MOBILE ACTIVITY ASSISTANT ANALYSIS

• US 20120209654A1
• Filed: 02/13/2012
• Published: 08/16/2012
• Est. Priority Date: 02/11/2011
• Status: Abandoned Application

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Avaya Incorporated
• Inventors: Romagnino, Silvana D., Ovenden, Francis A.
• Application Number:
  US13/372,444
• Publication Number:
  US 20120209654A1
• Time in Patent Office: Days
• US Class Current: 705/7.27
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G16H 40/20 for the management or administration of healthcare resources or facilities, e.g. managing hospital staff or surgery rooms

Abstract

A method for analyzing performance of a microflow can include logging a summary of information associated with a plurality of messages of the microflow that relates to a task and a contact address, logging a time stamp for each of the messages, logging a time stamp associated with performance of the task, and analyzing the information and time stamps to determine a metric relating to the microflow. The method can further include logging a summary of information associated with communication sessions, and the logging of the content of the messages. The metric can be compared to metrics of other microflows to evaluate the performance of a task of the microflow and evaluate messaging and communication sessions opened during execution of the microflow.

Claims

1. A method for analyzing performance of a microflow, comprising:

logging at least a summary of information associated with a plurality of messages associated with the microflow that relates to at least one task, and

at least one contact address;

logging a time stamp associated with each of the messages;

logging at least one time stamp associated with a performance of the task; and

analyzing the information associated with the plurality of messages and the time stamps to determine a metric relating to the microflow.

2. The method of claim 1, further comprising:

logging a summary of information associated with a communication session performed during execution of the microflow, and

wherein the summary of information includes

a plurality of contact addresses associated with the communication session, and

at least one time stamp associated with the communication session, and

wherein the operation of analyzing further includes analyzing the information associated with the communication session.

3. The method of claim 1, further comprising:

logging a content of each of the plurality of messages, and

wherein the operation of analyzing further includes analyzing the content of at least one message.

4. The method of claim 1, wherein logging at least one time stamp associated with a performance of the task further comprises:

logging a time stamp associated with the commencement of performance of the task; and

logging a time stamp associated with the completion of the task.

5. The method of claim 1, wherein at least one time stamp associated with at least one message is selected from the group consisting of

a time stamp of a workflow request,

a time stamp of an acceptance of the workflow request,

a time stamp of a rejection of the workflow request,

a time stamp of a request to defer an acceptance of the workflow request, and

a time stamp of an inquiry regarding the workflow request.

6. The method of claim 1, wherein the metric is selected from the group consisting of

a time computed between

a transmission of the workflow request, and

a response to the workflow request,

a time computed between an acceptance of the workflow and at least one of

a commencement of performance of the task, and

a completion of the task,

a time computed between a due time for a task and at least one of

a commencement of performance of the task, and

a completion of the task,

a time to perform a task,

an indication at least one of

a completion of the task,

a non-performance of the task, and

a non-completion of the task,

an indication of a completion time that is after the requested completion time,

an indication that a personnel change occurred prior to completion of a task in the microflow,

an indication that at least two people performed one or more tasks of the microflow,

an indication that at least one task of the microflow was delegated, and

an indication that at least one task of the microflow was escalated.

7. The method of claim 1, further comprising:

determining a distribution of mediums used in the execution of the microflow based on contact address; and

providing a metric relating to the distribution of mediums, and

wherein the medium is selected from the group consisting of

a text message,

a multimedia message,

an email message,

a voice call,

a video call,

a conference call,

a web-based session, and

a call with an interactive voice response system.

8. The method of claim 1, further comprising:

comparing the information associated with the plurality of messages and the time stamps with at least one of

a business policy rule, and

a government compliance rule;

determining a measure of compliance with at least one of

the business policy rule, and

the government compliance rule

based at least in part on the operation of comparing; and

providing an alert regarding the measure of compliance.

9. The method of claim 1, further comprising:

analyzing a plurality of metrics associated with a plurality of microflows;

determining an evaluation of a performance of a selected microflow based at least in part on the plurality of metrics;

providing the evaluation of the performance of the selected microflow.

10. The method of claim 9, wherein the evaluation of performance includes at least one of

a comparison of the type of the selected microflow with the type of microflows in the plurality of microflows,

an evaluation of the timeliness in performing a task of the selected microflow,

an evaluation of the lateness in performing a task of the selected microflow,

an evaluation in the amount of time used in performing a task of the selected microflow, and

an evaluation of the number of messages transmitted during performance of the selected microflow.

