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

• Current Assignee: Hoyt A Fleming, Mei California, Inc. (Micron Technology, Inc.)
• Original Assignee: Micro Electronics Incorporated
• Inventors: Bull, Jeffrey A.
• Primary Examiner(s): MacDonald, Allen R.
• Assistant Examiner(s): CAUDLE, PENNY L
• Application Number:
  US08/964,937
• Time in Patent Office: 713 Days
• Field of Search: 705/11, 705/32, 705/1, 364/143, 368/10, 395/200.57, 395/200.33, 395/200.34, 395/200.36, 395/200.47
• US Class Current: 705/7.13
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/1091 Recording time for administrative or management purposes

Abstract

A method and system for facilitating communications between technical support specialists in a call center environment. Under control of a first computer, the system displays on a display device a form for tracking time of a technical support specialist. The system then receives a request to communicate with a second technical support specialist and sends to an internet protocol address of the second computer request to communicate with the first technical support specialist. At the second computer system, the system displays on a second display device a form for tracking time of the second technical support specialist. In response to receiving a request sent by the first computer system, the second system displays on the second display device a window informing the second technical support specialist that the first technical support specialist has requested to communicate. In response to receiving an approval from the second technical support specialist to communicate with the first technical support specialist, the second system sends a notification of the received approval to the internet protocol address of the first computer. The first technical support specialist can then communicate with the second technical support specialist by inputting data to the first computer which is transmitted for display on the second computer, and the second technical support specialist communicates with the first technical support specialist by inputting data to the second computer which is transmitted for display on the first display device.

Claims

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 computer

whereby 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.

2. The method of claim 1 wherein the communications selector is an icon.

3. The method of claim 1 wherein the receiving of the identification includes displaying the identification of technical support specialists to whom the first technical support specialist can communicate.

4. A method for facilitating communication between representatives in a call center environment using a productivity tracking system, each representative having a computer system, the method comprising:

displaying on a display device of the computer system of a first representative a form for tracking productivity of the first representative and a communications selector;

in response to selection of the communications selector, receiving identification of a second representative;

sending to the computer system of the second representative a request to communicate with the first representative;

receiving approval from the second representative to communicate with the first representative;

receiving a communication from the first representative;

sending the communication received from the first representative to the second representative;

receiving a communication from the second representative; and

displaying on the display device of the computer system of the first representative the communication received from the second representative.

5. The method of claim 4 wherein the computer systems are connected via a local area network, wherein each computer system has an internet protocol address, and wherein the sending of the communication includes sending of the internet protocol address of the computer system of the second representative.

6. The method of claim 4 wherein the form for tracking time is part of a client/server productivity tracking system.

7. The method of claim 4 wherein the form for tracking time is part of an electronic mail message based productivity tracking system.

8. The method of claim 4 including displaying a communications window after receiving the identification of the second representative and displaying communications received from the second representative in the displayed communications window.

9. The method of claim 4 including displaying a communications window after receiving the identification of the second representative is received and when the communication from the second representative indicates that communications is disapproved, removing the displayed communications window.

10. A method for facilitating communication between representatives in a call center environment, each representative having a computer system, the method comprising:

displaying on a display device of the computer system of a first representative a form for receiving time information of the first representative;

receiving through the displayed form time information of the first representative;

receiving a request from a second representative to communicate with the first representative;

suspending the receiving of the time information and displaying on the display device of the first representative a communications window indicating that the request has been received;

receiving a communication from the first representative;

sending the communication received from the first representative to the second representative;

receiving a communication from the second representative; and

displaying within the displayed communications window the communication received from the second representative.

11. The method of claim 10 wherein the computer systems are connected via a local area network, wherein each computer system has an internet protocol address, and wherein the sending of the communication includes sending of the internet protocol address of the computer system of the second representative.

12. The method of claim 10 wherein the form for receiving time information is part of a client/server productivity tracking system.

13. The method of claim 10 wherein the form for receiving time information is part of an electronic mail message based productivity tracking system.

14. The method of claim 10 including removing the displayed communications window when the first representative indicates that the communications is terminated.

15. The method of claim 10 including removing the displayed communications window when the received communications from the second representative indicates that the communications is terminated.

16. A communications system for communicating between representatives, each representative having a computer system, comprising:

a productivity tracking component that displays on a display device of the computer system of a first representative a form for tracking productivity of the first representative and a communications selector; and

a communications component that includes an establish communications component that after selection of the communications selector, receives an identification of a second representative, displays a communications window, sends to the computer system of the second representative a request to communicate with the first representative, and receives approval from the second representative to communicate with the first representative, and includes a conduct communication component that receives a communication from the first representative, sends the communication received from the first representative to the second representative, receives a communication from the second representative, and displays on the display device of the computer system of the first representative the communication received from the second representative.

17. The system of claim 16 wherein the computer systems are connected via a local area network, wherein each computer system has an internet protocol address, and wherein the sending of the communication includes sending of the internet protocol address of the computer system of the second representative.

18. The system of claim 16 wherein the productivity tracking component is client/server based.

19. The system of claim 16 wherein the productivity tracking component is electronic mail message based.

20. The system of claim 16 wherein the conduct communication component displays a communications window after receiving the identification of the second representative and displaying the communication received from the second representative in the displayed window.

21. The system of claim 16 wherein the conduct communication component displays a communications window after receiving the identification of the second representative is received and when the communication from the second representative indicates that the communication is disapproved, removes the displayed communications window.

22. A computer-readable medium containing instructions which when executed cause a computer system to facilitate communications between representatives, each representative having a computer system, by:

displaying on a display device of the computer system of a first representative a form for receiving time information of the first representative;

receiving through the displayed form time information of the first representative;

receiving a request from a second representative to communicate with the first representative;

suspending the receiving of the time information and displaying on the display device of the first representative a communications window indicating that the request has been received; and

conducting a communication between the first and second representatives.

23. The computer-readable medium of claim 22 wherein the computer systems are connected via a local area network, wherein each computer system has an internet protocol address, and wherein the sending of communications includes sending of the internet protocol address of the computer system of the second representative.

24. The computer-readable medium of claim 22 wherein the form for tracking time is part of a client/server productivity tracking system.

25. The computer-readable medium of claim 22 wherein the form for tracking time is part of an electronic mail message based productivity tracking system.