Method and apparatus of tracking time worked in a multi-tasking environment

Patent metadata

Field	Value
Publication number	US-9852383-B2
Application number	US-91533810-A
Country	US
Kind code	B2
Filing date	Oct 29, 2010
Priority date	Oct 29, 2010
Publication date	Dec 26, 2017
Grant date	Dec 26, 2017

Abstract

A method and apparatus of maintaining time information for a multi-tasking customer service agent is disclosed. One example method of operation may include maintaining time information allocated to a plurality of tasks. The method may include receiving a first task and starting a first timer at a computing device corresponding to the beginning of work performed on the first task. The method may also include receiving a second task and starting a second timer different from the first timer, which corresponds to the beginning of work performed on the second task. The method may further include transferring a total time allocation record representing a total time counted by the first timer and a total time counted by the second timer to a data record stored in memory, wherein the data record associates the total time counted by the first timer with a corresponding task, and associates the total time counted by the second timer with a different corresponding task.

First claim

What is claimed is:

1. A method of maintaining time information allocated to a plurality of tasks initiated during a live call, the method comprising:
receiving a first task associated with a first call and starting a first timer at a computing device corresponding to the beginning of work performed on the first task, the first timer being started automatically responsive to a customer call device being connected with a live agent call processing device;
receiving a second call and placing the second call in a queue while the first timer is operating;
receiving a second task associated with the second call in the queue and starting a second timer different from the first timer, which corresponds to the beginning of work performed on the second task, the second timer being started responsive to the second task being initiated by the live agent's call processing device, and wherein the second timer starting automatically pauses the first timer;
displaying a first visual indicator in a user interface of the live agent call processing device corresponding to the first call and displaying a second visual indicator in the user interface of the live agent call processing device corresponding to the second call;
operating both the first timer and the second timer simultaneously and automatically ending the first timer via the agent call processing device when the first task is completed and automatically ending the second timer via the agent call processing device when the second task is completed; and
automatically transferring a total time allocation record representing a total time counted by the first timer and a total time counted by the second timer to a data record stored in memory of the agent's call processing device, wherein the data record associates the total time counted by the first timer with the first task, and associates the total time counted by the second timer with the second task.

2. The method of claim 1 , further comprising:
receiving a third task and starting a third timer that is different from the first timer and the second timer, the third timer corresponding to the beginning of work performed on the third task.

3. The method of claim 2 , further comprising:
assigning the first task a first color indicator;
assigning the second task a second color indicator different from the first color indicator; and
assigning the third task a third color indicator different from the first color indicator and the second color indicator.

4. The method of claim 2 , wherein the first task, the second task and the third task are received as at least one of a phone call, an email, and a text message.

5. The method of claim 1 , further comprising:
resuming the first timer when the second task is completed.

6. An apparatus configured to maintain time information allocated to a plurality of tasks initiated during a live call, the apparatus comprising:
a receiver configured to receive a first call associated with a first task and a second call associated with a second task;
a processor configured to
start a first timer corresponding to the beginning of work performed on the first task, and wherein the second call is placed in the queue while the first timer is operating,
start a second timer different from the first timer, which corresponds to the beginning of work performed on the second task, the first timer being started automatically responsive to a customer call device being connected with a live agent call processing device, the second timer being started responsive to the second task being initiated by the live agent's call processing device, and wherein the second timer starting automatically pauses the first timer,
a display comprising a user interface which receives and displays a first visual indicator corresponding to the first call and displays a second visual indicator in the user interface corresponding to the second call;
operate both the first timer and the second timer simultaneously and automatically end the first timer via the agent call processing device when the first task is completed and automatically ending the second timer via the agent call processing device when the second task is completed; and
a transmitter configured to automatically transfer a total time allocation record representing a total time counted by the first timer and a total time counted by the second timer to a data record stored in memory of the agent's call processing device, wherein the data record associates the total time counted by the first timer with the first task, and associates the total time counted by the second timer with the second task.

7. The apparatus of claim 6 , wherein a third task is received and a third timer is started that is different from the first timer and the second timer, the third timer corresponding to the beginning of work performed on the third task.

8. The apparatus of claim 7 , wherein the first task is assigned a first color indicator, the second task is assigned a second color indicator different from the first color indicator, and the third task is assigned a third color indicator different from the first color indicator and the second color indicator.

9. The apparatus of claim 7 , wherein the first task, the second task and the third task are received as at least one of a phone call, an email, and a text message.

10. A non-transitory computer readable storage medium comprising instructions that when executed cause a processor perform maintaining time information allocated to a plurality of tasks initiated during a live call, the processor being further configured to perform:
receiving a first task associated with a first call and starting a first timer at a computing device corresponding to the beginning of work performed on the first task, the first timer being started automatically responsive to a customer call device being connected with a live agent call processing device;
receiving a second call and placing the second call in a queue while the first timer is operating;
receiving a second task associated with the second call in the queue and starting a second timer different from the first timer, which corresponds to the beginning of work performed on the second task, the second timer being started responsive to the second task being initiated by the live agent's call processing device, and wherein the second timer starting automatically pauses the first timer;
displaying a first visual indicator in a user interface of the live agent call processing device corresponding to the first call and displaying a second visual indicator in the user interface of the live agent call processing device corresponding to the second call;
operating both the first timer and the second timer simultaneously and automatically ending the first timer via the agent call processing device when the first task is completed and automatically ending the second timer via the agent call processing device when the second task is completed; and
automatically transferring a total time allocation record representing a total time counted by the first timer and a total time counted by the second timer to a data record stored in memory of the agent's call processing device, wherein the data record associates the total time counted by the first timer with the first task, and associates the total time counted by the second timer with the second task.

11. The non-transitory computer readable medium of claim 10 , wherein the processor is further configured to perform:
receiving a third task and starting a third timer that is different from the first timer and the second timer, the third timer corresponding to the beginning of work performed on the third task.

12.

Assignees

• Sutherland Mark James
• Kaseya Ltd

Inventors

• Sutherland Mark James

Classifications

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• G06Q10/06 Primary

  Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling · CPC title

• H04M2201/12

  Counting circuits · CPC title