04510351 is referenced by 215 patents and cites 5 patents.

There is disclosed an ACD management information system which tracks attendant work performance without regard to the actual station at which the attendant is operating. The system also monitors non-ACD work states and provides individualized status reports based upon temporarily stored limit criteria. A real time display of system performance is provided to a supervisor in a manner which allows for immediate rearrangement of the system without resort to other data. The displayed data includes split handling information, and call abandon information, trunk busy information and work state information.

Title
ACD Management information system
Application Number
6/437433
Publication Number
4510351
Application Date
October 28, 1982
Publication Date
April 9, 1985
Inventor
Nicholas K Smith
Middletown
NJ, US
Terrence T Quin
Holmdel
NJ, US
Michael S Lane
Colts Neck
NJ, US
Lawrence D Fossett
Morganville
NJ, US
Peter E Costello
Matawan
NJ, US
Agent
David H Tannenbaum
Assignee
AT&T Bell Laboratories
NJ, US
IPC
H04Q 3/64
H04M 3/50
G06F 3/147
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