Method of tracking e-mail handling by a remote agent of an automatic contact distributor

• US 20060093126A1
• Filed: 11/03/2004
• Published: 05/04/2006
• Est. Priority Date: 11/03/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Wesen, Dave
• Granted Patent: US 7,853,653 B2
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: H04L 51/234 for tracking messages
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A method and apparatus are provided for monitoring a time that an agent of an organization spends responding to an e-mail directed to the organization. The method includes the steps of downloading the e-mail and a monitoring servlet to the agent of the organization and the servlet automatically measuring and reporting to a server of the organization an elapsed time that the agent spends on the e-mail.

Claims

1. A method of processing an e-mail directed to an organization by an agent of the organization, such method comprising:

downloading the e-mail and a monitoring servlet to the agent of the organization; and

the servlet automatically measuring and reporting to a server of the organization an elapsed time that the agent spends on the e-mail.

2. The method of monitoring the time as in claim 1 further comprising the servlet detecting the agent opening the e-mail.

3. The method of monitoring the time as in claim 2 further comprising the servlet activating a timer when the agent opens the e-mail.

4. The method of monitoring the time as in claim 3 further comprising the servlet deactivating the timer when the agent closes the e-mail.

5. The method of monitoring the time as in claim 1 further comprising the servlet detecting the agent sending a response to an original source of the e-mail.

6. The method of monitoring the time as in claim 5 further comprising the servlet reporting the sent response to the server.

7. The method of monitoring the time as in claim 6 further comprising the servlet detecting receipt of another e-mail from the original source.

8. The method of monitoring the time as in claim 2 further comprising the servlet reporting the detection of the other e-mail received by the agent to the server of the organization.

9. The method of monitoring the time as in claim 2 further comprising the servlet measuring a time that the other e-mail is open.

10. The method of monitoring the time as in claim 2 further comprising the servlet reporting to the server an elapsed time the other e-mail was open.

11. An apparatus for processing an e-mail directed to an organization by an agent of the organization, such apparatus comprising:

means for downloading the e-mail and a monitoring servlet to the agent of the organization; and

means within the servlet for automatically measuring and reporting to a server of the organization an elapsed time that the agent spends on the e-mail.

12. The apparatus for monitoring the time as in claim 11 further comprising means within the servlet for detecting the agent opening the e-mail.

13. The apparatus for monitoring the time as in claim 12 further comprising means within the servlet for activating a timer when the agent opens the e-mail.

14. The apparatus for monitoring the time as in claim 13 further comprising means within the servlet for deactivating the timer when the agent closes the e-mail.

15. The apparatus for monitoring the time as in claim 11 further comprising means within the servlet for detecting the agent sending a response to an original source of the e-mail.

16. The apparatus for monitoring the time as in claim 15 further comprising means within the servlet for reporting the sent response to the server.

17. The apparatus for monitoring the time as in claim 16 further comprising means within the servlet for detecting receipt of another e-mail from the original source.

18. The apparatus for monitoring the time as in claim 12 further comprising means within the servlet for reporting the detection of the other e-mail received by the agent to the server of the organization.

19. The apparatus for monitoring the time as in claim 12 further comprising means within the servlet for measuring a time that the other e-mail is open.

20. The apparatus for monitoring the time as in claim 12 further comprising means within the servlet for reporting to the server an elapsed time the other e-mail was open.

21. An apparatus for processing an e-mail directed to an organization by an agent of the organization, such apparatus comprising:

a servlet that is downloaded along with the e-mail to the agent of the organization; and

a monitoring processor within the servlet for automatically measuring and reporting to a server of the organization an elapsed time that the agent spends on the e-mail.

22. The apparatus for monitoring the time as in claim 21 further comprising a timer within the servlet that is activated when the agent opens the e-mail and deactivated when the agent closes the e-mail.

23. The apparatus for monitoring the time as in claim 21 further comprising a reporting processor that sends reports on the elapsed time that the agent spends on the e-mail.

24. The apparatus for monitoring the time as in claim 21 wherein the server further comprises a registrar server for receiving registration messages from the servlet.

25. The apparatus for monitoring the time as in claim 24 wherein the registration messages further comprising a SIP REGISTER message.

26. The apparatus for monitoring the time as in claim 25 further comprising a reports generator that retrieves SIP REGISTER messages from the servlet of the agent and that generates statistical reports on e-mail handling by the agent.

27. The apparatus for monitoring the time as in claim 21 further comprising an automatic contact distributor that downloads the servlet and e-mail to the agent.