Prediction of threshold exceptions based on real time operating information
US8175254B2 · kind B2 · utility
8Cited by
5References
20Claims
0Family size
Assignee
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Key dates
| Filing date | Apr 23, 2009 |
| Grant date | May 8, 2012 |
| Priority date | — |
| Expiry date | Sep 2, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L43/16
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.