Patent ID: 6356948
Filing Date: 2002-03-12
Classification: H04L,H04M

Abstract:
A method of distributing customer interaction statistical data within a customer interaction environment to a plurality of data destinations, the method comprising:formatting data, received from a plurality of data sources within the customer interaction environment and concerning customer interaction parameters, into a predetermined format; associating an identifier with the formatted data; and transmitting a single transmission of the formatted data and the associated identifier to the plurality of data destinations, wherein the identifier identifies at least one statistical data type of the formatted data within the context of the customer interaction environment and wherein the at least one statistical data type is selected from a group comprising a number of customer calls waiting, a longest waiting time for customer calls in a queue, data concerning a customer call that has been waiting the longest, an average wait time for a customer call, a status of cases open, a number of cases opened during a first predetermined period, a number of cases closed during a second predetermined period and a number of cases to remain open.