Patent application number | Description | Published |
20090030936 | Method and Apparatus for a Publish-Subscribe System with Access Controls - Methods and apparatus are disclosed for notifying one or more users of information. A list of one or more subscribable objects is provided to one or more of the users; a subscription request is received from one or more of the users based on at least one of the subscribable objects; and a determination is made as to whether a user providing a subscription request has a privilege to subscribe to the subscribable object. The list optionally comprises only subscribable objects that the user is privileged to subscribe to. Once one or more users are identified that entered a subscription that matches the notification information, a determination is made as to whether the identified users have appropriate privileges associated with the information before a notification containing the information is sent to the identified users. The appropriate privileges comprise, for example, a privilege to subscribe to an object associated with the information and a privilege to notify any subscribers and delegates associated with the notification. | 01-29-2009 |
20110228915 | Interactive Flowgraph for Analyzing Caller Utterances - A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller. | 09-22-2011 |
20110235798 | Method for Predicting Call Waiting Times - A method is provided for the production produce accurate waiting time estimates based on at least one of (i) a queue arrival rate and (ii) estimated queue length. In a first embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue arrival rate. In a second embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue length estimate. The queue length estimate is a prediction of the size of the queue at a given time instant. | 09-29-2011 |
20130254285 | METHOD AND APPARATUS FOR A PUBLISH-SUBSCRIBE SYSTEM WITH TEMPLATES FOR ROLE-BASED VIEW OF SUBSCRIPTIONS - Methods and apparatus are disclosed for notifying one or more users of information having a plurality of attributes. A plurality of subscribable objects are provided to one or more users, where each subscribable object comprises one or more attributes as required attributes and zero or more of the attributes as optional attributes. Subscription requests are received from one or more of the users based on at least one of the subscribable objects. The subscribable objects are based, for example, on a set of predefined templates. The predefined templates identify each of the plurality of attributes as a required attribute or an optional attribute. Each of the attributes is presented to a user using a display format selected based on a cardinality of the corresponding attribute. | 09-26-2013 |
20140254786 | REPORTING ON CALL CENTER DATA ACROSS MULTIPLE CONCURRENT ACTIVITY SOURCES - Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of call data from multiple sources, where the multiple sources comprise a management module source and at least one source not controlled by the management module, and analyzing the set of call data. | 09-11-2014 |
20150120904 | VARIABLE CAPTURE BETWEEN APPLICATIONS - A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application. | 04-30-2015 |
20150215463 | AGENT RATING PREDICTION AND ROUTING - An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources. | 07-30-2015 |