Patent ID: 6466663
Filing Date: 2002-10-15
Classification: G06F,H04M,Y10S

Abstract:
In a computer system having a display device, a method of monitoring activity of an agent within a call center having a physical layout, comprising the computer-implemented steps of:displaying a first graphical user interface on the display device, said first graphical user interface depicting at least a portion of the physical layout of the call center; receiving status information regarding activity of the agent; as part of the first graphical user interface, displaying graphical information about the agent that provides a visual cue of the received status information to a user of the computer system, wherein the graphical information about the agent is displayed on an activatable user interface element within the first graphical user interface that is activated to cause a second graphical user interface to be displayed on the display device that holds further information about the agent, and wherein the first and second graphical user interfaces appear simultaneously on the display device.