Jon A. Pattison - Flower Mound TX
Paul A. Vizard - Plano TX
Michael J. Maloney - Plano TX
David T. McCalmont - San Jose CA
Teknekron Infoswitch Corporation - Fort Worth TX
A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system record a customer call if the scheduling criteria of the associated monitoring period is met.