Patent ID: 8588396
Filing Date: 2013-11-19
Classification: H04M

Abstract:
1. A method of monitoring activities of a plurality of agents servicing a plurality of calls for an organization, said method comprising: monitoring a plurality of applications concurrently activated on a terminal of an agent of the plurality of agents, the agent concurrently handling a plurality of calls of a common media type; detecting selection of an application of the plurality of concurrently activated applications including comparing a location of a cursor with a location of a window or icon of at least one of the plurality of applications and generating an event message including a time of selection and an identifier of the application selected in response thereto; determining whether a call of the concurrently handled plurality of calls of the common media type is associated with the selected application, and identifying a tracking file for the call if one exists and otherwise creating the tracking file for the call; saving a time of selection and an identifier of the selected application in the respective tracking file or database of the call for future retrieval; accumulating time the agent was active and focused on the call and separately accumulating time the agent was active but unfocused on the call, and generating the event message each time agent attention changes while the agent remains focused on the call; classifying the tracking file of the call as a primary file for the agent and collecting any event messages in the primary file for as long as the agent continues actively handling the call; reclassifying as a secondary file any tracking file previously classified as a primary file, and adding any event messages to the primary file including the identifier of the application and the time of selection if there is no call associated with the application selection.