05465286 is referenced by 281 patents and cites 26 patents.

An agent supervising system is used in a telephone call management and distribution system having a plurality of telephone stations assigned to a plurality of agents. The agent supervising system displays agent activities using distinctive color highlighting and text or icon depictions corresponding to agent identification, location and status information on a map representation and in a directory listing graphically represented on a display at the supervisor's station. The agent supervising system also interacts with an agent locating system for locating agents and displaying the agents on the map representation on the supervisor's display. The prediction of pending abandonment of queued calls and color alarms indicating such pending loss of calls are also provided and the potential financial impact of pending loss of calls are determined and displayed.

Title
Apparatus for supervising an automatic call distribution telephone system
Application Number
8/248260
Publication Number
5465286
Application Date
May 24, 1994
Publication Date
November 7, 1995
Inventor
Donn P Sundby
Brewster
MA, US
William K Clare
Parkridge
NJ, US
Agent
Dilworth & Barrese
Assignee
Executone Information Systems
CT, US
IPC
H04M 3/00
H04M 3/42
H04M 3/22
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