H - Electricity – 04 – M
Patent
H - Electricity
04
M
H04M 3/22 (2006.01) H04B 17/00 (2006.01) H04M 3/51 (2006.01) H04Q 3/64 (2006.01)
Patent
CA 2340491
Selection of communications for service observing in an ACD system (103) is based on real-time dynamic parameters, i.e., on the present values of parameters whose values for the ACD system change over time. A supervisor/observer or an administrator selects (FIG. 2 or FIG. 5) one or more real-time dynamic parameters that correspond to communications whose servicing is sought to be observed. The correspondence may be either direct or indirect (e.g., correspondence to the agent (101 or 102) that services the communication). Call vectoring (111) or station prompting (112) of the ACD system then determines (302,304), from among the communications that are to be serviced at the ACD system, a communication whose corresponding one or more parameters meet the specified parameters, and connects (310) the determined communication to the service-observer's station (105) in addition to connecting the communication to the servicing agent, so that servicing of the communication by the agent may be observed by the observer. When the observed communication ends, the observer may observe the next communication that meets the selected parameters without needing to re-enter them.
Foster Sujeanne
Nalbone Robert Daniel
Avaya Technology Corp.
Kirby Eades Gale Baker
LandOfFree
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