Patent ID: 7953621

Claim:
A computer-implemented method for presenting different queue hopping activities of an agent on a timeline, the method comprising the steps of: performing by a computer, the following steps: collecting, 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 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 the first agent event to a first agent activity and the second agent event to a second agent activity based on the one event-to-activity mappings, the event modes, and the event reasons; displaying 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 for 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 the first agent activity along the timeline axis such that the occurrence time for the first agent activity is aligned with the corresponding time period of the timeline axis; displaying the second agent activity along the timeline axis such that the occurrence time for the second agent activity is aligned with the corresponding time period of the timeline axis; in an instruction execution system, determining whether at least one of the occurrence times of the first and second agent activities corresponds to one of the scheduled times of the agent activities of the first and second class, and if so, determining whether the agent activity complies with the class of agent activity at the corresponding time; and displaying an indication of an adherence exception along the timeline axis if the agent activity does not comply with the class of agent activity at the corresponding time.