Patent ID: 6882724

Claim:
A computer readable medium having embodied thereon a computer program for processing by a machine, the computer program comprising: a first routine for obtaining first data pertaining to an incoming call activity of telecommunication events from a first site; a second routine for forming the first data in a first predetermined data structure format; a third routine for receiving the first data periodically by a local server; a fourth routing for obtaining second data pertaining to an incoming call activity of telecommunication events from a second site; a fifth routing for forming the second data in a second predetermined data structure format; a sixth routing for receiving the second data periodically by a remote local server, the local server being connected to the remote local server via a wide area network communication link to monitor the second data, the second data including information on a second queue at the second site; a seventh routine for retrieving one of the first and second data by an executable application, the second data originating from the remote local server; and an eighth routine for creating a display window to display, in real-time and in one of a graphical and textual representations, agent statistics.