Abstract: In a computer network environment, a content-based session request issued by a search engine agent is modified to enable the search engine to index information from a server to maintain a state connection where the search engine agent cannot maintain session identification. The content-based session request is modified by a header intermediary module which then directs the request to target servers. The response from the web server is again modified by the header intermediary module prior to being sent to the client that issued the request. It is emphasized that this abstract is provided to comply with the rules requiring an abstract which will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or the meaning of the claims.

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.

Abstract: A method for using a computer system to develop an application program and a method for collecting information from an end-user are disclosed. The method for developing the application program includes the steps of defining a set of discrete program constructs, a data dictionary wherein data elements are associated with at least one of the constructs, and a standardized interaction between the constructs. The constructs can be assembled, without the use of a programming language, into a sequence to form the application program. The standardized interaction is based in part on a position of the construct in the sequence. Multiple unique application programs can be constructed that share information by sharing a single data dictionary, thus allowing the construction of applications which can reduce or eliminate the need to answer the same question more than once.