Session to track actual e-mail handling time
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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Abstract
A method and apparatus are provided for measuring a time of considering an e-mail message received by an agent of an automatic contact distribution system. The method includes the steps of detecting each opening and closing of the e-mail received by the agent, measuring an elapsed time between each detected opening and closing of the e-mail and 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.
17 Citations
21 Claims
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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:
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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. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. An apparatus for measuring a time of considering an e-mail message received by an agent of an contact distribution system, such apparatus comprising:
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a status processor adapted to detect each opening and closing of the e-mail received by the agent;
a timer adapted to measure an elapsed time between each detected opening and closing of the e-mail; and
a controller adapted to deactivate the timer between the closings and openings of the e-mail. - View Dependent Claims (1, 2, 3, 4, 5, 6, 7, 8, 9, 20, 21)
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20-1. The apparatus for measuring the time of considering the e-mail message in claim 19 further comprising an interface adapted to send a Session Initiation Protocol event subscription and notification message from the automatic contact distributor to the user agent requesting notification of each opening and closing of the e-mail message.
Specification