The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Nov. 19, 2013
Filed:
Jan. 17, 2008
Robert Stent, Westford, MA (US);
W. James Gillis, Andover, MA (US);
Saeed Contractor, Pembroke Pines, FL (US);
Robert Stent, Westford, MA (US);
W. James Gillis, Andover, MA (US);
Saeed Contractor, Pembroke Pines, FL (US);
Aspect Software, Inc., Chelmsford, MA (US);
Abstract
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.