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Session to track actual e-mail handling time

  • US 20050193071A1
  • Filed: 02/26/2004
  • Published: 09/01/2005
  • Est. Priority Date: 02/26/2004
  • Status: Active Grant
First Claim
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10. An apparatus for measuring a time of considering an e-mail message received by an agent of an contact distribution system, such apparatus comprising:

  • means for detecting each opening and closing of the e-mail received by the agent;

    means for measuring an elapsed time between each detected opening and closing of the e-mail; and

    means for summing the measured elapsed times between the openings and closings of the e-mail to provide a cumulative total time for preparing the response to the e-mail.

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