Patent ID: 8843106
Filing Date: 2014-09-23
Classification: G06Q,H04W

Abstract:
1. A method comprising: collecting user activity data from a client device relating to operation of a first and a second software application; defining an activity-productivity map that defines a rule for determining a unit of productivity based on the activity data, the activity-productivity map based at least in part on a first productivity ratio for the first software application and a second productivity ratio for the second software application, wherein each of the first productivity ratio and the second productivity ratio includes a predefined multiplier to be applied to a user's total activity with respect to the respective software application to determine how much of a user's activity with respect to the respective software application should be considered productive, and at least one of the first and second productivity ratios is different between a first user group and a second user group; comparing telephone activity data with customer contact information to determine whether a call is one of: to a customer and from a customer; classifying the call as productive based on the call being one of: to a customer and from a customer; determining a productivity metric using the rule of the activity-productivity map for determining the unit of productivity and using a classification of the call as productive; and providing a visual representation of the productivity metric.