Personal Communication Center Performance Display and Status Alert System

Abstract

In a call center having agent stations including personal computers having video display units (PC/VDUs), connected on a LAN with a server tracking status for call center entities, a system for agent information includes a software application executing on individual PC/VDUs at agent stations. The software application draws on status information from the server and renders the information to the agent using the PC/VDU through output apparatus of the PC/VDU. Rendering may be by text, graphics, or audio, depending on such as conditions and user selection.

1 . In a call center having agent stations each having a personal computer with a video display unit (PC/VDU), a system for informing agents of call center-related status, comprising: 
 a server tracking call center activities and calculating status for individual call center entities, the server connected on a network in the call center; and    an agent-informing application executing on individual ones of the PC/VDUs at agent stations, the PC/VDUs at the agent stations also connected on the network;    characterized in that the application draws on status data from the server and provides status information to an agent using an individual PC/VDU through output apparatus of the individual PC/VDU.    
   
   
       2 . The system of  claim 1  wherein status includes status and warnings related to transaction queues to which the agent using a PC/VDU is related.  
   
   
       3 . The system of  claim 1  wherein the software provides graphic displays indicating call center status information.  
   
   
       4 . The system of  claim 1  wherein call center status information is provided to an agent by audio rendition through a speaker associated with the PC/VDU used by the agent.  
   
   
       5 . The system of  claim 4  wherein the audio-rendered information is rendered over telephony call audio as an agent converses with a caller, at a whisper lever.  
   
   
       6 . A software application for use with a personal computer having a video display unit (PC/VDU) at an agent station in a call center, comprising: 
 an access module for drawing status information from a server connected on a common network with the PC/VDU; and    a rendition module for rendering the status information through output apparatus of the PC/VU for an agent using the PC/VDU.    
   
   
       7 . The software application of  claim 6  wherein rendition is by graphic and text display on the video display monitor of the PC/VDU.  
   
   
       8 . The software application of  claim 6  wherein the status information includes status and warnings related to transaction queues to which the agent using a PC/VDU is related.  
   
   
       9 . The software application of  claim 6  wherein the status information is provided to an agent by audio rendition through a speaker associated with the PC/VDU used by the agent.  
   
   
       10 . The software application of  claim 9  wherein the audio-rendered information is rendered over telephony call audio as an agent converses with a caller, at a whisper level.  
   
   
       11 . In a call center having agent stations each having a personal computer with a video display unit (PC/VDU), a method for informing agents of call center-related status, comprising steps of: 
 (a) drawing status information by a software application executing on an individual (PC/VDU) from a server commonly connected on a communication network with the PC/VDU at the agent station; and    (b) rendering the information to an agent using the PC/VDU through output apparatus of the PC/VDU.    
   
   
       12 . The method of  claim 11  wherein, in step (a), status includes status and warnings related to transaction queues to which the agent using a PC/VDU is related.  
   
   
       13 . The method of  claim 11  wherein, in step (b), the software provides graphic displays indicating call center status information.  
   
   
       14 . The method of  claim 11  wherein, in step (b), call center status information is provided to an agent by audio rendition through a speaker associated with the PC/VDU used by the agent.  
   
   
       15 . The method of  claim 14  wherein the audio-rendered information is rendered over telephony call audio as an agent converses with a caller, at a whisper lever.