Patent ID: 7711104

Claim:
A method, comprising: (a) providing a plurality of human agents to service a plurality of work items, the work items being in the form of contacts; (b) selecting, by a processor, a first human agent; (c) while the first human agent is servicing concurrently first and second work items on different communication media and involving different customers, determining, by a processor, a change in focus by the first human agent by at least one of the following indicators: (C1) a cursor location on a display; (C2) a cursor activity on the display; (C3) an amount of voice energy generated by a communication device of the first agent; and (C4) a type of voice energy being received by the agent's communication device, wherein the first work item is a voice call and wherein the determination of step (c) that the first agent had a change in agent focus was made without input from the first agent; (d) in response to detecting a change in agent focus, stopping a first timer of service time on the first work item and initiating a second timer of service time on a second work item, wherein, while the second timer is activated, the agent is speaking with a first customer on the first voice call.