Method and system for tracking employee productivity via electronic mail
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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-
Oct 31, 2000
Grant Date -
N/A
app pub date -
Oct 22, 1997
filing date -
Oct 22, 1997
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A method and system in a computer system for tracking the productivity of technical support specialists in a call center environment. The system displays on a display device a form for entry of normal activity and exceptions to normal activity. The system receives from the technical support specialist indications of normal activity and exceptions. Each indication of an exception includes its type and its length. The system stores indications of the normal activity and exceptions. Upon receiving a request to transmit an exception report, the system retrieves the stored indications and formats the stored indications into an electronic mail message. The system then presents the formatted electronic mail message to the technical support specialist so that modifications to formatted electronic mail message can be made. Finally, the system sends the electronic mail message to a central location so that electronic mail messages from multiple technical support specialists can be collected and processed.
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Family
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Cited Art Landscape
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