Classifications

• • G—PHYSICS
  • G06—COMPUTING; CALCULATING OR COUNTING
  • G06F—ELECTRIC DIGITAL DATA PROCESSING
  • G06F11/00—Error detection; Error correction; Monitoring
  • G06F11/30—Monitoring
  • G06F11/34—Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation ; Recording or statistical evaluation of user activity, e.g. usability assessment
  • G06F11/3409—Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation ; Recording or statistical evaluation of user activity, e.g. usability assessment for performance assessment
• • G—PHYSICS
  • G06—COMPUTING; CALCULATING OR COUNTING
  • G06F—ELECTRIC DIGITAL DATA PROCESSING
  • G06F11/00—Error detection; Error correction; Monitoring
  • G06F11/30—Monitoring
  • G06F11/34—Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation ; Recording or statistical evaluation of user activity, e.g. usability assessment
  • G06F11/3452—Performance evaluation by statistical analysis
• • 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
• • G—PHYSICS
  • G06—COMPUTING; CALCULATING OR COUNTING
  • G06F—ELECTRIC DIGITAL DATA PROCESSING
  • G06F11/00—Error detection; Error correction; Monitoring
  • G06F11/30—Monitoring
  • G06F11/34—Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation ; Recording or statistical evaluation of user activity, e.g. usability assessment
  • G06F11/3466—Performance evaluation by tracing or monitoring
  • G06F11/3495—Performance evaluation by tracing or monitoring for systems
• • G—PHYSICS
  • G06—COMPUTING; CALCULATING OR COUNTING
  • G06F—ELECTRIC DIGITAL DATA PROCESSING
  • G06F2201/00—Indexing scheme relating to error detection, to error correction, and to monitoring
  • G06F2201/81—Threshold
• • G—PHYSICS
  • G06—COMPUTING; CALCULATING OR COUNTING
  • G06F—ELECTRIC DIGITAL DATA PROCESSING
  • G06F2201/00—Indexing scheme relating to error detection, to error correction, and to monitoring
  • G06F2201/86—Event-based monitoring
• • G—PHYSICS
  • G06—COMPUTING; CALCULATING OR COUNTING
  • G06F—ELECTRIC DIGITAL DATA PROCESSING
  • G06F2201/00—Indexing scheme relating to error detection, to error correction, and to monitoring
  • G06F2201/88—Monitoring involving counting

Definitions

• the present invention relates generally to software-based systems, and specifically to software for performing labor studies and operations research in working environments where most of the workflow is carried out as software usage and electronic data interchange.
• Manual time measurement the existing method for performing labor studies and operations research, is not suitable for the environments of computer software usage and electronic data interchange, as it calls for very close examination by, and a lot of attention from, the person conducting the measurements, in order to closely determine the screen usage statistics of the computer system.
• attempting to rely on data collected by the software being used has its own drawbacks, and is useful only as long as the persons being monitored use only one type of system (or resource), but often workflow progresses through a multi-platform environment, and integrating the different sources of workflow information calls for substantial manual effort.
• a commercial, cross-platform workflow data source is not known, and therefore, neither is any software package designed to analyze such data.
• workflow analysis applications may be performed in one of two ways: (a) by being a part of the system which provides the workflow design and resulting business applications, providing workflow analysis as a byproduct; or:
• a method for processing user resources including the steps of: receiving the said user resources on a user multi-platform computer system; monitoring the workflow; automatically analyzing the processing of said resources to gather information, measure the results and respond to the workflow; and outputting decision-support data.
• Apparatus for processing user resources residing on a multi-platform system which product includes: a system server to provide access to the required information; a system database for the storage of the said information required for the said system; a system administrator to edit information required for the operation of the said system; and a system consultant for advanced analysis of historical data.
• the workflow analysis and response system provides users with workflow records and processed displays and reports, while minimizing manual work and integration effort. Only an initial one-time expenditure of programming resources is required for the creation of appropriate code in the corporate information systems, or similar, joining together the corporate systems and the analysis system. This can be done by loading and using the system server interface from within specified Intervention Points inside the corporate system source code or scripting (customization) code. Furthermore, a unique feature of the analysis system is the way in which different elements, (including software engineering technologies, industrial engineering methodologies and mathematical concepts) are brought together to produce outputs which were either previously unobtainable or obtainable at a much higher effort and cost, and in a way which restricted their usefulness. In general, the programming tools provide the input to the system and the management tools provide its output. The abovementioned elements, their mode of functioning, and their outputs, are described hereinbelow.
