Session to track actual e-mail handling time

Details Session to track actual e-mail handling time Session to track actual e-mail handling time

2008-05-13

2008-05-13

Jean, Frantz B. (Department: 2154)

Electrical computers and digital processing systems: multicomput

Computer conferencing

Demand based messaging

C709S207000, C379S265080, C379S266070

Reexamination Certificate

active

10788231

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.

REFERENCES:
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patent: 2001/0024497 (2001-09-01), Campbell et al.
patent: 2004/0057569 (2004-03-01), Busey et al.

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