DE69327691D1 - Verfahren und System zur Überwachung und/oder Steuerung der Leistung einer Organisation - Google Patents

Verfahren und System zur Überwachung und/oder Steuerung der Leistung einer Organisation

Info

Publication number
DE69327691D1
DE69327691D1 DE69327691T DE69327691T DE69327691D1 DE 69327691 D1 DE69327691 D1 DE 69327691D1 DE 69327691 T DE69327691 T DE 69327691T DE 69327691 T DE69327691 T DE 69327691T DE 69327691 D1 DE69327691 D1 DE 69327691D1
Authority
DE
Germany
Prior art keywords
organization
monitoring
performance
controlling
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Expired - Lifetime
Application number
DE69327691T
Other languages
English (en)
Inventor
Michael C Powers
Greg A Bliss
Shioupyn Shen
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
eTalk Corp
Original Assignee
Teknekron Infoswitch Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Teknekron Infoswitch Corp filed Critical Teknekron Infoswitch Corp
Application granted granted Critical
Publication of DE69327691D1 publication Critical patent/DE69327691D1/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q99/00—Subject matter not provided for in other groups of this subclass
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
DE69327691T 1992-07-30 1993-07-28 Verfahren und System zur Überwachung und/oder Steuerung der Leistung einer Organisation Expired - Lifetime DE69327691D1 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US92221092A 1992-07-30 1992-07-30
US9659593A 1993-07-22 1993-07-22

Publications (1)

Publication Number Publication Date
DE69327691D1 true DE69327691D1 (de) 2000-03-02

Family

ID=26791866

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69327691T Expired - Lifetime DE69327691D1 (de) 1992-07-30 1993-07-28 Verfahren und System zur Überwachung und/oder Steuerung der Leistung einer Organisation

Country Status (4)

Country Link
US (1) US5500795A (de)
EP (1) EP0587290B1 (de)
AU (1) AU4433693A (de)
DE (1) DE69327691D1 (de)

