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Mci Communications Corporation

Craig Kaley

Wesley J Atkinson

Richard McDuff

Craig Alan Baxter

Gopi K Shankar

Donald Ravenscroft

Don Ravenscroft

An automated monitoring system monitors telephone resources in a call center. The call center may include agent stations at which agents are stationed to handle calls. A monitoring server monitors calling activity by the agents to maintain state information about the agents and to gather statistics about the calling activity of the agents. These statistics are forwarded to a client program run on a workstation or other type of computer system. The client program provides a graphical user interface and depicts the state information about the agents as part of the interface. The graphical user interface may also display statistics regarding the calling activity of agents, agent supervisors, business clients of the call center, and the call center in aggregate.

Monitoring system for telephony resources in a call center

A monitoring system monitors calling activity within a call center. The monitoring system includes a client program that may be run on a workstation. The client program displays a graphical user interface that contains status information about agents in the call center and statistics regarding calling activity within the call center. The graphical user interface may depict a physical layout of all or a portion of the call center. Information about agents, supervisors, and business clients may be obtained from the graphical user interface.

Monitoring system client for a call center

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Parker, CO, United States of America

Craig Kaley