Patent ID: 6581067
Filing Date: 2003-06-17
Classification: G06Q,H04M,Y10S

Abstract:
A system for providing administrative support to customer service representatives, the system comprising:a customer service workstation; a host system coupled to said customer service workstation through a network; a database coupled to the host system; and a legacy system coupled to the host system; wherein a customer service representative at said customer service workstation receives a call from a requestor; said customer service representative generates a call record based on said call, said call record includes a call type designator identifying a topic of said call, at least one call type designator identifying a topic of said call from the requestor as insurance benefits, said call record includes comments entered by the customer service representative through said customer service workstation; said host system stores said call record in said database; said host system searches said database for call records having a specific call type designator; and said host system generates a call report of call records including said specific call type designator.