Managing statistical information in a contact center
US7912209B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 21, 2005 |
| Grant date | Mar 22, 2011 |
| Priority date | — |
| Expiry date | Nov 12, 2029 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/10
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Statistics relating to the operation of physical, logical and software components of a contact center are generated by or on behalf of the components themselves rather than by a statistics engine based on event notifications from the components. In this way, the locally generated statistical information can be communicated as part of presence information for such components. By subscribing to a presence service for presence information for the components of interest, a statistics service can collect the locally produced statistics coming from each component. This provides a less centralised, more dynamic and adaptable way of managing statistical information in a contact center and provides in addition alternative methods of generating alarms and alerts.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.