11. The method of claim 10, further comprising:

analyzing a plurality of messages transmitted during performance of the selected microflow;

determining at least one metric suitable for a graphical presentation of a characteristic of the messages; and

providing a report that includes the graphical presentation of the metric.

12. The method of claim 11, wherein the characteristic is selected from the group consisting of

a medium used in transmitting the messages,

a frequency of the messages,

a supervisor-to-subordinate message,

a peer-to-peer type message,

a group message,

an intradepartmental message,

an interdepartmental message, and

a message that is not in compliance with at least one of a business policy rule and a government compliance rule.

13. The method of claim 11, wherein the report includes a graphical representation of the information in the metric.

14. A system, comprising:

a computing device having a processor configured to

log at least a summary of information associated with a plurality of messages associated with a microflow that relates to

at least one task, and

at least one contact address;

log a time stamp associated with each of the messages;

log at least one time stamp associated with a performance of the task; and

analyze the information associated with the plurality of messages and the time stamps to determine a metric relating to the microflow;

a memory store configured to log the timestamps and information associated the microflow;

a display configured to display the metric; and

a communication interface configured to receive the timestamps and information associated with the microflow.

15. The system of claim 14, wherein the processor is further configured to log and analyze at least one of

a summary of information associated with a communication session performed during execution of the microflow, and

a content of each of the plurality of messages, and

wherein the summary of information includes

at least one timestamp associated with the communication session,

a plurality of contact addresses associated with the communication session.

16. The system of claim 14, wherein at least one time stamp is selected from the group consisting of

a time stamp associated with the commencement of performance of the task,

a time stamp associated with the completion of the task,

a time stamp of a workflow request,

a time stamp of an acceptance of the workflow request,

a time stamp of a rejection of the workflow request,

a time stamp of a request to defer an acceptance of the workflow request, and

a time stamp of an inquiry regarding the workflow request, and

wherein the metric is selected from the group consisting of

a time computed between

a transmission of the workflow request, and

a response to the workflow request,

a time computed between an acceptance of the workflow and at least one of

a commencement of performance of the task, and

a completion of the task,

a time computed between a due time for a task and at least one of

a commencement of performance of the task, and

a completion of the task,

a time to perform a task,

an indication at least one of

a completion of the task,

a non-performance of the task, and

a non-completion of the task,

an indication of a completion time that is after the requested completion time,

an indication that a personnel change occurred prior to completion of a task in the microflow,

an indication that at least two people performed one or more tasks of the microflow,

an indication that at least one task of the microflow was delegated, and

an indication that at least one task of the microflow was escalated.

17. The system of claim 14, wherein the processor is further configured to:

determine a distribution of mediums used in the execution of the microflow based on contact address, and

wherein the medium is selected from the group consisting of

a text message,

a multimedia message,

an email message,

a voice call,

a video call,

a conference call,

a web-based session, and

a call with an interactive voice response system, and

wherein the display is further configured to display a metric relating to the distribution of mediums.

18. The system of claim 14, wherein the processor is further configured to:

compare the information associated with the plurality of communications and the time stamps with at least one of

a business policy rule, and

a government compliance rule; and

determine whether the microflow complied with at least one of

the business policy rule, and

the government compliance rule

based at least in part on the operation of comparing, and

wherein the display is further configured to provide an alert when the microflow did not comply with at least one of

the business policy rule, and

the government compliance rule.

19. The system of claim 14, wherein the processor is further configured to:

analyze a plurality of metrics associated with a plurality of microflows; and

determine an evaluation of a performance of a selected microflow based at least in part on the plurality of metrics, and

wherein the performance includes at least one of

an evaluation of the timeliness in performing a task of the selected microflow,

an evaluation of the lateness in performing a task of the selected microflow,

an evaluation in the amount of time used in performing a task of the selected microflow, and

an evaluation of the number of messages transmitted during performance of the selected microflow, and

wherein the display is further configured to display the evaluation of the performance of the selected microflow.

20. The system of claim 14, wherein the processor is further configured to:

analyze a plurality of messages transmitted during performance of the microflow; and

determine at least one metric suitable for a graphical presentation of a characteristic the messages, and

wherein the characteristic includes at least one of

a medium used in transmitting the messages,

a frequency of the messages,

a supervisor-to-subordinate message,

a peer-to-peer type message,

a group message,

an intradepartmental message,

an interdepartmental message, and

a message that is not in compliance with at least one of

a business policy rule, and

a government compliance rule, and

wherein the display is further configured to display a report that includes at least one of a graphical representation of the metric, and the information of the metric.