• classification refers to an attribute of operation, used to describe its outcome, sub-type or any other categorization.
• a classification is selected from a list of allowed classification types.
• event refers to a meaningful point in time during the progress of an operation, whose event type describes that meaning. Several events may be recorded during a single operation.
• operation refers to a part of a work process, carried out by a specific user, characterized by an operation type.
• state refers to an attribute of operation, used to describe its current stage, status, or completion level.
• a state is selected from a specific state set.
• state set refers to a list of possible states through which an operation proceeds.
• tag refers to an attribute of operation, used to store any user-defined information string.
• type refers to a predefined description of operation, classification or event, consisting of a unique numerical index, a unique string key, and a descriptive name.
• the term "user” refers to a specific person selected from a fixed list of known users, carrying out an operation. A user may carry out several operations simultaneously.
• the term "agent” refers to an employee being monitored by the workflow system.
• the term “rule” refers to the definition of a reaction taken when a certain condition occurs.
• library refers to a collection of related rules.
• the analysis system is a software package serving specifically as a workflow analysis and response system, and provides development tools for programmers.
• the analysis system can be integrated with existing business applications. It then counts, sorts and measures times of activities and events related to the usage of these applications by the business applications users.
• the system provides programmers with the interfaces necessary to embed the system "engine” within corporate or other information systems.
• the interfaces implemented, either in the development stage of new applications, or during integration with existing software, through customization tools such as VBA sold by Microsoft, or VB Script licensed by Microsoft.
• Figure 1 is a schematic illustration of the workflow control and analysis system, in accordance with a preferred embodiment of the present invention
• Figure 2 is a schematic illustration of the operational tables and their interaction with the actual workflow, in accordance with a preferred embodiment of the present invention
• Figure 3 is a schematic illustration of the functions of the system model, in accordance with a preferred embodiment of the present invention.
• Figure 4 is a schematic illustration of how the system administrator participates in system operation, in accordance with a preferred embodiment of the present invention
• Figure 5 is a flow chart that schematically illustrates how the system organizes the security interactions, in accordance with a preferred embodiment of the present invention
• Figure 6 is a schematic illustration of the functions of the system supervisor, in accordance with a preferred embodiment of the present invention.
• Figure 7 is a schematic illustration of the functions of the system reactor, in accordance with a preferred embodiment of the present invention.
• Figure 8 is a computer screen image of a dialog box illustrating the reactor dialog, in accordance with a preferred embodiment of the present invention.
• Figure 9 is a computer screen image illustrating the creation of a time-dependent "event," in accordance with a preferred embodiment of the present invention.
• Figure 10 is a computer screen image illustrating a notice message, in accordance with a preferred embodiment of the present invention.
• Figure 11 is a flow chart that schematically illustrates how the function of the callflow analyzer, in accordance with a preferred embodiment of the present invention.
• Figure 12 is a graph that schematically illustrates the function of a Gantt chart, in accordance with the prior art
• Figure 13 is a schematic illustration of the functions of the callflow analyzer, in accordance with a preferred embodiment of the present invention.
• Figure 14 is a computer screen image illustrating the main window of the CFA user interface, in accordance with a preferred embodiment of the present invention
• Figure 15 is a computer screen image illustrating the "roll” and “filter” features of the main window of the CFA user interface, in accordance with a preferred embodiment of the present invention.
• Figure 16 is a set of computer screen images illustrating the full sub-windows of the CFA user interface, in accordance with a preferred embodiment of the present invention.
• FIG 1 illustrates the workflow control and analysis system 10, in accordance with a preferred embodiment of the present invention.
• a computer 18 stores the corporate information systems source code 22 and a communications module 24 to initiate calls to the systems interface.
• Mainframe 18 interacts with the system components through a system server object library 26.
• the system 10 provides supervisory users with the following components stored on the system database 28: D a "System Administrator” 30 for setting up initial workflow parameters, users and security; D a "System Supervisor” 32 for producing real-time workflow monitoring screens; D a "System Reactor” 34 for defining and activating alert and response rules; 0 a "System Executive” 36 for creating and distributing analysis reports; and ⁇ a "System Consultant” 38 for advanced analysis of historical data.
