Abstract: A VoIP relay integration management system including a service management application and a VoIP phone server that monitor and gather client interaction data between a client and a field agent. The system accepts a selection of service phone method, from a plurality of selection methods, for the field agent to use to call the client, and enables or disables the selection per the field agent. The system accepts, stores and schedules a task to be dispatched to the field agent, and calculates and displays a response time that includes a time from when the task is dispatched to the field agent to when the field agent generates a call. The system calculates and displays an average response time of all calls generated by the field agent, based on one or more of the field agent, an area of the task, a date of the task and a type of task.

Abstract: A VoIP relay integration management system including a service management application and a VoIP phone server that monitor and gather client interaction data between a client and a field agent. The system accepts a selection of service phone method, from a plurality of selection methods, for the field agent to use to call the client, and enables or disables the selection per the field agent. The system accepts, stores and schedules a task to be dispatched to the field agent, and calculates and displays a response time that includes a time from when the task is dispatched to the field agent to when the field agent generates a call. The system calculates and displays an average response time of all calls generated by the field agent, based on one or more of the field agent, an area of the task, a date of the task and a type of task.