| abstract |
A method and process according to the invention supports at least two distinct activities. A first activity relates to system analysis—the ability to collect, measure, track, monitor and report on health and performance of individual systems within a complex environment of highly interdependent and/or loosely coupled systems. Another activity relates to customer experience tracking—the ability to capture and track an entire customer's experience as that person interacts with multiple technologies such as a web site, telephony system and a set of agent tools. According some aspects, a system according to the invention provides the backbone for monitoring production systems and for enabling integrated, real-time reporting of a company (e.g. insurance agency) website, telephony system and agent desktop suite. In one example, the system uses specialized probes embedded in key processes to collect extensive, targeted information in a non-intrusive manner and to relay that information back to a centralized service for processing and further analysis. The key pieces of captured information are known as checkpoints. |