Method and apparatus for monitoring information access

• US 6,256,620 B1
• Filed: 01/16/1998
• Issued: 07/03/2001
• Est. Priority Date: 01/16/1998
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Dilip, Venkatachari, Jawahar, Janardhanan
• Primary Examiner(s): Choules, Jack
• Assistant Examiner(s): LEWIS, CHERYL RENEA
• Application Number:
  US09/008,523
• Time in Patent Office: 1,264 Days
• Field of Search: 707/2, 707/10, 707/104, 709/224, 709/223, 709/203, 345/338, 345/336
• US Class Current: 1/1
• CPC Class Codes: G06F 11/323 Visualisation of programs or trace data
• CPC Class Codes: G06F 11/3495 for systems
• CPC Class Codes: G06F 16/954 Navigation, e.g. using categorised browsing
• CPC Class Codes: G06F 2201/87 Monitoring of transactions
• CPC Class Codes: G06F 2201/875 Monitoring of systems including the internet
• CPC Class Codes: Y10S 707/99932 Access augmentation or optimizing
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing

Abstract

A system is described for monitoring information access. The system provides an access monitoring application to an information accessing system. The access monitoring application monitors information accessed by the information accessing system. Data is received from the information accessing system which identifies the information accessed by the information accessing system. The information accessing system may use a web browser application to access information stored in web pages and the access monitoring application may monitor web pages accessed by the web browser application. The system terminates the monitoring of information access if the information accessing system stops accessing information.

Claims

1. A method of providing information access data from an information accessing system to a remote server system via a network, the method comprising:

responsive to an access request by the information accessing system for information stored by the server system, providing an access monitoring application from the server system to the information accessing system, via the network, wherein the access monitoring application monitors information accessed by the information accessing system to generate information access data that indicates subject matter of the accessed information;

receiving the information access data at the server system from the information accessing system via the network, wherein the information access data identifies the subject matter of the accessed information accessed by the information accessing system;

causing display of a user-selectable assistance indicia on a display device associated with the information accessing system; and

responsive to user selection of the assistance indicia by a user, selecting an agent to provide assistance to the user based on the subject matter of the accessed information.

2. The method of claim 1 wherein the information accessing system uses a web browser application to access the accessed information stored as web pages.

3. The method of claim 2 wherein the access monitoring application monitors web pages accessed by the web browser application.

4. The method of claim 1 further including recording the information access data that identifies the subject matter of the accessed information wherein the information access data is recorded on the information accessing system.

5. The method of claim 1 further including terminating the monitoring of information access by the access monitoring application if the information accessing system stops accessing the information stored by the server system.

6. A method of monitoring web page access via a web browser of web pages stored by a server system, the method comprising:

responsive to an access request by the web browser for access to a web page stored by the server system, providing an access monitoring application from the server system to a web browser via a network, wherein the access monitoring application is executed by the web browser, and wherein the access monitoring application monitors web pages accessed by the web browser; and

receiving data at the server system from the access monitoring application via the network, wherein the received data identifies web pages accessed by the web browser wherein the access monitoring application determines whether a first web page includes a tag indicating that the first web page is to be monitored and only monitors the first web page if the first web page includes the tag.

7. The method of claim 6 further including recording, at client system hosting the web browser, the data that identifies the web pages, stored by the server system, accessed by the web browser.

8. The method of claim 6 further including terminating the monitoring of the web pages accessed if the web browser stops accessing the web pages stored on the server system.

9. A method of selectively displaying an assistance icon, the method comprising:

responsive to an access request by an information accessing system for information stored by a server system, providing an access monitoring application from the server system to the information accessing system via a network, wherein the access monitoring application monitors information accessed by the information accessing system and generates access data;

receiving the access data at the server system from the information accessing system, wherein the access data identifies the information accessed by the information accessing system and access characteristics of accesses to the information by the accessing system; and

causing display of an assistance icon on a display device associated with the information accessing system based on the access data,

wherein the server system detects exceeding of an access threshold as indicated by the access characteristics identified by the access data and causes the display of the assistance icon responsive to the detection of the exceeding of the access threshold.

10. The method of claim 9 wherein the server system causes the display of the assistance icon if the information accessing system has been accessing information stored by the server system for a predetermined period of time.

11. The method of claim 9 wherein the server system causes the display of the assistance icon if the information accessing system has accessed a particular number of information sets.

12. The method of claim 9 wherein the server system causes the display of the assistance icon if the information accessing system has been repeatedly accessing at least two information sets.

13. The method of claim 9 wherein the server system causes the display of the assistance icon if the information accessing system identifies a predetermined pattern of web page accesses.