SYSTEM AND METHOD FOR TRACKING WEB INTERACTIONS WITH REAL TIME ANALYTICS
First Claim
1. A method for monitoring a user'"'"'s interactions with Internet-based programs or documents, the method comprising:
- extracting content from Internet server traffic according to predefined rules;
associating extracted content with a user'"'"'s Internet interaction;
storing and indexing the user'"'"'s Internet interaction; and
analyzing the user'"'"'s Internet interaction to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user'"'"'s Internet interaction.
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Accused Products
Abstract
A device, system and method is provided for monitoring a user'"'"'s interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user'"'"'s Internet interaction. The user'"'"'s Internet interaction may be stored and indexed. The user'"'"'s Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user'"'"'s interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.
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Citations
20 Claims
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1. A method for monitoring a user'"'"'s interactions with Internet-based programs or documents, the method comprising:
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extracting content from Internet server traffic according to predefined rules; associating extracted content with a user'"'"'s Internet interaction; storing and indexing the user'"'"'s Internet interaction; and analyzing the user'"'"'s Internet interaction to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user'"'"'s Internet interaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A system for monitoring a user'"'"'s interactions with Internet-based programs or documents, the system comprising:
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a processor to extract content from Internet server traffic according to predefined rules, associate extracted content with a user'"'"'s Internet interaction, index the user'"'"'s Internet interaction, and analyze the user'"'"'s Internet interaction to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user'"'"'s Internet interaction; and a storage device to store the user'"'"'s Internet interaction. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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Specification