Tracking agent call processing locations in connection with...

Details Tracking agent call processing locations in connection with... Tracking agent call processing locations in connection with...

H - Electricity

04

Q

H04Q 3/64 (2006.01)

Patent

CA 2329489

Method and apparatus for determining and tracking the locations of agents using wireless units to process calls directed through an automatic call distribution system. Based on signals with different cells or based on independent navigation information, locations of wireless units can be monitored and stored for later analysis. In addition, location information can be compared to an agent location schedule to determine adherence and provide adherence reports.

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