Graphical method and system for visualizing performance levels in time-varying environment
US6782093B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Jun 27, 2001 |
| Grant date | Aug 24, 2004 |
| Priority date | — |
| Expiry date | Oct 5, 2022 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/38
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Presented is a method and system for visually depicting performance levels in a time-varying environment such as a workplace experiencing time-varied workloads. A call center is one example of such a workplace. One embodiment includes a graphical depiction with a reference time period, such as a work day, on a the horizontal axis. A vertical axis displays, for example, the length of time an incoming call must wait before being answered. As calls come into the call center a symbol is placed horizontally on the graph corresponding to the time during the reference time period that the call was received, and vertically according to the time the caller had to wait before a call center agent answered the call. Other information may also be superimposed on the graph, such as a call center service metric, and abandoned calls.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.