A communications management tool for a call center maintains a record of threads of communications of diverse media types (e.g. voice calls, emails and faxes) relating to particular issues, and analyses new communications to automatically identify possible matches with existing threads. In this way the efficiency of the agents at the center is increased and the management of the call center can be provided with data recording agent performance and efficiency in dealing with particular issues.

 
Web www.patentalert.com

< Dynamic adaptation to congestion in connection-oriented networks

< Methods and systems for distributing application data among multiple processing modules in a telecommunications network element having a distributed internal processing architecture

> System and method for integrated resource scheduling, task allocation and agent work management

> Subscriber circuit
~ 00297