| 摘要 |
A method and a device for integrating customer care inquiries across different media types are provided to uniformly measure response time performance, such as response time and repair time, of a customer care agent by integrating customer inquiries to a single queue and performing time stamping across the different media types with a consistent manner. A receiver receives the customer inquiries of the different media types on packet networks like the VoIP(Voice of Internet Protocol) network. A tracker tracks the response time performance for the customer inquires in at least one queue(210). The different media types include at least two among an email, a voice mail, an instant message, or a voice call.
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