• Database 28 includes various kinds of tables. "Operational tables” concern the actual workflow information. By contrast, “administrative tables” contain information regarding security, system information, etc.
• FIG. 2 is a schematic illustration of the operational tables 40 and their interaction with the actual work flow, in accordance with a preferred embodiment of the present invention.
• Operational tables 40 interact with the actual workflow information, as opposed to the "administrative tables", which contain information regarding security, system information etc., as described hereinbelow.
• Table I illustrates the details of some of the operational tables.
• TimedOperations 56 Tilndex Timer Identifier Index ong
• TimedEvents 58 Tvlndex Timed Event Identifier Index long
• FIG 3 is a schematic illustration of the functions of the system model 70, in accordance with a preferred embodiment of the present invention.
• the system server 72 uses a hierarchy of classes, which together form a COM library called "SYSTEMLib".
• System server 72 contains a set of objects which perform the actual workflow data collection. These objects can be manipulated by programmers through a Component Object Modeling (COM) interface, from within any instruction code set that recognizes COM.
• COM Component Object Modeling
• system server 72 The main function of system server 72 is to provide system information, as well as access to, or initiation of, lower level objects.
• SyOperations 74 and SyOperation 76 are where most activity occurs, i.e., where ongoing operations, which have started in the current session, are stored.
• the low level objects, SyEvents 78 and SyEvent, 80 store information regarding events, which have occurred during ongoing operations. Each member of SyOperations, e.g., those related to a specific ongoing operation, provides access to SyEvents containing events related to that operation.
• the classes of system server 72 are sorted in a generally descending order according the hierarchy of Figure 3: D system server 72; D system operations 74; D system operation 76;
• D system events 78 and D system event 80.
• Members within a class are sorted alphabetically.
• Table II is a set of seven sub-tables, TABLE MA through TABLE IIG, illustrating the details of the hierarchy of system server classes.
• Preferred system server events class TABLE IID
• operation's attributes are not set as free-text values (with the exception of the Tag). Rather, the operation's type, user, classification, state, event types etc. are selected from lists of "allowed values", such as AllowedOperations, AllowedUsers, and so on.
• System administrator 30 edits information required for the operation of system 16. This includes mainly user authorizations and workflow parameters. User permissions are defined using a scheme described hereinbelow. According to this scheme, each system "document” (i.e. an "Executive” report, a “Supervisor” online screen etc.) can be assigned to a group and/or security level. Only then is the document accessible by users with appropriate security level and group designation on the specific application ("Executive", "Supervisor” etc.). The same scheme is applied for non document-specific permissions, such as logging in into an application.
• the workflow parameters tables 92 contain most of the information included in the "operational tables", described hereinabove (system database 28), with the exception of TimedOperations, TaggedOperations and TimedEvents, which record actual workflow execution 94 and are automatically created by system server 26.
• Figure 4 is a schematic illustration of how system administrator 30 participates in system operation 90, in accordance with a preferred embodiment of the present invention.
• the Preferred System Security Scheme Figure 5 is a flow chart that schematically illustrates how the system organizes the security interactions 100, in accordance with a preferred embodiment of the present invention.
• Table III illustrates the details of the security parameters corresponding to the table elements of figure 5.
• the System Supervisor-/ 126 is a viewer, an applet which is run on browser 122 and with which pages are viewed and populated with online data.
• Supervisor- 126 components have a cross-platform capability, so that system 16 online data pages can be displayed from any operating system. This is achieved by putting together a wide range of available software technologies, the most notable of which are Java licensed by Sun, the Java DataBase Connectivity (JDBC) licensed by Sun and Extensible Markup Language (XML) supported by Microsoft and other vendors.
• XML Document Object Module (DOM) 128 is a specification for application program interfaces for accessing the content of XML documents. DOM is used because it provides the expected format for relational, hierarchical and non- symmetric data representation. Java programming language, being robust, secure, and automatically downloadable on a network, is an optimal basis for cross-platform database applications.
• JDBC driver 130 is the mechanism for talking from Java to remote data sources.
• the Supervisor- Java applet is preferably loaded into a client browser in this preferred embodiment invoking suitable components such as Swing Java components (licensed from Sun). This process may require the Plug-In for Java 2 that downloads automatically upon a browser's request.
