EP0647050A2
Expired / Lapsed
EP
⏱️ 0.0 years remaining
Method and systems for integrating a plurality of call center agent performance enhancement modules
Assignee: eTalk Corp
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Filing: 1994-08-30
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Granted: —
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Expires: 2014-08-30
Abstract
Abstract A system for integrating a plurality of call center agent subsystem modules to assist a call center agent in efficiently responding to customer calls includes a workstation that has a central processing unit for interfacing the call center agent with a call distribution system. Within the workstation (10), there are a plurality of modules that are integrated in a way that significantly improves the call center agent's ability to provide completely responsive and efficient service to customers. The integrated modules of the present invention deliver at a single place under the control of the call center agent voice, data, and images by which the agent can completely service a customer call.
Inventors
- 👤 David T. Mccalmont
- 👤 Bruce L. Hitson
- 👤 Michael J. Maloney
Bibliographic Details
Application Number
—
Jurisdiction
EP
Data Source
google_patents
Last Synchronized
2026-10-24 20:47
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; G; G06; G06F; G06F3/00; G06F3/14; G06F3/147; H04M3/22; H04M3/36; H04M2201/00; H04M2201/38
Claims Analysis
Total Claims: 16
Claim 1
Independent Claim
95 words
Telecommunications apparatus for communication between a call centre agent and a call distribution system, said apparatus comprising: a workstation including: an agent interface module for interfacing the call centre agent with the call distribution system; an agent statistics module for generating statistics associated with the performance of the agent in servicing calls communicated through the call distribution system; a host applications module for permitting the agent to access host applications associated with said workstation; and a control module for integrating and controlling said agent interface module, said agent statistics module, and said host applications module.
Claim 2
Dependent Claim
46 words
Apparatus according to claim 1, wherein: said agent interface module interfaces the agent with the call distribution system in supporting both in-bound and out-bound calls; and said agent statistics module generates statistics associated with the performance of the agent in servicing both in-bound and out-bound calls.
Claim 3
Dependent Claim
23 words
Apparatus according to claim 1 or claim 2, wherein said agent interface module controls circuitry connecting said workstation and the call distribution system.
Claim 4
Dependent Claim
71 words
Apparatus according to any one of the preceding claims, wherein said host applications module establishes communications between the agent and plurality of host applications, said host applications module being associated with said agent interface module and said agent statistics module for permitting simultaneous display on a single graphical user interface screen of outputs associated with said agent interface module, said agent statistics module, and at least one of said host applications.
Claim 5
Independent Claim
44 words
An apparatus according to any one of the preceding claims, further comprising a supervisor console module associated with the call distribution system for monitoring the performance of the call distribution system and the agent in responding to calls communicated through the call distribution system.
Claim 6
Dependent Claim
188 words
Apparatus according to any one of the preceding claims, said apparatus comprising an integrated workstation for allowing an agent to process telephone calls from a telephone switch while simultaneously running a plurality of host applications, the workstation comprising: a personal computer; a telephone switch interface device for coupling said personal computer to the telephone switch; a headset coupled to said telephone switch interface device to allow the agent to communicate by audio with the switch; a port for connecting the workstation to a network of workstations; integrating means within said personal computer for integrating telephone call handling capability with said plurality of host applications running on the workstation, said integrating means comprising: launching means for launching and terminating said integrating means and said plurality of host applications; controlling means for controlling access to the telephone switch through said personal computer; statistical means for providing statistics on the agent's use of the switch; switch management means for managing the switch; and interfacing means for interfacing said integrating means with the switch and for interfacing said launching and terminating means, said controlling means, said providing means, and said managing means.
Claim 7
Dependent Claim
42 words
An integrated workstation according to claim 8, wherein said integrating means further comprise a plurality of graphical windows for operating said plurality of host applications, said launching means, said terminating means, said controlling means, said switch management means, and said interfacing means.
Claim 8
Dependent Claim
22 words
A workstation according to claim 6 or claim 7, further comprising mouse control means for controlling said integrating means via mouse control.
Claim 9
Dependent Claim
34 words
A workstation according to any one of claims 6 to 8, wherein said personal computer further comprises the keyboard and further wherein said integrating means are responsive to accelerator key control via the keyboard.
Claim 10
Dependent Claim
32 words
A workstation according to any one of claims 6 to 9, wherein said launching and terminating means further comprise means for controlling access to said interfacing means by an agent specific password.
Claim 11
Dependent Claim
32 words
A workstation according to any one of claim 6 to 10, wherein said statistical means further comprise means for providing statistics on the individual agent and targets for the agent to achieve.
Claim 12
Dependent Claim
28 words
A workstation according to any one of claims 6 to 11, wherein said switch management further comprise means for providing graphical displays of agent, trunk, and call status.
Claim 13
Dependent Claim
25 words
A workstation according to any one of claims 6 to 12, wherein said switch management further comprise means for changing the parameters of the switch.
Claim 14
Dependent Claim
30 words
A workstation according to any one of claim 6 to 13, wherein said launching means further comprise means for showing or hiding said windows for said controlling and providing means.
Claim 15
Dependent Claim
36 words
A workstation according to any one of claims 6 to 14, wherein said controlling means further comprise means requiring agent responses to summarise the results of a telephone call before proceeding to the next telephone call.
Claim 16
Dependent Claim
47 words
A workstation according to any one of claims 6 to 15, wherein said controlling means further comprising means requiring agent responses to summarize the results of a telephone call before proceeding to the next telephone call, said means comprising wrap-up coding for summarising said telephone call results.
References Cited (Backward Citations)
No citation records indexed.
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