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

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.

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.