• Said applet establishes a connection to the system database 28 by invoking a JDBC Driver 130 Manager.
• a Connection object is used to pass SQL statements to main system database 128.
• the applet does not need to know which SQL statements are being sent, and is not involved in their generation. All SQL statements transferred to JDBC Driver 130 are obtained from the corresponding XML file 132.
• a security layer may be applied, if so desired, so that the open database port is safe.
• the exact security means (such as a Virtual Private Network (VPN) or other methods) are transparent to system 16 and are not further elaborated.
• VPN is the use of encryption in the lower protocol layers to provide a secure connection through the otherwise insecurity of Internet operations.
• Supervisor-e 124 is a Windows application whose main function is to create, edit, publish and grant permissions to the XML files 132, which represent different online pages. Editing is done in the normal windows fashion - Drag & Drop, Cut & Paste to place objects on the screen; mouse clicking on objects (or menu selection) to change properties. Editing mode does not have to be "pixel precise": it is left up to supervisor-/ 126 applet to do the final arrangement of objects in the browser, according to window size.
• D Table Display - preferably a grid, which supervisor-/ 126 applet can populate with system database 28 information
• D Label - plain text which may be assigned a hyperlink
• D Image - a web graphic (such as Graphics Interchange Format (GIF, a service mark of CompuServe) or Joint Photographic Experts Group (JPG) format), which may be assigned a hyperlink.
• GIF Graphics Interchange Format
• JPG Joint Photographic Experts Group
• the table display may be chosen among one of the following basic types, to which additional types could be added on. Each type has its own unique set of columns, row selection options, row order options and summary options, such as: D The User Cumulative Time Display displays for each user/operation, the number of operations this user performed and their duration, since any selectable time such as midnight, beginning of month, etc; D The User Current Display displays for each user its current operation and time since any selectable time such as midnight, beginning of month, etc, based on selecting his latest unfinished operation; D The Operation Display displays for each operation or classification the number of operations performed by that classification and their duration, since any selectable time such as midnight, beginning of month, etc; and D The Event Display stores for all the events that took place since any selectable time such as midnight, beginning of month, etc, their time of occurrence, their destination (###) and the operation during which they took place.
• D The User Cumulative Time Display displays for each user/operation, the number of operations this user performed and their duration, since any selectable time such as midnight, beginning of month
• Time Period such as Daily Display
• the preferred sort order for the rows is: first - group, then - user and last - operation.
• Count average length, minimum length and maximum length can be used to set color codes.
• D State Name(s) state name for ongoing or "[finished]" or all.
• the sort order for the rows is preferably: first - group then - user.
• User name, group, operation and state can be selected (on run-time) as filters.
• Time and status can be used to set color codes.
• D Operation(s) or all D Classification(s) or all.
• the preferred sort order for the rows is: first - operation then - classification. Classification and operation can be selected (on run-time) as filters.
• Count average length, minimum length and maximum length can be used to set color codes.
• the preferred sort order for the rows is decreasing time from a selectable event.
• User name, group, operation and event can be selected (on run-time) as filters; event and operation can be used to set color codes.
• an exemplary display object is preferably arranged by Supervisor-/ 126 to appear in the browser, depending on the options selected.
• the parameters shown in Italic font are all part of the object's property page, which is user editable via Supervisor-e 124.
• DisplayBorder the object is surrounded by a border, with the color defined in the page properties. Inside, if ShowTitle is on, the title is displayed on the row, justified according to page properties.
• the summary value is displayed (calculated for all selected/filtered rows); for all filter columns, the filter is displayed, or "*" if none is selected. Other fields remain empty.
• FIG. 7 is a schematic illustration of the functions of the system reactor 140, in accordance with a preferred embodiment of the present invention.
• System Reactor 140 is an alert management tool. It is designed to enable authorized personnel to define specific workflow conditions as alert rules, and specify how to respond when these conditions occur; and it includes various software components, which perform the actual testing of conditions and execution of responses.
• the Rules Editor 142 is an application that enables the user to visually create, edit and publish rules. Several "wizards" are included to make rule creation easier and more intelligent, as described in the following pages.
