Patent ID: 8719067

Claim:
A computer-implemented method for presenting different queue hopping activities of an agent on a timeline, the method comprising: collecting with an activity collector, from a customer center data source, an agent activity of a first class and an agent activity of a second class, both activities associated with the agent, each activity derived from a separate data source, wherein each activity indicates a scheduled time; receiving with the activity collector a first and a second agent event, both events associated with the agent, the first agent event received from a first virtual data source and the second agent event received from a second, different, virtual data source, both virtual data sources associated with the same physical data source, and each associated with a one event-to-activity mapping, wherein the first and second agent events each indicate an occurrence time event mode, and event reason; mapping with an activity tracking viewer the first agent event to a first agent activity and a second agent event to a second agent activity based on the one event-to-activity mapping, the event modes, and the event reasons; displaying with the activity tracking viewer a timeline axis comprising a plurality of time periods; displaying the agent activity of the first class and the agent activity of the second class along the timeline axis such that the scheduled time fir the agent activity of the first class is aligned with the corresponding time period of the timeline axis and the scheduled time for the agent activity of the second class is aligned with the corresponding time period of the timeline axis; displaying with the activity tracking viewer the first agent event along the timeline axis such that the occurrence time for the first agent event is aligned with the corresponding time period of the timeline axis; displaying with the activity tracking, viewer the second agent event along the timeline axis such that the occurrence time for the second agent event is aligned with the corresponding time period of the timeline axis: determining with a processor whether at least one of the occurrence times of the first and second agent events corresponds to one of the scheduled times of the agent activities of the first and second class, and if so, determining whether the agent event complies with the class of agent activity at the corresponding time; and displaying with the activity tracking viewer an indication of an adherence exception along the timeline axis if the agent event does not comply with the class of agent activity at the corresponding time.