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Reporting Status (e.g., Supervisory Reporting)

Reporting Status (e.g., Supervisory Reporting) patent applications listed include Date, Patent Application Number, Patent Title, Patent Abstract summary and are linked to the corresponding patent application page.

Related Categories:

Telephonic Communications


Centralized Switching System > Call Distribution To Operator > Automatic Call Distributor (acd) System > Reporting Status (e.g., Supervisory Reporting)



Distributed hardware/software system for managing agent status in a communication center
10/16/14 - 20140307862 - An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and...

Low latency distributed aggregation for contact center agent-groups on sliding interval
10/02/14 - 20140294169 - A method and system for aggregating and reporting data from a plurality of data sources in a contact center is provided. The method includes: maintaining by a computer device the data for a sliding interval including a plurality of panes, the data including an ongoing component for ongoing events and...

Computer-implemented system and method for efficiently facilitating appointments within a call center via an automatic call distributor
09/18/14 - 20140270135 - A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents within a call center is received from a user. Each agent is associated with a call queue and handles incoming customer calls to the call queue. An availability of each of the...

Adaptive thresholding
09/18/14 - 20140270136 - The present disclosure is directed to methods for determining an adaptive threshold, including specifying a variable, where the variable comprises a real-time state of a contact center; specifying a threshold, where the threshold is related to the variable; monitoring the variable; and adjusting the threshold in relation to a change...

Reporting on call center data across multiple concurrent activity sources
09/11/14 - 20140254786 - Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of...

Systems and methods for managing reporting data on a hosted on-demand reporting system
09/04/14 - 20140247936 - An information managing system for managing contact center information is disclosed. The information managing system includes a plurality of receivers for receiving information from at least one data collector. The information managing system further includes a plurality of databases for storing the information received from the at least one data...

Graphical user interface for monitoring and visualizing contact center routing strategies
08/21/14 - 20140233719 - A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact...

Interaction management
08/07/14 - 20140219437 - A company/organization is enabled to optimize sessions from an agent's perspective across multiple channels. Actions may be performed, such as monitoring the journey of a user across a self service application, raising alerts to the agent based on the journey, selecting an appropriate agent to whom a session may be...

System and method for generating and delivering automated reports concerning the performance of a call center
07/31/14 - 20140211931 - Transformation of binary data files created by a data logger of a telephone system used by a call center into a searchable form for generation of meaningful management reports concerning the operation and performance of a call center, its agents and equipment is accomplished by providing a report server which...

Systems and methods for providing searchable customer call indexes
06/19/14 - 20140169547 - A system and method is provided for providing searchable customer call indexes. Consistent with disclosed embodiments, a system may receive call information associated with telephone conversations between callers and a vendor, the call information including an audio recording or transcript for each telephone conversation. The system may also identify one...

Dynamic recommendation of routing rules for contact center use
05/22/14 - 20140140494 - A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored activities. An outcome for a particular contact center may be predicted based on monitored interactions for the particular contact center,...

Telephonic teleservices management
05/08/14 - 20140126712 - A system and method to provide telephonic teleservices management is provided. The system may comprise a session management module used to establish a session with an agent via a telephone of the agent. An agent management module may manage a work state of the agent within a plurality of sequential...

System and method for automated chat testing
04/10/14 - 20140098948 - A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results....

System and method for montioring health of deployment states for a contact center
03/27/14 - 20140086401 - A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores...

System and method for providing dynamic elasticity of contact center resources
03/20/14 - 20140079207 - A system and method for dynamically scaling up or down, resources of a contact center tenant, based on detected or predicted demands on the contact center tenant. A processor monitors and collects contact center operation data. The processor detects, in response to the monitoring, a condition relating to the operation...

Call management apparatus, call management method, and recording medium
01/09/14 - 20140010360 - A call management apparatus includes a storage storing a questioner identifier in association with a reference data identifier for a call performed between a questioner and an operator who responds to the questioner, the questioner identifier identifying the questioner and the reference data identifier identifying reference data that are displayed...

Operating management of a call center
09/26/13 - 20130251135 - To check the status of an agent assigned to a call center in which geographic areas are respectively associated with geographic area identifiers (IdZ) communication terminals (TC) are respectively associated with geographic areas, a mobile terminal (TM) in possession of a monitor capable of moving within geographic areas determines the...

Method and apparatus for evolutionary contact center business intelligence
08/15/13 - 20130208880 - A web-based contact center state engine provides data describing the state of the contact center system and actionable intelligence including key performance indicators. The contact center state engine may be utilized in conjunction with the network monitoring appliance which processes and manages exceptions to the call center data allowing for...

Automatic supervisor intervention for calls in call center based upon video and/or speech analytics of calls
02/14/13 - 20130039483 - A method, a system and computer readable storage media facilitate establishing a plurality of simultaneously occurring communication sessions between call agent devices and customer devices at a call center communication system. Each communication session is monitored to determine a priority score associated with each communication session, where each priority score...

Customer care support system with call avoidance processing
12/08/11 - 20110299676 - Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs...

Bitmaps for next generation contact center
10/20/11 - 20110255681 - A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating...

High performance queueless contact center
10/20/11 - 20110255682 - A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating...

Method, apparatus and system for capturing and analyzing interaction based content
08/25/11 - 20110206198 - An apparatus and methods for capturing and analyzing customer interactions the apparatus comprising interaction information units, interaction meta-data information units associated with each of the interaction information units, a rule based analysis engine component for receiving the interaction information, an adaptive database, an interaction capture and storage component for capturing...

Trend discovery in audio signals
02/24/11 - 20110044447 - Techniques for processing data representative of text associated with one or more content sources to generate a specification of a set of keyphrases of interest; processing a first set of audio signals collected during a first time period to generate first data characterizing putative occurrences of one or more keyphrases...

System and methods for tracking unresolved customer involvement with a service organization and automatically formulating a dynamic service solution
06/24/10 - 20100158236 - A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers,...

Methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile information
10/08/09 - 20090252319 - The subject matter described herein includes methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile information. According to one aspect, a method for automatically displaying customized call center operating statistics based on user profile information is provided. The method includes receiving...

System and method for orders and troubles metric attribution identification and aggregation
08/06/09 - 20090196412 - A system and method for identifying, marking, retaining and aggregating attribute metrics for service order and trouble tickets (ticket data) may be performed as the service order and trouble tickets are loaded into a central data repository to allow user summary reports to be created. Ticket data may be received...

Apparatus, method, and computer program product for geographic call center status and security
06/18/09 - 20090154685 - An apparatus, method, system, and computer program product are provided for producing a geographical mapping of the status, activity, security, work-force, and other information of call centers. The systems and methods may receive call center data and call data, generate a geographical data, and display at least a portion of...

System and method for recording voice and the data entered by a call center agent and retrieval of these communication streams for analysis or correction
06/04/09 - 20090141885 - Communications systems are provided, a representative one of which incorporates: a recorder operative to record information associated with a communication; and a first computer application operative to provide a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of the...

Unified command and control of a multiplicity of heterogeneous systems supporting call center functionality
03/12/09 - 20090067611 - A method and apparatus are provided for operating a plurality of call center products. The method includes the steps of providing an enterprise administration server and disposing a respective terminal adapter between the enterprise administration server and each of the plurality of call center products. The method further includes the...