Inventors:
Clare M. Anderson - Elmhurst IL, US
Andrew J. Browne - Duluth GA, US
Thomas M. Chamberlain - Sugar Grove IL, US
Michael P. Walsh - Dallas TX, US
Assignee:
Aspect Software, Incc - Westford MA
International Classification:
H04M 5/00
US Classification:
37926501, 37926502, 37926506, 37926508, 37926511, 37926601, 37926607, 379309
Abstract:
A relationship call center management system and method is used in a call center by a call center manager or supervisor. The relationship management system and method permits call center resources to be grouped into relationship profiles. A relationship key field corresponding to the relationship profiles is then used to organize and display statistics within the call center. A strategy and action management system and method permits the user to build customized actions and to create strategy profiles including one or more user-defined goal thresholds and assigned actions to take place when the goal thresholds are met. A statistics display system presents the call center statistics in different user-defined views, for example, corresponding to one of the relationship profiles. The statistics display system also monitors the statistics and provides an indication to the user when the user-defined goal thresholds have not been met.