• Reactor Triggers 144 are a set of database 28 triggers, activated upon insertion into the TimedOperations and TimedEvents, or updating (by adding FinishTime) to TimedOperations table, which supply the initial data for some of the condition tests
• the System Span 146 checks conditions for rules with a fixed testing time (unlike rules which are constantly being checked by triggers). Span 146 is initiated when necessary by the operating system task scheduler 148 (like Windows Task Scheduler).
• the System Herald 150 is a service that receives alerts from various sources (Span 146, triggers 144) and performs the required action, as defined by the appropriate rule.
• the reaction may be notifying users, executing a program etc.
• User notification may either be via e-mail (by SMTP 152) or with System's own “Notice”.
• the System Notice 154 is a pop-up message agent. Notice 154 receives Herald messages that are buffered by a local operating system Herald queuing service 156 (like Microsoft's MSMQ). This can be used to differentiate Reactor alerts from regular e-mail.
• a local operating system Herald queuing service 156 like Microsoft's MSMQ. This can be used to differentiate Reactor alerts from regular e-mail.
• Rules Editor 142 is a windows-based application, which can be installed on system server 26 hardware or on any remote PC. Working with the product is handled via a main menu, and using an "explorer" style GUI.
• the main menu options are:
• the file menu options are:
• load rules loads the set of active rules from the server database, preventing them from being altered by another user for the duration of the editing session, "publish” updates the server with the edited rules.
• load local and “save local” allow the user to maintain a local copy or backup of the set of rules; this set is not actually used until published on the server.
• a "library” is a collection of related rules.
• the library sub-menu is a registered library sub-menu.
• a library can be created directly under the main library, or under an existing library.
• a library is preferably a different type than its parent libraries.
• a window pops up where the user can select one or more operations, by its name, from the operations table predefined by the administrator.
• new library ⁇ Classification opens a window which lists predefined classification types
• new library ⁇ State opens a window where a state set and value can be selected.
• D General rule if a rule is created inside the main (1st level) library, it relates to every operation performed by any person in the organization.
• D 2nd degree rule if a rule is created inside a 2nd level library, it relates to it, e.g., operations of a certain type.
• D 3rd degree rule if a rule is created inside a 3rd level library, it relates to it and its parent library, e.g., operations of a certain type performed by a specific group.
• D 4th degree rule if a rule is created inside a 4th level library, it relates to all parent libraries: operations of a certain type, performed by a specific group and given a particular classification.
• the rule sub-menu is: ⁇ Timer; D Event; and D Quota.
• a window opens with the following tabs: D Time selection - where the user is required to enter the operation length, which initiates a reaction. ⁇ Reaction - where the user selects the type of reaction taken.
• Selecting an event rule opens a window with the following tabs: D Event selection - where the user can select an event from the events table predefined by the administrator. D Reaction - where the user selects the type of reaction taken.
• “Change library” reopens the library selection window (with either the operations, classifications or work groups table). "Change rule” opens the rule setting window, with the “reaction” tab on. "Active” can be marked on (default) or off, indicating whether a rule or a library is to be applied.
• libraries wizard opens up a series of windows that allow the user to quickly create a full set of libraries which match the predifined administrative tables. This option can be applied to the main library, to a specific 2nd or 3rd level library, or to a group of libraries of the same level (2nd or 3rd ), type and parent libraries type.
• the "create libraries” wizard works through the following steps, each with "next'V'previous'V” cancel” options: D Step 1 : the wizard informs the user of the initial level of creation, parent libraries and how many levels could be created. For instance "2nd level: Workgroup.
• 3rd level current 2 levels may be added.”
• G Step 2 the wizard asks for the type of library to create on the current level (operations, classifications or work group - but not a type which exists as a parent library). The user can also select whether to create libraries for all records in the administrative table, or only for those in use, i.e. for which records exist in the TimeSummary table (operations and classifications) or Userlndex table (work groups).
• D Step 3 if more than 1 level can be added, step 3 is similar to step 2. A "skip" option can be used to skip to step 5.
• D Step 4 if a third level can be added, the wizard informs the user of the library type which is created. For instance "4 th level: Classification".
• D Step 5 the program queries database 28 for all libraries as requested; when finished, a list of all the resulting libraries appears (each row in the form "Operation: OpName / Classification: CIName / Group: GrName”). All rows are initialy selected; the user may deselect rows.
• a "create” option can be used to create the selected libraries.
