Patent ID: 8670552
Filing Date: 2014-03-11
Classification: G06F,H04M

Abstract:
1. A method for displaying multiple activities associated with one of a plurality of call center agents correlated in time, the method comprising the steps of: receiving a first plurality of events describing a call center agent activity of a first type, each of the first plurality of events indicating an occurrence time; wherein the receiving the first plurality of events further comprises the steps of: receiving call activities originating from a first source, each call activity comprising an occurrence time; receiving a second plurality of events describing a call center agent activity of a second type, each of the second plurality of events indicating an occurrence time; wherein the receiving the second plurality of events further comprises of: receiving application activities originating from a workstation associated with the at least one of the call center agents, each application activity comprising an occurrence time; determining at least one of the call center agents to be displayed; graphically displaying activity information in visual correlation with a timeline, the activity information including the call activities originating from the first source, the application activities originating from the workstation associated with the at least one of the call center agents, and scheduled activities, each of the activities associated with the at least one call center agent, the visual correlation of the activity information from the first source and the application activities originating from the workstation being displayed along respective co-displayed timelines; wherein the graphically displaying step further comprises: displaying a timeline axis comprising a plurality of time periods; displaying each of the first plurality of events on a first line along the timeline axis such that the occurrence time for each of the first plurality of events is visually correlated with the corresponding time period of the timeline axis; and displaying each of the application activities originating from the workstation on a second line along the timeline axis such that the occurrence time for each of the second plurality of events is visually correlated with the corresponding time period of the timeline axis; and matching a sequence of the events within the activity information with one of a plurality of transaction definitions; and displaying a transaction described by the matching sequence.