Managing statistical information in a contact center

Details Managing statistical information in a contact center Managing statistical information in a contact center

2011-03-22

2011-03-22

Deane, William J (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266010

Reexamination Certificate

active

07912209

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.

REFERENCES:
patent: 5170359 (1992-12-01), Sax et al.
patent: 5862203 (1999-01-01), Wulkan et al.
patent: 6917898 (2005-07-01), Kirubalaratnam et al.
patent: 2006/0115074 (2006-06-01), Hollatz et al.
patent: 2010/0077082 (2010-03-01), Hession et al.

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