Monitoring Servlet for Email Agent Activity Tracking
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Solution Overview
Problem
Current automatic contact distributors lack the flexibility to effectively track the activity of remotely located agents, particularly in managing and monitoring email responses.
Innovation Solution
A method and apparatus that involves downloading a monitoring servlet to agents, which automatically measures and reports the elapsed time spent on emails, enabling better tracking and reporting of agent activity.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If ACDs process contacts through the Internet to expand functionality, then versatility is improved, but the ability to track agent activity deteriorates
Solution Approach 1:
A monitoring servlet is introduced as an intermediary component that runs on the agent's terminal and mediates between the agent's email client and the ACD system. This servlet captures agent activity data (time spent on emails, responses sent) and transmits it back to the ACD, enabling tracking without interfering with the agent's normal workflow or requiring complex client-side software installations.
2Productivity
If ACDs distribute calls to agents based on workload criteria, then productivity is improved, but the ability to monitor individual agent performance deteriorates
Solution Approach 1:
The monitoring servlet continuously collects agent activity data and feeds it back to the ACD system via HTTP requests. This feedback mechanism enables the ACD to track individual agent performance metrics (time spent on emails, number of responses, response timing) while maintaining the existing workload-based distribution logic. The feedback loop allows for performance monitoring without altering the productive call distribution mechanism.
Data Source
AI summary
A method and apparatus are provided for monitoring a time that an agent of an organization spends responding to an e-mail directed to the organization. The method includes the steps of downloading the e-mail and a monitoring servlet to the agent of the organization and the servlet automatically measuring and reporting to a server of the organization an elapsed time that the agent spends on the e-mail.