Session to track actual e-mail handling time
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United States of America Patent
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May 13, 2008
Grant Date -
Sep 1, 2005
app pub date -
Feb 26, 2004
filing date -
Feb 26, 2004
priority date (Note) -
In Force
status (Latency Note)
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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.
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