Families Citing this family (169)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5684964A (en) * 1992-07-30 1997-11-04 Teknekron Infoswitch Corporation Method and system for monitoring and controlling the performance of an organization
US5726914A (en) * 1993-09-01 1998-03-10 Gse Systems, Inc. Computer implemented process and computer architecture for performance analysis
US5724262A (en) * 1994-05-31 1998-03-03 Paradyne Corporation Method for measuring the usability of a system and for task analysis and re-engineering
US6161101A (en) * 1994-12-08 2000-12-12 Tech-Metrics International, Inc. Computer-aided methods and apparatus for assessing an organization process or system
US5926794A (en) * 1996-03-06 1999-07-20 Alza Corporation Visual rating system and method
US5909669A (en) * 1996-04-01 1999-06-01 Electronic Data Systems Corporation System and method for generating a knowledge worker productivity assessment
KR100404570B1 (ko) * 1996-07-15 2004-03-18 삼성탈레스 주식회사 시스템모니터링장치
GB9620082D0 (en) 1996-09-26 1996-11-13 Eyretel Ltd Signal monitoring apparatus
US20080071588A1 (en) 1997-12-10 2008-03-20 Eder Jeff S Method of and system for analyzing, modeling and valuing elements of a business enterprise
US10839321B2 (en) 1997-01-06 2020-11-17 Jeffrey Eder Automated data storage system
GB9704187D0 (en) * 1997-02-28 1997-04-16 Mayon White William M Business analysis tool and method
US6385637B1 (en) * 1997-08-21 2002-05-07 Rockwell Science Center, Inc. Periodic process timer
US6047261A (en) * 1997-10-31 2000-04-04 Ncr Corporation Method and system for monitoring and enhancing computer-assisted performance
US6038544A (en) * 1998-02-26 2000-03-14 Teknekron Infoswitch Corporation System and method for determining the performance of a user responding to a call
US6304851B1 (en) 1998-03-13 2001-10-16 The Coca-Cola Company Mobile data collection systems, methods and computer program products
US7167838B1 (en) 1998-04-24 2007-01-23 Starmine Corporation Security analyst estimates performance viewing system and method
US7509277B1 (en) 1998-04-24 2009-03-24 Starmine Corporation Security analyst estimates performance viewing system and method
US7603308B2 (en) * 1998-04-24 2009-10-13 Starmine Corporation Security analyst estimates performance viewing system and method
US7539637B2 (en) * 1998-04-24 2009-05-26 Starmine Corporation Security analyst estimates performance viewing system and method
AU3966099A (en) * 1998-04-24 1999-11-16 Starmine, L.L.C. Security analyst performance tracking and analysis system and method
AU2003268606B8 (en) * 1998-05-08 2007-07-05 Etalk Corporation Performance evaluation tool and method
US6615182B1 (en) 1998-05-08 2003-09-02 E-Talk Corporation System and method for defining the organizational structure of an enterprise in a performance evaluation system
AU765187B2 (en) * 1998-05-08 2003-09-11 E-Talk Corporation Performance evaluation tool and method
US6901426B1 (en) 1998-05-08 2005-05-31 E-Talk Corporation System and method for providing access privileges for users in a performance evaluation system
US6604084B1 (en) 1998-05-08 2003-08-05 E-Talk Corporation System and method for generating an evaluation in a performance evaluation system
US6405159B2 (en) 1998-06-03 2002-06-11 Sbc Technology Resources, Inc. Method for categorizing, describing and modeling types of system users
US6694482B1 (en) * 1998-09-11 2004-02-17 Sbc Technology Resources, Inc. System and methods for an architectural framework for design of an adaptive, personalized, interactive content delivery system
US6665395B1 (en) * 1998-12-11 2003-12-16 Avaya Technology Corp. Automatic call distribution system using computer network-based communication
US7295669B1 (en) 1999-01-21 2007-11-13 Avaya Technology Corp. Call center telephone and data flow connection system
US7200219B1 (en) 1999-02-10 2007-04-03 Avaya Technology Corp. Dynamically allocating server resources to competing classes of work based upon achievement of service goals
US7086007B1 (en) 1999-05-27 2006-08-01 Sbc Technology Resources, Inc. Method for integrating user models to interface design
AUPQ193199A0 (en) * 1999-07-30 1999-08-26 Da Vinci Innovation Pty Limited Apparatus and method for implementing surveys
