System and method for monitoring agent in call center

A call center and monitoring system technology, applied in the direction of subscriber special services, electrical components, automatic switching offices, etc., can solve the problems of monitoring lag, inability to locate personnel, and manual maintenance of basic information.

Active Publication Date: 2019-01-04
CTRIP COMP TECH SHANGHAI
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The technical problem to be solved by the present invention is to provide a monitoring system and method for call center agents in order to overcome the shortcomings of the traditional call center agent monitoring method in the prior art, such as monitoring lag, inability to locate personnel, and basic information requiring manual maintenance.

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  • System and method for monitoring agent in call center
  • System and method for monitoring agent in call center

Examples

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Embodiment Construction

[0024] The present invention is further illustrated below by means of examples, but the present invention is not limited to the scope of the examples.

[0025] like figure 1 As shown, the monitoring system for call center agents of the present invention includes a client terminal 1 , a unified login platform 2 , an IT infrastructure platform 3 and a monitoring platform 4 . Among them, the client 1 is used to report the host information of the host used, including PC information and VDI information, and the unified login platform 2 records the login information of the host, and the login information specifically includes the host name and MAC address. 3. Provide the unified login platform 2 with the matching relationship between the host name based on the MAC address, the host location information, and the IP phone; the unified login platform 2 is also used to match the login information and the corresponding relationship, and determine the seat information , the agent informa...

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Abstract

The invention discloses a telephone operator monitoring system and method of a calling center. The monitoring system comprises a client, a unified login platform, an IT basic platform and a monitoring platform, wherein the client reports host information of a host used by a telephone operator of the calling center; the unified login platform records login information of the host, and the login information comprises a host name and an MAC address; the IT basic platform provides the correspondence between the MAC address based host name and the host position information for the unified login platform; the unified login platform matches the login information to the correspondence to determine telephone operator information, and the telephone operator information comprises the position of the telephone operator in the calling center, the distributed worker number and the number of an extension set of an IP telephone; and the monitoring platform receives the telephone operator information reported by the unified login platform, and monitors the telephone operator information in real time. Thus, the telephone operators in the calling center is monitored and adjusted dynamically, and automatic and accurate positioning can be realized according to the resettlement and adjustment states of the telephone operators.

Description

technical field [0001] The invention relates to a technology for dynamically validating call center seat adjustments, in particular to a monitoring system and method for call center seats. Background technique [0002] The existing call center agent monitoring is mainly based on agent status monitoring, which lacks intuitive and accurate location monitoring. The information changes of personnel, extensions, and hosts require manual intervention for data matching or importing, and operators often fall into complicated daily data maintenance tasks. middle. With the increasing scale of the call center, the traditional agent monitoring method can no longer meet business needs, and there are disadvantages such as monitoring lagging, inability to locate personnel, and basic information requiring manual maintenance. Contents of the invention [0003] The technical problem to be solved by the present invention is to provide a monitoring system and method for call center agents in...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51H04M3/523
Inventor 李磊张俊赵桦杨晓泉
Owner CTRIP COMP TECH SHANGHAI
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