Patent ID: 8538006
Filing Date: 2013-09-17
Classification: H04M

Abstract:
1. A method for providing an interactive interface to a particular agent from a plurality of call center agents of a call center, the method comprising the steps of: defining first display criteria for providing the interactive interface on any one of a plurality of computer workstations used by the plurality of call center agents, the first display criteria comprising a first set of one or more outcomes to a telephone call fielded by any one of the plurality of call center agents, a first particular outcome from the first set of one or more outcomes for a first particular occurrence of any one of the plurality of call center agents fielding a telephone call, and a second particular outcome from the first set of one or more outcomes for a second particular occurrence of any one of the plurality of call center agents fielding a telephone call; defining second display criteria for providing the interactive interface on any one of the plurality of computer workstations used by the plurality of call center agents, the second display criteria comprising a second set of one or more outcomes to a telephone call fielded by any one of the plurality of call center agents, a first particular outcome from the second set of one or more outcomes for a first particular occurrence of any one of the plurality of call center agents fielding a telephone call, and a second particular outcome from the second set of one or more outcomes for a second particular occurrence of any one of the plurality of call center agents fielding a telephone call; scheduling a time period for making the interactive interface potentially available to the plurality of call center agents; and during the time period: