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Seat monitoring method and system

A seat and place technology, applied in the field of communication, can solve problems such as incomplete viewing functions and incomplete information displayed by customer representatives, and achieve the effects of increasing overall control ability, improving work efficiency, and increasing speed

Inactive Publication Date: 2012-06-06
邳州市兴振农业发展有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0008] Considering the problem of incomplete display information and incomplete viewing function of customer representatives in the existing agent monitoring system, the present invention is proposed. For this reason, the main purpose of the present invention is to provide a method and system for agent monitoring to solve the above-mentioned problems in the related art. question

Method used

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  • Seat monitoring method and system
  • Seat monitoring method and system

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Embodiment Construction

[0027] The preferred embodiments of the present invention will be described below in conjunction with the accompanying drawings. It should be understood that the preferred embodiments described here are only used to illustrate and explain the present invention, and are not intended to limit the present invention.

[0028] method embodiment

[0029] The present invention provides an implementation method of the NGCC agent site monitoring system. The user can edit the site according to the actual scene in the customer representative work area of ​​the current call center, and then perform monitoring work in the agent site monitoring system. The real site site monitoring system will The real scene of the designed call center is faithfully and intuitively reflected in the working area of ​​the monitoring system. Through this system, the squad leader can intuitively check the situation of customer representatives in each actual location in the current site; including customer repre...

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Abstract

The invention discloses a seat monitoring method and a system, wherein the method comprises the following steps: conducting a virtual layout of at least one area of the working area of a customer service center, and saving the seat position information of the virtual layout; reading the seat position information of the virtual layout of the area to be monitored from a database; reading customer representative information corresponding to the seat position information from a Computer Telephony Integration Server (CTI Server), and combining and displaying the seat location information and the customer representative information; receiving an operation request submitted based on the displayed seat position information and customer representative information from the user, and feeding back anoperation result. With the technical scheme, the speed of virtual positioning performed by a target customer representative can be increased, and the monitoring of the target customer representative can be visually conducted in a monitoring module; in this way, the working efficiency is raised, and the ability of controlling seats on the whole is enhanced.

Description

technical field [0001] The present invention relates to the communication field, and in particular, relates to a method and system for agent monitoring. Background technique [0002] The agent monitoring system is the main working interface of the monitor or the system administrator in the call center. The monitor or the system administrator can check the working conditions of the general customer representatives in the current call center in real time through the agent monitor system: including the current status of each customer representative. Specific business operations such as status monitoring, online question help and answering, and leave approval. [0003] At present, there are mainly two ways to implement the agent monitoring system. One is to display the real-time information of all customer representatives in the call center in the form of a list, and provide certain filtering and refreshing conditions as restrictions; the other is to use icons The method lists ...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51
Inventor 王笑难
Owner 邳州市兴振农业发展有限公司
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