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Method and system for communicating between users of a productivity tracking system

  • US 5,970,468 A
  • Filed: 11/05/1997
  • Issued: 10/19/1999
  • Est. Priority Date: 11/05/1997
  • Status: Expired due to Term
First Claim
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1. A method in a networked computer system for facilitating communication between technical support specialists in a call center environment, the computer system having a first computer and a second computer, each computer system having an internet protocol address, the method comprising:

  • displaying on a first display device a form for tracking time of a first technical support specialist and a communications selector;

    in response to selection of the communications selector receiving identification of a second technical support specialist; and

    sending to the internet protocol address of the second computer a request to communicate with the first technical support specialist;

    displaying on a second display device a form for tracking time of a second technical support specialists;

    receiving the request sent by the first computer system;

    displaying on the second display device a communications window containing information that the first technical support specialist has requested to communicate with the second technical support specialist;

    receiving an approval from the second technical support specialist to communicate with the first technical support specialist; and

    sending a notification of the received approval to the internet protocol address of the first computerwhereby the first technical support specialist communicates with the second technical support specialist by inputting a message to the first computer which is sent for display on the second display device and whereby the second technical support specialist communicates with first technical support specialist by inputting a message to the second computer which is sent for display on the first display device and whereby productivity information is entered using the displayed forms.

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