Automated performance monitoring for contact management system

• US 20070112953A1
• Filed: 11/14/2005
• Published: 05/17/2007
• Est. Priority Date: 11/14/2005
• Status: Active Grant

• Current Assignee: Alvaria Incorporated
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Barnett, James
• Granted Patent: US 8,199,900 B2
• Time in Patent Office: Days
• US Class Current: 709/224
• CPC Class Codes: G06F 21/602 Providing cryptographic facilities or services
• CPC Class Codes: G06F 21/606 by securing the transmission between two devices or processes
• CPC Class Codes: H04L 2209/56 Financial cryptography, e.g. electronic payment or e-cash
• CPC Class Codes: H04L 63/06 for supporting key management in a packet data network cryptographic mechanisms or cryptographic arrangements for key management H04L9/08
• CPC Class Codes: H04L 63/168 above the transport layer
• CPC Class Codes: H04L 9/302 involving the integer factorization problem, e.g. RSA or quadratic sieve [QS] schemes

Abstract

The computer-implemented method includes automatically determining typical behavior pertaining to at least one system parameter of a contact management system. The typical behavior is determined from performance data of the contact management system captured over a first predetermined time period. A deviation from the typical behavior of at least one system parameter of the contact management system is automatically reported.

Claims

1. A computer system to monitor performance of a contact management system, the computer system including:

a modeling module automatically to determine typical behavior pertaining to at least one system parameter of the contact management system, the typical behavior being determined from performance data of the contact management system captured over a first predetermined time period; and

a monitoring module automatically to report a deviation from the typical behavior of the at least one system parameter of the contact management system.

2. The computer system of claim 1, wherein the monitoring module is automatically to generate a notifier regarding the deviation from the typical behavior of at least one system parameter of the contact management system.

3. The computer system of claim 2, wherein the modeling module is to generate a mean value for the at least one system parameter of the contact management system, and the monitoring module is automatically to generate the notifier regarding the deviation when the value of the at least one system parameter exceeds at least one of a predetermined number of standard deviations from the mean.

4. The computer system of claim 3, wherein the predetermined number of standard deviations is specified by an administrator of the contact management system.

5. A computer-implemented method to monitor performance of a contact management system, the computer-implemented method including:

automatically determining typical behavior pertaining to at least one system parameter of the contact management system, the typical behavior being determined from performance data of the contact management system captured over a first predetermined time period; and

automatically reporting a deviation from the typical behavior of the at least one system parameter of the contact management system.

6. The computer-implemented method of claim 5, wherein the automatic reporting of the deviation includes automatically generating a notifier regarding the deviation from the typical behavior of at least one system parameter of the contact management system.

7. The computer-implemented method of claim 6, wherein the determining of the typical behavior pertaining to the at least one system parameter includes generating a mean value for the at least one system parameter of the contact management system, the method including generating the notifier regarding the deviation when the value of the at least one system parameter exceeds at least one of a predetermined number of standard deviations from the mean.

8. The computer-implemented method of claim 5, including:

defining a statistical model including a plurality of system parameters of the contact management system;

automatically determining a typical behavior of the statistical model based on the performance data of the contact management system captured over the first predetermined time period; and

automatically reporting the deviation when current behavior of the statistical model deviates from the typical behavior.

9. The computer-implemented method of claim 8, wherein the definition of the statistical model includes defining a plurality of states for the contact management system, and expressing the statistical model in terms of the plurality of states.

10. The computer-implemented method of claim 9, wherein the definition of the statistical model includes defining a plurality of events relating to the contact management system, and expressing the statistical model in terms of the plurality of events.

11. The computer-implemented method of claim 5, including receiving, from an administrator of the contact management system, identification of the at least one system parameter as a monitored parameter.

12. The computer-implemented method of claim 5, wherein the reporting of the deviation from the typical behavior includes reporting at least one of a degree of the deviation and a frequency of the deviation.

13. The computer-implemented method of claim 5, wherein the reporting of the deviation includes generating a graph to graphically display the deviation from the typical behavior.

14. A tangible machine-readable medium storing instructions that, when executed by machine, cause the machine to perform the method of claim 5.

15. A computer system to monitor performance of a contact management system, the computer system including:

first means for automatically determining typical behavior pertaining to at least one system parameter of the contact management system, the typical behavior being determined from performance data of the contact management system captured over a first predetermined time period; and

second means for automatically reporting a deviation from the typical behavior of the at least one system parameter of the contact management system.