005 |
| 6937705 |
Apparatus and method for visually representing events in calls handled by an automated response system |
Aug. 30, 2005 |
| 6934380 |
Method and system for automatic contact distribution utilizing presence detection |
Aug. 23, 2005 |
| 6925167 |
Service observing in a voice over IP telephone system |
Aug. 2, 2005 |
| 6882724 |
System and method for providing call statistics in real time |
Apr. 19, 2005 |
| 6868153 |
Customer touch-point scoring system |
Mar. 15, 2005 |
| 6868152 |
Retrieval of data related to a call center |
Mar. 15, 2005 |
| 6868154 |
System and method for providing a service to a customer via a communication link |
Mar. 15, 2005 |
| 6859523 |
Universal task management system, method and product for automatically managing remote workers, including assessing the work product and workers |
Feb. 22, 2005 |
| 6850615 |
Method and system for providing information to an external user regarding the availability of an agent |
Feb. 1, 2005 |
| 6829348 |
System for customer contact information management and methods for using same |
Dec. 7, 2004 |
| 6782093 |
Graphical method and system for visualizing performance levels in time-varying environment |
Aug. 24, 2004 |
| 6760414 |
Personal computer banking system and method |
Jul. 6, 2004 |
| 6754331 |
Determining statistics about the behavior of a call center at a past time instant |
Jun. 22, 2004 |
| 6751310 |
System and method for prioritizing telephone call campaigns based on campaign productivity |
Jun. 15, 2004 |
| 6748072 |
Personal communication center performance display and status alert system |
Jun. 8, 2004 |
| 6744878 |
Real-time transaction routing augmented with forecast data and agent schedules |
Jun. 1, 2004 |
| 6724887 |
Method and system for analyzing customer communications with a contact center |
Apr. 20, 2004 |
| 6718022 |
Method and apparatus for universal call identification |
Apr. 6, 2004 |
| 6711253 |
Method and apparatus for analyzing performance data in a call center |
Mar. 23, 2004 |
| 6683947 |
Call center monitoring system |
Jan. 27, 2004 |
| 6674841 |
Method and apparatus in a data processing system for an asynchronous context switching mechanism |
Jan. 6, 2004 |
| 6654458 |
Administration and control of an automatic call distributor by a remotely located supervisor |
Nov. 25, 2003 |
| 6633640 |
Methods and apparatus for analysis of load-balanced multi-site call processing systems |
Oct. 14, 2003 |
| 6618476 |
Line information security interface for TAPI service provider |
Sep. 9, 2003 |
| 6600822 |
Method for telephony call blending |
Jul. 29, 2003 |
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