Real-time detective

• US 8,385,532 B1
• Filed: 05/12/2008
• Issued: 02/26/2013
• Est. Priority Date: 05/12/2008
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Paddock, Henry, Geist, Marc, Tendick, Pat
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US12/119,352
• Time in Patent Office: 1,751 Days
• Field of Search: 379/88.11, 379/88.18, 379/265.03, 379/265.06, 379/265.12, 379/266.07, 700/96, 704/231, 455/414.1, 702/180, 702/183, 705/7.29, 705/14.49, 705/35, 705/39, 709/224, 709/225, 714/723, 725/135
• US Class Current: 379/265.03
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Methods, devices, and systems are provided for monitoring and reporting various metrics associated with objects of interest. The present invention is adapted to monitor objects of interest, such as contact center agents, to determine whether a triggering event has occurred and, if so, report metrics associated with the object of interest in a dynamic, customized, and real-time fashion.

Claims

1. A method, comprising:

determining that a triggering event has occurred;

mapping the triggering event to at least one possible cause;

mapping the at least one possible cause to at least one report that displays at least one performance metric that is related to the triggering event in a data field that is dynamically updated as the at least one performance metric changes over time; and

providing the at least one report to an identified recipient;

wherein mapping the at least one possible cause to the at least one report comprises;

identifying each performance metric that is associated with the at least one possible cause;

identifying each performance metric that is associated with the at least one report;

comparing the identified performance metrics associated with the at least one possible cause with the identified performance metrics associated with the at least one report;

determining that a predetermined number of performance metrics are in common between the identified performance metrics respectively associated with at least one possible cause and the at least one report; and

determining that the at least one possible cause is to be mapped to the at least one report.

2. The method of claim 1, further comprising:

detecting that the at least one performance metric has changed in a database;

retrieving the at least one performance metric from the database; and

inserting the retrieved at least one performance metric in the data field of the at least one report.

3. The method of claim 1, wherein mapping the at least one possible cause to the at least one report further comprises:

determining report preferences for an identified recipient of the at least one report; and

mapping the at least one possible cause to at least one report based on the determined report preferences of the identified recipient.

4. The method of claim 3, wherein the recipient preference mapping between the at least one possible cause and the at least one report is done only for the reports that were selected based on the performance metric mapping.

5. The method of claim 1, wherein the at least one performance metric comprises performance metrics associated with a contact center agent and wherein the at least one report is provided to a supervisor of the contact center agent.

6. The method of claim 1, wherein the at least one report is provided to the identified recipient in the form of a web-page that is generated and sent to the identified recipient using HyperText Markup Language (HTML) code and wherein the data field is updated using HTML code.

7. The method of claim 1, wherein the at least one report is provided to the identified recipient in the form of an audio message.

8. A non-transitory computer readable medium comprising processor executable instructions operable to perform the method of claim 1.

9. Contact center servicing equipment, comprising:

a monitoring agent operable to determine that a triggering event has occurred and map the triggering event to at least one possible cause;

a dynamic notification agent operable to map the at least one possible cause to at least one report that displays at least one performance metric that is related to the triggering event in a data field that is dynamically updated as the at least one performance metric changes over time and provide the at least one report to an identified recipient;

wherein the dynamic notification agent is operable to map the at least one possible cause to the at least one report by identifying each performance metric that is associated with the at least one possible cause, identifying each performance metric that is associated with the at least one report, comparing the identified performance metrics associated with the at least one possible cause with the identified performance metrics associated with the at least one report, determining that a predetermined number of performance metrics are in common between the identified performance metrics associated with the at least one possible cause and the at least one report, respectively, and determining that the at least one possible cause is to be mapped to the at least one report.

10. The equipment of claim 9, further comprising a content application operable to detect that the at least one performance metric has changed in a database, retrieve the at least one performance metric from the database, and insert the retrieved at least one performance metric in the data field of the at least one report.

11. The equipment of claim 9, wherein dynamic notification agent is further operable to map the at least one possible cause to the at least one report by determining report preferences for an identified recipient of the at least one report and mapping the at least one possible cause to at least one report based on the determined report preferences of the identified recipient.

12. The equipment of claim 11, wherein the dynamic notification agent is further operable to perform the recipient preference mapping between the at least one possible cause and the at least one report only for the reports that were selected based on the performance metric mapping.

13. The method of claim 9, wherein the at least one performance metric comprises performance metrics associated with a contact center agent and wherein the at least one report is provided to a supervisor of the contact center agent.

14. The method of claim 9, wherein the at least one report is provided to the identified recipient in the form of at least one of (i) a web-page that is generated and sent to the identified recipient using HyperText Markup Language (HTML) code and wherein the data field is updated using HTML code and (ii) an audio message.

15. A communication system, comprising:

means for determining that a triggering event has occurred;

means for mapping the triggering event to at least one possible cause;

means for mapping the at least one possible cause to at least one report that displays at least one performance metric that is related to the triggering event in a data field that is dynamically updated as the at least one performance metric changes over time; and

means for providing the at least one report to an identified recipient;

wherein the means for mapping the at least one possible cause to the at least one report comprises;

means for identifying each performance metric that is associated with the at least one possible cause;

means for identifying each performance metric that is associated with the at least one report;

means for comparing the identified performance metric associated with the at least one possible cause with the identified performance metrics associated with the at least one report;

means for determining that a predetermined number of performance metrics are in common between the at least one possible cause and the at least one report; and

means for determining that the at least one possible cause is to be mapped to the at least one report.

16. The system of claim 15, further comprising:

means for detecting that the at least one performance metric has changed in a database;

means for retrieving the at least one performance metric from the database; and

means for inserting the retrieved at least one performance metric in the data field of the at least one report.

17. The system of claim 15, wherein the means for mapping the at least one possible cause to the at least one report further comprises:

means for determining report preferences for an identified recipient of the at least one report; and

means for mapping the at least one possible cause to at least one report based on the determined report preferences of the identified recipient, wherein the recipient preference mapping between the at least one possible cause and the at least one report is done only for the reports that were selected based on the performance metric mapping.

18. The system of claim 15, wherein the at least one report is provided to the identified recipient in the form of at least one of (i) a web-page that is generated and sent to the identified recipient using HyperText Markup Language (HTML) code and wherein the data field is updated using HTML code and (ii) an audio message.