Tracking user operations

• US 8,532,282 B2
• Filed: 12/31/2004
• Issued: 09/10/2013
• Est. Priority Date: 06/14/2004
• Status: Expired due to Fees

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Bracey, William M.
• Primary Examiner(s): Nguyen, Duc
• Assistant Examiner(s): GAY, SONIA L
• Application Number:
  US11/026,788
• Publication Number:
  US 20050278630A1
• Time in Patent Office: 3,175 Days
• Field of Search: 709/224, 717/143, 379/265.02, 379/265.06, 379/88.19, 706/45, 726/22
• US Class Current: 379/265.06
• CPC Class Codes: G06F 11/3419 by assessing time
• CPC Class Codes: G06F 11/3438 monitoring of user actions tracking the activity of the user H04L67/535
• CPC Class Codes: G06F 11/3476 Data logging G06F11/14, G06F11/2205 take precedence
• CPC Class Codes: G06F 2201/86 Event-based monitoring
• CPC Class Codes: G06F 2201/875 Monitoring of systems including the internet
• CPC Class Codes: G06Q 10/00 Administration; Management

Abstract

Embodiments of the present disclosure provide systems and methods for capturing user interface operations. Briefly described, in architecture, one embodiment of the system, among others, includes logic configured to monitor an operation performed by an application interface; logic configured to determine whether the operation is at least one milestone event that is to be saved, wherein the at least one milestone event is a user-interface operation for a process in a particular field of operation; and logic configured to save milestone event information from a user, the information including identification of the user performing the operation and a computer application that was being accessed by the user for the process. Other systems and methods are also included.

Claims

1. A system for capturing user interface operations, comprising:

a processor; and

memory for storing code that when executed causes the processor to perform operations, the operations comprising;

receiving a call from a calling customer that begins a call session;

monitoring events input to a graphical user interface by a user during the call session;

timestamping receipt of each one of the events;

determining whether each one of the events is a milestone event that is to be saved, wherein the milestone event is a user-interface operation for a process in a call center;

saving the milestone event in a collection;

associating the milestone event with the calling customer, with an identification of the user, identification of a computer application that was being accessed by the user for the process, an amount of time spent in the computer application during the call session, a number of computer application instances launched during the call session, and a timestamp of the receipt of the milestone event; and

receiving a first input from the user to open a new session and terminating the call in response to receiving a second input from the user to close the call session, wherein the first input fails to power up the processor and the second input fails to power down the processor, wherein the milestone event is saved and placed in the collection for the call session after termination of the call.

2. The system of claim 1, wherein the operations further comprise compiling the milestone event from a plurality of users.

3. The system of claim 1, wherein the milestone event is customized according to business department.

4. The system of claim 1, wherein the operations further comprise training the user based on the milestone event.

5. The system of claim 1, wherein the milestone event describes an amount of time that the call session is active.

6. The system of claim 1, wherein the milestone event comprises an amount of time that an application window is opened.

7. A method for capturing user interface operations, comprising:

receiving a call to a call center from a calling customer that begins a call session;

monitoring events by a processor that are input to a graphical user interface by a user during the call session;

timestamping receipt of each one of the events;

determining by the processor whether each one of the events is a milestone event that is to be saved, wherein the milestone event is a user-interface operation for a process in the call center;

saving the milestone event in a collection in memory;

associating the milestone event with the calling customer, with an identification of the user, identification of a computer application that was being accessed by the user for the process, an amount of time spent in the computer application during the call session, a number of computer application instances launched during the call session, and a timestamp of the receipt of the milestone event; and

receiving a first input from the user to open a new session and terminating the call in response to receiving a second input from the user to close the call session, wherein the first input fails to power up the processor and the second input fails to power down the processor, wherein the milestone event is saved and placed in the collection for the call session after termination of the call.

8. The method of claim 7, further comprising periodically compiling milestone events for a plurality of users.

9. The method of claim 7, further comprising analyzing stored milestone events to determine if the user needs additional training.

10. The method of claim 7, further comprising:

specifying different user operations that qualify as the milestone event; and

tracking milestone events according to business department.

11. The method of claim 7, further comprising monitoring an amount of time that the user is active within the call session.

12. The method of claim 7, further comprising monitoring an amount of time that an application window is opened during the call session.

13. A computer readable memory storing a program that when executed by a processor causes the processor to perform operations, the operations comprising:

receiving a call to a call center from a calling customer that begins a call session;

monitoring events input to a graphical user interface by a user during the call session;

timestamping receipt of each one of the events;

determining whether each one of the events is a milestone event that is to be saved, wherein the milestone event is a user-interface operation for a process in the call center;

saving the milestone event in a collection;

associating the milestone event with the calling customer, with an identification of the user, identification of a computer application that was being accessed by the user for the process, an amount of time spent in the computer application during the call session, a number of computer application instances launched during the call session, and a timestamp of the receipt of the milestone event; and

receiving a first input from the user to open a new session and terminating the call in response to receiving a second input from the user to close the call session, wherein the first input fails to power up the processor and the second input fails to power down the processor, wherein the milestone event is saved and placed in the collection for the call session after termination of the call.

14. The computer readable memory of claim 13, wherein the operations further comprise:

periodically compiling milestone events for a plurality of users; and

specifying different user operations that qualify as the milestone events.