System and method for tracking web interactions with real time analytics

  • US 8,976,955 B2
  • Filed: 11/28/2011
  • Issued: 03/10/2015
  • Est. Priority Date: 11/28/2011
  • Status: Expired
First Claim
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1. A method for monitoring a user'"'"'s interactions with Internet-based programs or documents, the method comprising:

  • extracting content from Internet server traffic according to predefined rules;

    associating the extracted content with one or more of a user'"'"'s Internet interaction sessions;

    storing and indexing the user'"'"'s Internet interaction sessions;

    automatically comparing, by a web analyzer using a processor, one or more of the user'"'"'s Internet interaction sessions to one or more modeled sessions to generate a recommendation of one or more future session paths from the modeled sessions for guiding the user'"'"'s Internet interactions; and

    providing the recommendation of the future session paths from the modeled sessions on screen to a contact center agent while the contact center agent is communicating with said user during a telephone call initiated by the user between the agent and the user.

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