초록 ▼

There is disclosed an ACD management information system which tracks attendant work performance without regard to the actual station at which the attendant is operating. The system also monitors non-ACD work states and provides individualized status reports based upon temporarily stored limit criter

There is disclosed an ACD management information system which tracks attendant work performance without regard to the actual station at which the attendant is operating. The system also monitors non-ACD work states and provides individualized status reports based upon temporarily stored limit criteria. A real time display of system performance is provided to a supervisor in a manner which allows for immediate rearrangement of the system without resort to other data. The displayed data includes split handling information, and call abandon information, trunk busy information and work state information.

대표청구항 ▼

A management information system (MIS) for use with an automatic call distribution (ACD) system having a plurality of attendant positions operable to answer incoming calls from a plurality of trunks, said MIS system comprising a display, means for continuously receiving from said ACD certain ACD data

A management information system (MIS) for use with an automatic call distribution (ACD) system having a plurality of attendant positions operable to answer incoming calls from a plurality of trunks, said MIS system comprising a display, means for continuously receiving from said ACD certain ACD data, said data corresponding to current call answering activity at said attendant positions, means for comparing said data to previously received data to determine which data is to be displayed, means for formatting any said data determined to be displayed, and means for presenting said formatted data to said display substantially concurrent with the reception of said ACD data.