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Arrangement for automating call-center agent-schedule- notification and schedule-adherence functions
Arrangement for automating call-center agent-schedule- notification and schedule-adherence functions
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机译:自动安排呼叫中心座席时间表通知和时间表遵守功能的安排
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摘要
A call-management system (14) for a call center (FIG. 1) having a plurality of terminals (12) staffed by agents (13) includes a program- implemented arrangement (24) for communicating each agent's schedule to the agent via the agent's corresponding terminal and for monitoring the agent's adherence to the communicated schedule via the agent's corresponding terminal, thereby relieving a supervisor (19) of having to perform these functions. Other programs (25-27) that enable the supervisor to automatically communicate with the agents via their terminals are also included in the call-management system.
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