IES20000466A2 (en) * 1999-08-03 2001-03-21 Performix Res Ltd A performance management system
US6976002B1 (en) 1999-08-24 2005-12-13 Steelcase Development Corporation System and method of determining a knowledge management solution
CA2382523C (en) 1999-09-03 2006-07-25 Quantis Formulation Inc. Method of optimizing parameter values in a process of producing a product
US6968316B1 (en) 1999-11-03 2005-11-22 Sageworks, Inc. Systems, methods and computer program products for producing narrative financial analysis reports
AU1817001A (en) * 1999-12-07 2001-06-18 American Express Travel Related Services Company, Inc. System and method for evaluating work product
US6711253B1 (en) * 2000-02-04 2004-03-23 Avaya Technology Corp. Method and apparatus for analyzing performance data in a call center
DE10195923T1 (de) * 2000-03-14 2003-05-22 Caterpillar Inc System und Verfahren zum Management von Schlüsselprozeßindikatoren
US6778643B1 (en) * 2000-03-21 2004-08-17 Sbc Technology Resources, Inc. Interface and method of designing an interface
US20040006473A1 (en) * 2002-07-02 2004-01-08 Sbc Technology Resources, Inc. Method and system for automated categorization of statements
US7844504B1 (en) 2000-04-27 2010-11-30 Avaya Inc. Routing based on the contents of a shopping cart
US7020620B1 (en) * 2000-06-23 2006-03-28 Basf Corporation Computer-implemented vehicle repair analysis system
US6968312B1 (en) * 2000-08-03 2005-11-22 International Business Machines Corporation System and method for measuring and managing performance in an information technology organization
US20020038235A1 (en) * 2000-08-08 2002-03-28 Dimitri Musafia Productivity monitoring system and method
WO2002015080A2 (en) * 2000-08-10 2002-02-21 Lumenos Managing health care resources
US7617114B1 (en) 2000-08-10 2009-11-10 Wellpoint Inc. Health care reimbursement
US20020024531A1 (en) * 2000-08-30 2002-02-28 Herrell William R. Method for evaluating employees and aggregating their respective skills and experience in a searchable database for sharing knowledge resources
US7028006B1 (en) * 2000-10-03 2006-04-11 Pricemetrix, Inc. Peer based doctrine performance framework
US7249145B1 (en) 2000-10-13 2007-07-24 General Electric Company Methods and apparatus for selecting candidates to interview
US20040236673A1 (en) 2000-10-17 2004-11-25 Eder Jeff Scott Collaborative risk transfer system
NL1016693C2 (nl) * 2000-11-23 2002-05-24 Gerardus Martinus Maria Alders Werkwijze en computerprogramma voor het beoordelen en evalueren van arbeidsprestaties.
US20040215551A1 (en) 2001-11-28 2004-10-28 Eder Jeff S. Value and risk management system for multi-enterprise organization
US8015042B2 (en) * 2001-04-02 2011-09-06 Verint Americas Inc. Methods for long-range contact center staff planning utilizing discrete event simulation
US7219069B2 (en) * 2001-05-04 2007-05-15 Schlumberger Resource Management Services, Inc. System and method for creating dynamic facility models with data normalization as attributes change over time
US7065201B2 (en) 2001-07-31 2006-06-20 Sbc Technology Resources, Inc. Telephone call processing in an interactive voice response call management system
US20030065604A1 (en) * 2001-10-03 2003-04-03 Joseph Gatto Methods and systems for measuring performance of a security analyst
US7636680B2 (en) * 2001-10-03 2009-12-22 Starmine Corporation Methods and systems for measuring performance of a security analyst
US7523065B2 (en) 2001-12-12 2009-04-21 Asset Trust, Inc. Risk transfer supply chain system
US7305070B2 (en) * 2002-01-30 2007-12-04 At&T Labs, Inc. Sequential presentation of long instructions in an interactive voice response system
AU2003212948A1 (en) * 2002-02-07 2003-09-02 Christian Nickerson System and method for rapid claims submission and adjudication
US20080027769A1 (en) 2002-09-09 2008-01-31 Jeff Scott Eder Knowledge based performance management system
US7730063B2 (en) 2002-12-10 2010-06-01 Asset Trust, Inc. Personalized medicine service
US6914975B2 (en) * 2002-02-21 2005-07-05 Sbc Properties, L.P. Interactive dialog-based training method
US7415417B2 (en) * 2002-03-15 2008-08-19 Avaya Technology Corp. Presence awareness agent
US7336779B2 (en) * 2002-03-15 2008-02-26 Avaya Technology Corp. Topical dynamic chat
