Patent ID: 7573998
Filing Date: 2009-08-11
Classification: H04M

Abstract:
1. A tangible computer-readable medium encoded with program code for management of real-time and historical data for multiple call centers, comprising; receiving real-time and historical data electronically from a plurality of call center sites; and displaying data for each of the plurality of call center sites simultaneously on a single display screen in a separate call center site column for each call center and integrating and displaying the data for all of the plurality of call center sites in a separate division column on the single display screen; wherein the displayed data comprises: a number of calls offered during a current pre-determined time interval for each site and a total number of the calls offered for all sites, a number of calls forecast for a current interval, a projected volume of calls predicted at a current rate for the current interval, a difference between the number of calls forecast and projected volume of calls for the current interval for each site and a total number of calls forecast and projected volume and total difference for the current interval for all sites, a number of agents logged on at each site and a total number of the agents logged on at all sites, a number of agents scheduled to be logged on at each site and a total number of the agents scheduled at all sites, a difference between the number of agents logged on and scheduled to be logged on for each site, and a total difference between the number of agents logged on and scheduled to be logged on for all sites, a number of agents currently logged on and awaiting a next call at each site and a total number of staff currently logged on and awaiting a next call at all sites, a number of agents at each site that are not scheduled to be logged on and a total number of agents at all sites that are not scheduled to be logged on, a ‘time stamp’ for a most recent feed from a forecasting system for each site and for a most recent feed from any site, an average speed of call answering for each site, a number of calls currently in queue for each site, and a percentage of all calls that are currently in queue, a time in queue for an oldest call for each site, an average call handle time for each site for the current interval, and a forecast of a call handle time for all call center sites, and a server clock showing a time that displayed information was compiled for each site and a call management system clock for each site illustrating a degree of synchronization between call management systems for all sites.