Abstract: The invention relates to various solutions to the challenges of supporting call centers and networks having a plurality of network connected agents or employees. According to one aspect, the invention manages agent authentication, including hiding the authentication methods (e.g., username and password) from the agent. According to another aspect, the invention provides information bridging, such as entering previously-collected information in carrier site pages. According to yet another aspect, the invention provides scripting, such as performing agency-specific scripting and guidance. According to still another aspect, the invention restricts agents from visiting non-approved sites. According to yet another aspect, the invention monitors and logs data fields of particular interest.

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.