• the rules sub-menu options are: D Timers... ; D Events... ; and
• the "timer” wizard works through the following steps, each with "next"/"previous”/”cancel” options: D Step 1 : the wizard asks the user to select a minimum value, maximum value and interval (in selectable units such as minutes). D Step 2: similar to the "reaction" tab in the new/change-rule options.
• Step 3 the wizard asks the user whether to create rules in all levels selected, or only in lowest level of each branch.
• a "create” option can be used to create the defined rules.
• D Step 1 the program queries the database for all event types; when finished, a list of all the resulting event names. All rows are initially selected; the user may deselect rows, or mark "only in use” (i.e., only events which have records in the "timed events” table).
• D Step 2 similar to the "reaction" tab in the new/change-rule options.
• D Step 3 the wizard asks the user whether to create rules in all levels selected, or only in lowest level of each branch.
• a "create” option can be used to create the defined rules.
• a "quota” rule-wizard performs the following steps, each with "next'V'previous cancel” options:
• D Step 1 the wizard asks the user to select a minimum value, maximum value and interval (in minutes) for day-time hours to check for quota.
• D Step 2 the wizard asks the user to select a starting and interval values for quantities to check for at each quota "checkpoint hour", and a logical operator with which to perform the check.
• D Step 3 similar to the "reaction" tab in the new/change-rule options.
• Step 4 the wizard asks the user whether to create rules in all levels selected, or only in lowest level of each branch.
• a "create” option can be used to create the defined rules.
• the "arrange icons" menu preferred options are: D By Type; D By Name; and
• the "Display AN" option is selected by default; if deselected, libraries which do not contain any rules become invisible.
• Figure 8 is a computer screen image of a dialog box 160 illustrating the reactor dialog, in accordance with a preferred embodiment of the present invention.
• timer/event rule setting windows and in the timer/event rule wizards.
• the user may set one or more reaction types to be activated when the timer/event condition is met.
• the "Pop Up” 162 feature is utilized using the "notice” 154, installed on the client PC's.
• the control displays a message 164 on the screen (using the text entered in appropriate field in the reaction dialog), whenever the preset conditions are met.
• the "Mail” option 166 sends a notification of the event or time, together with the type of operation, classification and user for whom the conditions were met, to a specified mail recipient. More than one recipient may be selected using the "To" button 168.
• the "log" 170 option can be used to write a notice as a line in the log table, with the specified message, for later reference.
• the "Execute" 172 option may be used to activate an executable program.
• the program may reside on a network library, accessible to all clients. Alternatively, the program may be run from the client local hard disk, in which case it is necessary for all clients to have the program located in the same local library.
• a "browse” 174 button can be used to locate the executable.
• the "Event” 176 option initiates an event, from the predefined list of events in the Eventlndex table.
• the event is registered for the ongoing operation (for a "timer” rule 178 only). This option may be used to create time-dependant events, without having to hard-code them in the application.
• Figure 9 is a computer screen image illustrating the creation of a time-dependent "event” 180, in accordance with a preferred embodiment of the present invention.
• the "angry customer” rule which appears in the right pane 182 relates to an event called “angry customer” which occurs during a "telemarketing” operation classified as “upgrade”.
• Rule analysis takes place in two phases - analysis of existing rules, and proposing new ones.
• the two phases are separate actions as far as the user is concerned, although they are related and may share some data.
• This phase has to do with examining database records and assessing the supposed frequency of alerts for the period examined, based on the current configuration of rules. This does not necessarily imply that such alerts have happened, and it is possible to check newly created rules against old data.
• This phase involves examining database records and calculating reasonable filters that create rules that produce the right amount of alerts, that is - not too much and not too little.
• thresholds are based on desired percentage of events, operations or employees to be pointed at by alerts.
• the general scheme for analysis & proposal are as follows: D The user selects the library to be analyzed, in the Reactor explorer (for multiple libraries, the following is repeated for each library separately). D The user selects the rule type to be analyzed from the menu. G The user is prompted for the period for analysis. D The user is prompted for additional rule type specific parameters. D A rule type specific query selects data relevant to library and period into a temporary table. D A query selects all rules belonging to library and rule type into rules. 0 rule type specific analysis procedure tests table against rules and parameters, producing a report. ⁇ A rule type specific proposal procedure tests table, rule type and parameters. producing a proposal. G The user is asked to select rules to be removed out of rules, and rules to be selected from a proposal and inserted into rules.