US20030212518A1 (en) * 2002-05-09 2003-11-13 Johnson & Johnson System and method for quality performance evaluation and reporting
US7970640B2 (en) 2002-06-12 2011-06-28 Asset Trust, Inc. Purchasing optimization system
US7620169B2 (en) 2002-06-17 2009-11-17 Avaya Inc. Waiting but not ready
WO2004034188A2 (en) * 2002-10-07 2004-04-22 Gartner, Inc. Methods and systems for evaluation of business performance
US9396473B2 (en) * 2002-11-27 2016-07-19 Accenture Global Services Limited Searching within a contact center portal
US7769622B2 (en) * 2002-11-27 2010-08-03 Bt Group Plc System and method for capturing and publishing insight of contact center users whose performance is above a reference key performance indicator
US8275811B2 (en) * 2002-11-27 2012-09-25 Accenture Global Services Limited Communicating solution information in a knowledge management system
US8572058B2 (en) * 2002-11-27 2013-10-29 Accenture Global Services Limited Presenting linked information in a CRM system
US20050014116A1 (en) * 2002-11-27 2005-01-20 Reid Gregory S. Testing information comprehension of contact center users
US7395499B2 (en) * 2002-11-27 2008-07-01 Accenture Global Services Gmbh Enforcing template completion when publishing to a content management system
US7200614B2 (en) * 2002-11-27 2007-04-03 Accenture Global Services Gmbh Dual information system for contact center users
US7418403B2 (en) 2002-11-27 2008-08-26 Bt Group Plc Content feedback in a multiple-owner content management system
US20040199416A1 (en) * 2003-04-01 2004-10-07 Infineon Technologies Ag Method to process performance measurement
US7693725B2 (en) * 2003-08-07 2010-04-06 Hsb Solomon Associates, Llc Method and system for greenhouse gas emissions performance assessment and allocation
WO2005015476A2 (en) * 2003-08-07 2005-02-17 Hsb Solomon Associates, Llc System and method for determining equivalency factors for use in comparative performance analysis of industrial facilities
US7770175B2 (en) * 2003-09-26 2010-08-03 Avaya Inc. Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal
US8094804B2 (en) 2003-09-26 2012-01-10 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US20050071241A1 (en) * 2003-09-26 2005-03-31 Flockhart Andrew D. Contact center resource allocation based on work bidding/auction
US20050080695A1 (en) * 2003-10-09 2005-04-14 Gatto Joseph G. System and method for facilitating the selection of security analyst research reports
US7027586B2 (en) * 2003-12-18 2006-04-11 Sbc Knowledge Ventures, L.P. Intelligently routing customer communications
US20050154628A1 (en) * 2004-01-13 2005-07-14 Illumen, Inc. Automated management of business performance information
US20050154769A1 (en) * 2004-01-13 2005-07-14 Llumen, Inc. Systems and methods for benchmarking business performance data against aggregated business performance data
US8472612B1 (en) 2004-01-29 2013-06-25 Avaya Inc. Call center customer queue shortcut access code
US8457300B2 (en) 2004-02-12 2013-06-04 Avaya Inc. Instant message contact management in a contact center
US7729490B2 (en) * 2004-02-12 2010-06-01 Avaya Inc. Post-termination contact management
US7885401B1 (en) 2004-03-29 2011-02-08 Avaya Inc. Method and apparatus to forecast the availability of a resource
US8000989B1 (en) 2004-03-31 2011-08-16 Avaya Inc. Using true value in routing work items to resources
US7734032B1 (en) 2004-03-31 2010-06-08 Avaya Inc. Contact center and method for tracking and acting on one and done customer contacts
US7953859B1 (en) 2004-03-31 2011-05-31 Avaya Inc. Data model of participation in multi-channel and multi-party contacts
US8234141B1 (en) 2004-09-27 2012-07-31 Avaya Inc. Dynamic work assignment strategies based on multiple aspects of agent proficiency
US7949121B1 (en) 2004-09-27 2011-05-24 Avaya Inc. Method and apparatus for the simultaneous delivery of multiple contacts to an agent
US7949123B1 (en) 2004-09-28 2011-05-24 Avaya Inc. Wait time predictor for long shelf-life work
US7657021B2 (en) * 2004-09-29 2010-02-02 Avaya Inc. Method and apparatus for global call queue in a global call center
US7877309B2 (en) 2004-10-18 2011-01-25 Starmine Corporation System and method for analyzing analyst recommendations on a single stock basis
