Monitoring of and remote access to call center activity

摘要: A method of monitoring call center attendants' assistance to callers is provided in which a monitor configured record interaction between attendants and callers. Such may be recorded for all, or substantially calls received at center. The reviewer optionally specifies criteria concerning that are recorded. connects switch after attendant logs in. When the receives matching specified criteria, if any, records caller create record. In present embodiment invention, stored on compressed digital format. To replay record, web server other interface through an internetwork connection. From supervisor selects played. plays recording via streaming audio, across connection, reviewer's computer.