Aspect Software, Incorporated

Concerto Software, Inc

Robert Stent

W James Gillis

B Scott Smith

Malcom B Strandberg

Anthony Curreri

Saeed Contractor

John Cambray

A method and apparatus are provided for monitoring activities of a plurality of agents servicing a plurality of calls for an organization. The method includes the steps of monitoring a plurality of applications on a terminal of an agent of the plurality of agents, detecting selection of an application of the plurality of applications, identifying a call associated with the selected application of the plurality of calls and saving a time of selection and an identifier of the application in a respective file or database of the identified call for future retrieval.

Method for reporting activity of multi-appearance call-center agent

A web browser based client workstation receives web browser based information and displays the web browser based information in a web page browser format. The web browser based information may include operation critical application information which is interactively displayed and utilized to perform an operation critical application from the client workstation. The operation critical application may include a telephony application. The web browser based client workstation may include a script wizard for allowing a user to generate non-proprietary, industry standard, active objects to handle one or more applications. The client workstation may also include at least one host connection active object to handle information exchange between the web browser based client workstation and a host computer/database. Persistent data to be utilized by the client workstation may be stored within the workstation for later reuse without access to a server computer. The client workstation may execute HTML code which may be generated on the client workstation for control of an application by the workstation. The client workstation may also include web browser based scripting information for providing one or more script pages which can be logically related and called one after the other based upon an answer or response to a predetermined message text on a previous script page. The client workstation may be coupled to a server computer which includes at least one proxy server. The proxy server facilitates access to data external to the server computer. Data from multiple sources can be requested through the proxy server and displayed generally simultaneously on one web page of the web browser based client workstation.

Browser user inter face for client workstation

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Westford, MA, United States of America

Robert Stent