US7567653B1 (en) 2005-03-22 2009-07-28 Avaya Inc. Method by which call centers can vector inbound TTY calls automatically to TTY-enabled resources
US20060224441A1 (en) * 2005-03-30 2006-10-05 Sanjiv Kerkar Method and system for improving quality in a service industry
US8713025B2 (en) 2005-03-31 2014-04-29 Square Halt Solutions, Limited Liability Company Complete context search system
US7817796B1 (en) 2005-04-27 2010-10-19 Avaya Inc. Coordinating work assignments for contact center agents
US7493234B2 (en) * 2005-05-10 2009-02-17 International Business Machines Corporation Monitoring and reporting normalized device system performance
US8094790B2 (en) 2005-05-18 2012-01-10 Mattersight Corporation Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center
US8094803B2 (en) * 2005-05-18 2012-01-10 Mattersight Corporation Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto
US7511606B2 (en) * 2005-05-18 2009-03-31 Lojack Operating Company Lp Vehicle locating unit with input voltage protection
US7995717B2 (en) 2005-05-18 2011-08-09 Mattersight Corporation Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto
US20060265088A1 (en) * 2005-05-18 2006-11-23 Roger Warford Method and system for recording an electronic communication and extracting constituent audio data therefrom
US7809127B2 (en) * 2005-05-26 2010-10-05 Avaya Inc. Method for discovering problem agent behaviors
WO2006130846A2 (en) * 2005-06-02 2006-12-07 United States Postal Service Methods and systems for evaluating the compliance of software to a quality benchmark
US20070022000A1 (en) * 2005-07-22 2007-01-25 Accenture Llp Data analysis using graphical visualization
US7779042B1 (en) 2005-08-08 2010-08-17 Avaya Inc. Deferred control of surrogate key generation in a distributed processing architecture
US7881450B1 (en) 2005-09-15 2011-02-01 Avaya Inc. Answer on hold notification
US8577015B2 (en) * 2005-09-16 2013-11-05 Avaya Inc. Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization
US7822587B1 (en) 2005-10-03 2010-10-26 Avaya Inc. Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior
US8073129B1 (en) 2005-10-03 2011-12-06 Avaya Inc. Work item relation awareness for agents during routing engine driven sub-optimal work assignments
US10572879B1 (en) 2005-10-03 2020-02-25 Avaya Inc. Agent driven media-agnostic work item grouping and sharing over a consult medium
US8116446B1 (en) 2005-10-03 2012-02-14 Avaya Inc. Agent driven work item awareness for tuning routing engine work-assignment algorithms
US8411843B1 (en) 2005-10-04 2013-04-02 Avaya Inc. Next agent available notification
US7752230B2 (en) 2005-10-06 2010-07-06 Avaya Inc. Data extensibility using external database tables
US7787609B1 (en) 2005-10-06 2010-08-31 Avaya Inc. Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
US20070124161A1 (en) * 2005-11-09 2007-05-31 Rockwell Electronic Commerce Technologies, Inc. Method of evaluating contact center performance
US8238541B1 (en) 2006-01-31 2012-08-07 Avaya Inc. Intent based skill-set classification for accurate, automatic determination of agent skills
US8737173B2 (en) * 2006-02-24 2014-05-27 Avaya Inc. Date and time dimensions for contact center reporting in arbitrary international time zones
US20070208580A1 (en) * 2006-03-06 2007-09-06 Ford Motor Company Electronic method and system for monitoring distribution facilities
US8442197B1 (en) 2006-03-30 2013-05-14 Avaya Inc. Telephone-based user interface for participating simultaneously in more than one teleconference
US8498915B2 (en) 2006-04-02 2013-07-30 Asset Reliance, Inc. Data processing framework for financial services
WO2007115567A1 (en) * 2006-04-10 2007-10-18 Telefaction A/S A method and a system for acquiring calling party feedback
US20070276711A1 (en) * 2006-05-23 2007-11-29 Simon Shiu Method of monitoring procedural compliance of business processes
US7936867B1 (en) 2006-08-15 2011-05-03 Avaya Inc. Multi-service request within a contact center
US8391463B1 (en) 2006-09-01 2013-03-05 Avaya Inc. Method and apparatus for identifying related contacts
US8938063B1 (en) 2006-09-07 2015-01-20 Avaya Inc. Contact center service monitoring and correcting
US8811597B1 (en) 2006-09-07 2014-08-19 Avaya Inc. Contact center performance prediction
US8855292B1 (en) 2006-09-08 2014-10-07 Avaya Inc. Agent-enabled queue bypass to agent
