Method and apparatus for integrating customer care inquiries...

Details Method and apparatus for integrating customer care inquiries... Method and apparatus for integrating customer care inquiries...

G - Physics

06

Q

G06Q 99/00 (2006.01) H04L 12/16 (2006.01) H04M 3/42 (2006.01) H04Q 3/64 (2006.01)

Patent

CA 2556793

A method and apparatus for integrating queries across different media types so that the response time performance of a customer care agent, such as time to respond and/or time to repair can be uniformly measured are disclosed. The present method can provide configurable time to respond and time to repair targets on a per media type basis or on a per queue basis across all different media types. Individual media type and/or queue thresholds can be set and alarms and notifications can be triggered when customer care agents exceed these thresholds.

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