Session to track actual e-mail handling time
First Claim
1. A method of measuring a time of considering an e-mail message having information content received by an agent of an automatic contact distribution system wherein the e-mail message is opened and closed a plurality of times such method comprising the steps of:
- detecting each of the plurality of opening and closing of the e-mail received by the agent wherein each opening comprises display of the information content of the e-mail on a display of the agent for consideration of the e-mail by the agent and each closing comprises removal of the information content of the e-mail from the display of the agent;
measuring an elapsed time between each detected opening and closing of the e-mail; and
summing the measured elapsed times between the openings and closings of the e-mail to provide a cumulative total time for considering the e-mail.
24 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus are provided for measuring a time of considering an e-mail message received by an agent of an automatic contact distribution system. The method includes the steps of detecting each opening and closing of the e-mail received by the agent, measuring an elapsed time between each detected opening and closing of the e-mail and summing the measured elapsed times between the openings and closings of the e-mail to provide a cumulative total time for preparing the response to the e-mail.
14 Citations
21 Claims
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1. A method of measuring a time of considering an e-mail message having information content received by an agent of an automatic contact distribution system wherein the e-mail message is opened and closed a plurality of times such method comprising the steps of:
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detecting each of the plurality of opening and closing of the e-mail received by the agent wherein each opening comprises display of the information content of the e-mail on a display of the agent for consideration of the e-mail by the agent and each closing comprises removal of the information content of the e-mail from the display of the agent; measuring an elapsed time between each detected opening and closing of the e-mail; and summing the measured elapsed times between the openings and closings of the e-mail to provide a cumulative total time for considering the e-mail. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. An apparatus for measuring a time of considering an email message having information content received by an agent of an automatic contact distribution system wherein the e-mail message is opened and closed a plurality of times, such apparatus comprising:
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means for detecting each of the plurality of opening and closing of the e-mail received by the agent wherein each opening comprises display of the information content of the e-mail on a display of the agent and each closing comprising removal of the information content of the e-mail from the display of the agent; means for measuring an elapsed time between each detected opening and closing of the e-mail; and means for summing the measured elapsed times between the openings and closings of the e-mail to provide accumulative total time for considering the email. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. An apparatus for measuring a time of considering an e-mail message having information content received by an agent of an automatic contact distribution system, such apparatus comprising:
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a status processor adapted to detect each of a plurality of openings and closings of the e-mail received by the agent wherein each opening comprises display of the information content of the e-mail on a display of the agent and each closing comprising removal of the information content of the e-mail from the display of the agent; a timer adapted to measure an elapsed time between each detected opening and closing of the e-mail; a controller adapted to deactivate the timer between the closings and openings of the e-mail; and adder adapted to add the measured elapsed time between each detected opening and closing of the e-mail to obtain a cumulative time for considering the e-mail. - View Dependent Claims (20, 21)
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Specification