US7835514B1 (en) 2006-09-18 2010-11-16 Avaya Inc. Provide a graceful transfer out of active wait treatment
US7752112B2 (en) 2006-11-09 2010-07-06 Starmine Corporation System and method for using analyst data to identify peer securities
US20080120164A1 (en) * 2006-11-17 2008-05-22 Avaya Technology Llc Contact center agent work awareness algorithm
US8767944B1 (en) 2007-01-03 2014-07-01 Avaya Inc. Mechanism for status and control communication over SIP using CODEC tunneling
US20090003583A1 (en) * 2007-01-12 2009-01-01 Wellpoint, Inc. Method for enhancing call center performance
US7869586B2 (en) * 2007-03-30 2011-01-11 Eloyalty Corporation Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics
US8023639B2 (en) 2007-03-30 2011-09-20 Mattersight Corporation Method and system determining the complexity of a telephonic communication received by a contact center
US20080240374A1 (en) * 2007-03-30 2008-10-02 Kelly Conway Method and system for linking customer conversation channels
US8718262B2 (en) * 2007-03-30 2014-05-06 Mattersight Corporation Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication
US20080240404A1 (en) * 2007-03-30 2008-10-02 Kelly Conway Method and system for aggregating and analyzing data relating to an interaction between a customer and a contact center agent
US7747705B1 (en) 2007-05-08 2010-06-29 Avaya Inc. Method to make a discussion forum or RSS feed a source for customer contact into a multimedia contact center that is capable of handling emails
US8504534B1 (en) 2007-09-26 2013-08-06 Avaya Inc. Database structures and administration techniques for generalized localization of database items
US10419611B2 (en) * 2007-09-28 2019-09-17 Mattersight Corporation System and methods for determining trends in electronic communications
US8856182B2 (en) 2008-01-25 2014-10-07 Avaya Inc. Report database dependency tracing through business intelligence metadata
US7890370B2 (en) * 2008-04-30 2011-02-15 Target Brands, Inc. Using alerts to bring attention to in-store information
US8385532B1 (en) 2008-05-12 2013-02-26 Avaya Inc. Real-time detective
US8831206B1 (en) 2008-05-12 2014-09-09 Avaya Inc. Automated, data-based mechanism to detect evolution of employee skills
US20100002864A1 (en) * 2008-07-02 2010-01-07 International Business Machines Corporation Method and System for Discerning Learning Characteristics of Individual Knowledge Worker and Associated Team In Service Delivery
US10375244B2 (en) * 2008-08-06 2019-08-06 Avaya Inc. Premises enabled mobile kiosk, using customers' mobile communication device
US8116237B2 (en) 2008-09-26 2012-02-14 Avaya Inc. Clearing house for publish/subscribe of status data from distributed telecommunications systems
US8621011B2 (en) * 2009-05-12 2013-12-31 Avaya Inc. Treatment of web feeds as work assignment in a contact center
US8145515B2 (en) * 2009-05-18 2012-03-27 Target Brands, Inc. On-demand performance reports
US8964958B2 (en) * 2009-05-20 2015-02-24 Avaya Inc. Grid-based contact center
US8644491B2 (en) * 2009-08-21 2014-02-04 Avaya Inc. Mechanism for multisite service state description
US8385533B2 (en) 2009-09-21 2013-02-26 Avaya Inc. Bidding work assignment on conference/subscribe RTP clearing house
US8565386B2 (en) * 2009-09-29 2013-10-22 Avaya Inc. Automatic configuration of soft phones that are usable in conjunction with special-purpose endpoints
US9468755B2 (en) * 2009-09-30 2016-10-18 Respicardia, Inc. Medical lead with preformed bias
US9516069B2 (en) * 2009-11-17 2016-12-06 Avaya Inc. Packet headers as a trigger for automatic activation of special-purpose softphone applications
US8306212B2 (en) * 2010-02-19 2012-11-06 Avaya Inc. Time-based work assignments in automated contact distribution
US20120215538A1 (en) * 2011-02-17 2012-08-23 Cisco Technology, Inc. Performance measurement for customer contact centers
US8675860B2 (en) 2012-02-16 2014-03-18 Avaya Inc. Training optimizer for contact center agents
US9191510B2 (en) 2013-03-14 2015-11-17 Mattersight Corporation Methods and system for analyzing multichannel electronic communication data
US20180130068A1 (en) * 2016-11-06 2018-05-10 Serviont Global Solutions Limited System and method for analysing and evaluating customer effort

