Automated performance monitoring for contact management system

• US 8,199,900 B2
• Filed: 11/14/2005
• Issued: 06/12/2012
• Est. Priority Date: 11/14/2005
• Status: Active Grant

• Current Assignee: Alvaria Incorporated
• Original Assignee: Aspect Software Incorporated
• Inventors: Barnett, James
• Primary Examiner(s): SHAH, ANTIM G
• Application Number:
  US11/274,226
• Publication Number:
  US 20070112953A1
• Time in Patent Office: 2,402 Days
• Field of Search: 379/265.02, 379/265.06, 379/265.08, 379/266.08, 379/265.03, 379/265.07, 379/32.01, 379/33
• US Class Current: 379/265.03
• 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 which automatically builds a continually updated statistical model modeling the contact management system as a state machine to determine prior typical behavior of the contact management system pertaining to at least one system parameter of the contact management system, the typical behavior being automatically determined and updated on a continual basis from received historical performance data interpreted in terms of the state machine and reflecting past performance of the contact management system captured over a first predetermined past time interval, the modeling module computing a mean length of time spent in each state of the state machine and frequencies of transitions from each state; and

a monitoring module, configured to recognize implementation of the contact management system as the state machine, which receives current performance data reflecting current performance of the contact management system and automatically determines whether current behavior based on the current performance data varies from the typical behavior of the system, and to report a deviation from the typical behavior of the at least one system parameter of the contact management system interpreted as the state machine.

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 and wherein the historical performance data is continually updated such that older data is weighted less than recent data.

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. The computer system of claim 1 further comprising a graphical user interface too enable an administrator to define the state machine including a menu of defined states presented as user selectable state widgets each representing a distinct state of the contact management system, and exit branches from the defined states, the branches definable between the state widgets to reflect transitions from one state to another.

6. The computer system of claim 5 wherein the graphical user interface further comprising an events menu presenting a plurality of user selectable event widgets to enable the administrator to define events of the state machine as causing the state machine model to transition from one state to another.

7. The computer system of claim 6 wherein the modeling module processes the historical performance data to recognize the defined events of the state machine model.

8. The computer system of claim 1 wherein the contact management system is implemented as the state machine.

9. A computer-implemented method to monitor performance of a contact management system, the computer-implemented method comprising computer program instructions recorded on a non-transitory computer readable medium and executed by a processor for carrying out the method including:

automatically building a continually updated statistical model modeling the contact management system as a state machine and determining prior typical behavior pertaining to at least one system parameter of the contact management system, the typical behavior being automatically determined and updated on a continual basis from historical performance data interpreted in terms of the state machine and reflecting past performance of the contact management system captured over a first predetermined past time period and automatically computing, for each state of the state machine, a mean length of time spent in each state and frequencies of transitions from each state; and

automatically receiving current performance data reflecting current performance of the contact management system within the state machine model and automatically reporting a deviation from the typical behavior of the at least one system parameter of the current performance data of the contact management system.

10. The computer-implemented method of claim 9, 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.

11. The computer-implemented method of claim 10, 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.

12. The computer-implemented method of claim 9, including:

defining the 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 historical performance data of the contact management system captured over the first predetermined past time period; and

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

13. The computer-implemented method of claim 12, 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.

14. The computer-implemented method of claim 13, 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.

15. The computer-implemented method of claim 9, including receiving, from an administrator of the contact management system, identification of the at least one system parameter as a monitored parameter.

16. The computer-implemented method of claim 9, 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.

17. The computer-implemented method of claim 9, wherein the reporting of the deviation includes generating a graph to graphically display the deviation from the typical behavior.

18. A tangible machine-readable storage device storing instructions that, when executed by machine, cause the machine to perform the steps of:

automatically building a continually updated statistical model modeling a contact management system as a state machine model and determining prior typical behavior pertaining to at least one system parameter of the contact management system, the typical behavior being automatically determined and updated on a continual basis from historical performance data interpreted in terms of the state machine model and reflecting past performance of the contact management system captured over a first predetermined past time period, and automatically computing a mean length of time spent in each state of the state machine model and frequencies of transitions from each state; and

automatically receiving current performance data reflecting current performance of the contact management system within the state machine model and automatically reporting a deviation from the typical behavior of the at least one system parameter of the current performance data of the contact management system.

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

first means for automatically building a continually updated statistical model, modeling the contact management system as a state machine, for determining typical behavior of the contact management system pertaining to at least one system parameter of the contact management system, the typical behavior being determined and updated on a continual basis from historical performance data, interpreted in terms of the state machine, of the contact management system captured over a first predetermined past time period and means for computing a mean length of time spent in each state of the state machine and frequencies of transitions from each state; and

second means, configured to recognize implementation of the contact management system as the state machine for receiving current performance data reflecting current performance of the contact management system and automatically determining whether current behavior based on the current performance data varies from the typical behavior of the system, and reporting a deviation from the typical behavior of the at least one system parameter of the contact management system.