Multi-Task Time Tracking via Segmented Timers
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Solution Overview
Problem
In multi-tasking environments, such as technical support services, accurately tracking time spent on multiple tasks and customers is challenging and prone to human error, which affects productivity monitoring and billing accuracy.
Innovation Solution
A method and apparatus that utilize multiple timers on a computing device to track time allocated to each task, allowing for easy association and recording of time spent on different tasks, with features for starting, pausing, and managing timers, and transferring total time records to a data storage for accurate time allocation records.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual time tracking methods are used by agents performing multiple tasks, then flexibility in task management is maintained, but accuracy of time recording deteriorates due to human error
Solution Approach 1:
The system automatically tracks time by detecting task transitions and generating time records without requiring manual intervention from agents. The computing device monitors application switching and timer state changes, automatically creating accurate time allocation records for multiple tasks simultaneously.
Solution Approach 2:
The patent replaces manual mechanical time tracking methods with an automated electronic system that uses software timers and application monitoring. This substitution eliminates human error in time recording while maintaining system flexibility through programmable timer management.
2Productivity
If agents focus on single tasks sequentially, then time tracking accuracy is improved, but productivity deteriorates due to inability to handle multiple customers simultaneously
Solution Approach 1:
The system divides time tracking into separate timers for each task or customer, allowing agents to manage multiple tasks simultaneously. Each timer independently tracks time allocation, and the system segments time records by task identifier, enabling accurate tracking even during multi-tasking operations.
Solution Approach 2:
The computing device performs multiple functions simultaneously: it runs multiple timers for different tasks, monitors application states, generates time records, and manages data storage. This multi-functionality enables agents to handle multiple customers while the system maintains accurate time tracking across all concurrent tasks.
3Productivity
If multiple timers are used to track multiple tasks simultaneously, then productivity is improved, but complexity of time management increases
Solution Approach 1:
The system merges multiple timer management functions into a single integrated application running on the computing device. All timers are managed through one interface, and time records from multiple tasks are consolidated into unified data structures, simplifying the management of concurrent timers while maintaining productivity benefits.
Solution Approach 2:
The system introduces an intermediary layer (the time tracking application) that mediates between multiple timers and the underlying data storage. This intermediary automatically manages timer coordination, handles task transitions, and organizes time records, reducing the operational complexity for agents while enabling efficient multi-tasking.
Data Source
AI summary
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.