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DETERMINING AND DISPLAYING APPLICATION USAGE DATA IN A CONTACT CENTER ENVIRONMENT

  • US 20120014516A1
  • Filed: 07/14/2011
  • Published: 01/19/2012
  • Est. Priority Date: 07/14/2010
  • Status: Active Grant
First Claim
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1. A method for analyzing application usage, comprising:

  • receiving application usage information and call state information;

    processing the application usage information and the call state information to determine an amount of time spent using each application of a plurality of applications by each user of a plurality of users during each call state of a plurality of call states;

    generating a representation of the amount of time spent using at least one of the plurality of applications by at least one of the plurality of users during at least one of the plurality of call states.

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