TRACKING ENGAGEMENT OF MULTITASKING USERS WITH AN ONLINE APPLICATION

• US 20180091652A1
• Filed: 09/29/2016
• Published: 03/29/2018
• Est. Priority Date: 09/29/2016
• Status: Abandoned Application

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Lakdawala, Noman Juzar, Fumai, Kendra Nicole, LINTNER, Andrew
• Application Number:
  US15/280,958
• Publication Number:
  US 20180091652A1
• Time in Patent Office: Days
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

Systems and methods for tracking engagement with an online application while multi-task among assignments are disclosed. The technology tracks time an agent actively spends on each work item by tracking how long the tab is in-focus in the service console. Agents log in, and work may be routed to them, based on their capacity. After the agent accepts the work items, the system tracks the time the agent stays on each open work tab. Each time the agent switches to a different tab, or back and forth, the time count stops for the previous tab and starts counting for the current tab. When the agent closes the tab, the total active time spent on the related tab is saved along with the agent'"'"'s work record. If an agent logs out, the active time is saved for all of their open work tabs and subtabs.

Claims

1. A method of tracking user engagement with an online application while the user is multi-tasking among assignments, including:

causing display of a user console within a browser that interacts with an online application and supports agent interaction with multiple concurrent active assignments in separate panels within the user console;

tracking interaction of the agent with respective assignments among the multiple concurrent active assignments within the user console by tracking which of the panels, if any, is currently active; and

consolidating periods of agent interaction with the respective assignments, between assigning to and closing out the respective assignments.

2. The method of claim 1, further including:

causing display of multiple user panels on user consoles for multiple agents;

tracking multiple agents'"'"' interaction with a respective assignment based on which of the multiple agents'"'"' panels are active; and

consolidating the periods of agent interaction for a particular assignment, across agents and user consoles.

3. The method of claim 1, further including tracking the agent interaction with the respective assignments based on at least one of an active tab, active subtab or window.

4. The method of claim 1, further including tracking context of the agent interaction with data objects that implement the respective assignments.

5. The method of claim 1, further including preserving results of the tracking in a local persistent memory between updates from the user console to the online application.

6. The method of claim 5, further including recovering from an ungraceful browser session termination by detecting restart of the user console, retrieving tracking results in the local persistent memory, and adding the retrieved tracking results to a buffer for transmission of an update from the user console to the online application.

7. The method of claim 5, further including recovering from a graceful browser session termination without logout by detecting a session termination event, forwarding tracking results to a buffer as an update from the user console to the online application, and marking local persistent memory to indicate that tracking results have been forwarded to the online application.

8. The method of claim 1, further including tracking user interaction with computer resources outside a user console and outside the browser by querying an operating system under which the user console runs to obtain an identity of an application outside the browser, with which the user is interacting.

9. The method of claim 1, further including causing display of a graphical representation, for one or more users, of a timeline of active tasks with graphical representations of overlapping active periods and durations of focus during the overlapping active periods.

10. The method of claim 1, further including the online application storing reported tracking results in data objects within a system that provides tools for analysis of user engagement.

11. The method of claim 10, further including providing the data objects and data consolidating periods of agent interaction for a particular assignment, across agents and user consoles, for further processing by other applications.

12. A system of tracking user engagement with an online application while the user is multi-tasking among assignments in a large, distributed service center, the system including:

a processor, memory coupled to the processor, and computer instructions loaded into the memory that, when executed, cause the processor to implement a process that includes;

causing display of a user console within a browser that interacts with an online application and supports agent interaction with multiple concurrent active assignments in separate panels within the user console;

tracking interaction of the agent with respective assignments among the multiple concurrent active assignments within the user console by tracking which of the panels, if any, is currently active; and

consolidating periods of agent interaction with the respective assignments, between assigning to and closing out the respective assignments.

13. The system of claim 12, further including:

causing display of multiple user consoles for multiple agents;

tracking multiple agents'"'"' interaction with a respective assignment based on which of the multiple agents'"'"' panels are active; and

consolidating the periods of agent interaction for a particular assignment, across agents and user consoles.

14. The system of claim 12, further including tracking the agent interaction with the respective assignments based on at least one of an active tab or window.

15. The system of claim 12, further including tracking context of the agent interaction with data objects that implement the respective assignments.

16. The system of claim 12, further including preserving results of the tracking in a local persistent memory between updates from the user console to the online application.

17. The system of claim 16, further including recovering from an ungraceful browser session termination by detecting restart of the user console, retrieving tracking results in the local persistent memory, and adding the retrieved tracking results to a buffer for transmission of an update from the user console to the online application.

18. The system of claim 16, further including recovering from a graceful browser session termination without logout by detecting a session termination event, forwarding tracking results to a buffer as an update from the user console to the online application, and marking local persistent memory to indicate that tracking results have been forwarded to the online application.

19. The system of claim 12, further including tracking user interaction with computer resources outside a user console and outside the browser by querying an operating system under which the user console runs to obtain an identity of an application outside the browser, with which the user is interacting.

20. A tangible computer readable storage medium loaded with computer instructions that, when executed, cause a computer system to perform actions that track user engagement with an online application while the user is multi-tasking among assignments, the actions including:

causing display of a user console within a browser that interacts with an online application and supports agent interaction with multiple concurrent active assignments in separate panels within the user console;

tracking interaction of the agent with respective assignments among the multiple concurrent active assignments within the user console by tracking which of the panels, if any, is currently active; and

consolidating periods of agent interaction with the respective assignments, between assigning to and closing out the respective assignments.

21. A tangible computer readable storage medium of claim 20, further including:

causing display of multiple user consoles for multiple agents;

tracking multiple agents'"'"' interaction with a respective assignment based on which of the multiple agents'"'"' panels are active; and

consolidating the periods of agent interaction for a particular assignment, across agents and user consoles.

22. The tangible computer readable storage medium of claim 20, further including tracking the agent interaction with the respective assignments based on at least one of an active tab or window.

23. The tangible computer readable storage medium of claim 20, further including causing display of a graphical representation, for one or more users, of a timeline of active tasks with graphical representations of overlapping active periods and durations of focus during the overlapping active periods.

24. The tangible computer readable storage medium of claim 20, further including tracking context of the agent interaction with data objects that implement the respective assignments.

25. The tangible computer readable storage medium of claim 20, further including the online application storing reported tracking results in data objects within a system that provides tools for analysis of user engagement.