Determining and displaying application usage data in a contact center environment
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United States of America Patent
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Aug 20, 2013
Grant Date -
Jan 19, 2012
app pub date -
Jul 14, 2011
filing date -
Jul 14, 2010
priority date (Note) -
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Abstract
Embodiments disclosed herein provide systems and methods for processing and displaying call state and application usage information in a contact center environment. In a particular embodiment, a method provides receiving application usage information and call state information and processing the application usage information and the call state information to determine an amount of time spent using each application of a plurality of applications by each agent of a plurality of agents during each call state of a plurality of call states. The method further provides generating a representation of the amount of time spent using at least one of the plurality of applications by at least one of the plurality of agents during at least one of the plurality of call states.
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