Patent US 6,735,574

A method and system for tracking the productivity of technical support specialists in a call center using a client/server configuration. The system comprises a client component and a server component. The client component displays on a display device a form for entry of normal activity and exceptions to normal activity. The client component receives from the technical support specialist indications of normal activity and exceptions. Each indication of an exception includes its type and its length. The client component then requests the server component to record information relating to normal activity and exceptions. When the server component receives the request to record the information, the server component stores the information in a database. The system also provides a reporting component for generating reports to analyze the information stored in the database.