The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
May. 21, 2002
Filed:
Jul. 21, 1999
Lichan Hong, Naperville, IL (US);
Kenneth Charles Cox, Naperville, IL (US);
Vladimir Nepustil, Boulder, CO (US);
Paul Lawrence Richman, Boulder, CO (US);
Avaya Technology Corp., Basking Ridge, NJ (US);
Abstract
A novel telephone call center agent monitoring and display system has a graphical user interface that allows a call center manager to automatically display a detailed multiple bar graph view of the status of particular agents currently engaged in agent activities specified by the manager for a duration also specified by the manager, the detailed view being linked to a composite view of the status of all agents being monitored by the manager. In the preferred embodiment, an agent status summary view displays in bar graph form, the collective statuses of all categories of agent status monitored by a call center manager corresponding to the longest time in the category for all of the agents monitored by the manager. If desired, the manager can “drill down” to a linked detailed view to display the duration of every agent currently in a chosen status category when the duration in that activity is within a time window chosen by the manager. Using a pointer device or simple keystrokes, the manger can generate a highlighted rectangular area on the summary view defining both the agent statuses of interest and minimum and maximum duration's of interest.