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4476535A (en) * 1979-06-01 1984-10-09 Loshing Clement T System for monitoring, transmitting and conditioning of information gathered at selected locations
JPH0219963A (ja) * 1988-07-08 1990-01-23 Hitachi Ltd 実時間状況監視方法及びシステム
US5241621A (en) * 1991-06-26 1993-08-31 Digital Equipment Corporation Management issue recognition and resolution knowledge processor
JPH0525752A (ja) * 1991-07-16 1993-02-02 Tsudakoma Corp 織布工場の利益向上制御方法

Also Published As

Publication number Publication date
EP0587290A2 (de) 1994-03-16
AU4433693A (en) 1994-02-03
US5500795A (en) 1996-03-19
EP0587290B1 (de) 2000-01-26
EP0587290A3 (de) 1994-03-23

Similar Documents

Publication Publication Date Title
DE69327691D1 (de) Verfahren und System zur Überwachung und/oder Steuerung der Leistung einer Organisation
DE69534350D1 (de) System und Verfahren zur Steuerung der Verteilung und Benutzung von Digitalwerken
DE69534423D1 (de) Verfahren und System zur Steuerung der Verteilung und Benutzung von zusammengesetzten Digitalwerken
DE68908240D1 (de) Verfahren und geraet zur steuerung der elektrostatischen betriebsbedingungen einer elektrofotografischen vervielfaeltigungsvorrichtung.
DE69414415D1 (de) Kälteanlage und verfahren zur kälteleistungsregelung einer solchen anlage
DE69434989D1 (de) Verfahren zur Kontrolle der Datenmenge und Kodierer zur Durchführung derselben
DE69718277D1 (de) System und Verfahren zur Benutzungssteuerung von mehreren verteilten Anwendungsprogrammen
DE69418140D1 (de) System und Verfahren zur Fernüberwachung
DE69319567D1 (de) Verfahren und Gerät zur operationsfähigen Konfigurationsbildung einer Schnittstellenkarte
DE69118158T2 (de) Verfahren und system zur entsorgung von bohrklein
DE69424716D1 (de) Verfahren und Vorrichtung zur adaptiven Steuerung der Texturabbildung
DE69413642T2 (de) Verfahren und Einrichtung zur Steuerungshilfe eines Flugzeuges
DE69615533D1 (de) Verfahren und vorrichtung zur steuerung der globalen bitrate einer vielzahl von kodierern
DE69212935D1 (de) Verfahren und System zur Bremssteuerung
DE69118216D1 (de) System und Verfahren zur Regelung einer Micropumpe
DE69302949D1 (de) Einrichtung und Verfahren zur Überwachung des Betriebszustandes einer Brenneranlage
DE69316748T2 (de) Gerät und verfahren zur numerischen steuerung
DE69027524T2 (de) Verfahren und System zur automatischen Steuerung der Verteilung von Datenobjekten
DE69025419T2 (de) Verfahren und System zur Regelung der Kraftübertragung eines Fahrzeuges
DE69514657T2 (de) Verfahren und gerät zur minimisierung des lärms in der kabine einer flugmaschine
DE69129358T2 (de) Verfahren und System zur Cachesteuerung
DE69216981D1 (de) Verfahren und System zur Bremssteuerung
DE69407030D1 (de) Verfahren und vorrichtung zur kontrolle der entwaesserung von suspensionen
DE69422003D1 (de) Verfahren und Vorrichtung zur Steuerung der Befehlswiederholung
DE58905171D1 (de) Verfahren zur steuerung und/oder ueberwachung und schaltungsanordnung zur durchfuehrung des verfahrens.

Legal Events

Date Code Title Description
8332 No legal effect for de