Patent ID: 6141649
Filing Date: 2000-10-31
Classification: G06Q

Abstract:
A method in a computer system for contemporaneously tracking the productivity of technical support specialists in a call center environment, the method comprising:displaying on a display device a form for entry of exceptions to normal activity;using a timer to time the length of the exception to normal activity;receiving from the technical support specialist indications of at least one exception, each indication including a type of the exception and the time length of the exception;storing each of the indications of the plurality of exceptions;receiving a request to transmit an exception report; andin response to receiving the request to transmit an exception report,retrieving the stored indications;formatting the stored indications into an electronic mail message;presenting the formatted electronic mail message to the technical support specialist so that modifications to formatted electronic mail message can be made;sending the electronic mail message to a central location so that electronic mail messages from multiple technical support specialists can be collected and processed; andanalyzing the indications to determine productivity.