Patent ID: 6741697
Filing Date: 2004-05-25
Classification: H04M

Abstract:
A method for a monitor business application of automatically creating a record of the performance of business applications at a computer telephony integrated (CTI) call centre for use in monitoring the performance of said call centre, said call centre being connected to a telephony network and including a customer record database storing customer records, a daily report database, a daily archive database, a report parameter database, a custom report call log storing call records, and at least one business information database comprising business information and call centre performance information stored by said business application and associated with said plurality of call records and customer records, said method comprising the steps of:automatically acquiring call identification information from the telephony network for a telephone call made by the customer to the call centre; automatically updating the daily report database and said daily archive database with said call identification information; automatically searching with said call identification information the customer record database and said business information database for all stored records and call centre performance information associated with the call identification information; automatically creating a custom call record associated with the call in the custom report call log in accordance with parameters specified in said report parameter database; automatically storing the acquired call identification information and the number of records found during the searching step in the created custom call record; and repeating the acquiring, updating, searching, creating and storing steps for each new call; whereby, for a plurality of calls, the call records in the call log will represent a performance history of the call centre for that plurality of calls.