• TiStlndex and TiGrlndex are virtual fields calculated by selecting the matching AllowedStates.Stlndex and AllowedUsers.UsGrlndex, respectively. Length represents the operation length. Timer Query Report
• Timer Query Proposal Proposal preparation depends on the selection of Parameters. Quick. If quick method is requested, the proposed TimeLength is calculated according to the mean and standard deviation of the Table population. If not, the Table is searched, and a value for TimeLength is sought that satisfies the percentage.
• ErlangK ROUND ( ⁇ fean ⁇ 2 / Dev ⁇ 2)
• Event prompt Parameters how many events (per operation) should fit rule Percentage ⁇ . how many events (a day) should fit rule Daily ⁇ .
• Event Query Table SELECT Evlndex, count(*) AS Number FROM TimedEvents, TimedOperations WHERE
• timedOperations.TiOplndex Library.Oplndex OR Library.Oplndex IS NULL
• timedOperations.TiCIIndex Library. Cl Index OR Ubrar .CI Index IS NULL
• timedOperations. TiStlndex Librarv.Stlndex OR Librarv.Stlndex IS NULL
• timedOperations. TiGrlndex Library.Grlndex OR Library.Grlndex IS NULL) AND (TimedOperations.TiStartTime IN Period ) AND
• TiStlndex and TiGrlndex are virtual fields calculated by selecting the matching AllowedStates.Stlndex and AllowedUsers.UsGrlndex, respectively.
• Length represents the operation length.
• Quota prompt Parameters how many users (out of total users in group) should fit rule Percentage how many_ ⁇ sers (a day) should fit rule Daily ⁇ .
• TiStlndex and TiGrlndex are virtual fields calculated by selecting the matching AllowedStates.Stlndex and AllowedUsers.UsGrlndex, respectively.
• the proposed quantities is selected so that both the daily total and per-user conditions are met. Note that the algorithm uses parameters & tables defined in the previous steps, as if they were not de-allocated (or are global).
• Proposal preparation is as follows: since there may be several quota rules in a single library (for different hours), loop on each rule; then scan all days in period; for each day, sort users by their operation count, and find a daily quota that satisfies the limit; at the end, average all daily quotas, to find the rule quota; then, update the
• the Reactor Triggers 144 Rule structure
• the rule is defined by many parameters, generally grouped as following: D Library information (to which operations the rule applies; D Alert information (under which conditions an alert is activated); and D Response information (what action to take when alert is activated).
• Library information includes these data fields: D Operation;
• NULL value functions as a wild card.
• an operation must comply with all non-NULL values.
• Rule type may either be T, E, Q or C for Timer, Event, Quota or Counter, respectively.
• Delay determines the length of the operation for testing by a Timer rule; Event determines the event type to be tested by an Event rule; Day Time, Quantity and Logical Operator define a Quota rule; Quantity and Logical Operator also define a Counter rule.
• Event rules is tested by a trigger. A successful testing by this trigger directly leads to an alert activation (that is intercepted by the "herald” service).
• Event Trigger The trigger is set upon an INSERT to the TimedEvents table.
• Logic return the timed operation that "contains” the event, and any rule that applies to this event (there may be more than one rule, for instance - one rule for all operations of a certain type, and a more restricted rule for a specific user group).
• TiStlndex and TiGrlndex are virtual fields calculated by selecting the matching AllowedStates.Stlndex and AllowedUsers.UsGrlndex, respectively.
• An alert is set off by sending "Herald” 156 the results of the above trigger.
• Timer rules is tested by a trigger 144.
• a successful testing by trigger 144 initiates a timer within "herald" 156. This timer's alarm leads to an alert activation. Cancellation is also tested by a trigger 144. Timer Trigger
• Trigger 144 is set upon an INSERT to the TimedOperations table.
• the test for an Inserted row is Logic: return the timed operation and any rule that applies to this operation.
• TiStlndex and TiGrlndex are virtual fields calculated by selecting the matching AllowedStates.Stlndex and AllowedUsers.UsGrlndex, respectively.
• a timer (or timers) are activated by sending "Herald” 156 the results of the above trigger 144. This timer ticks for a specified length of time, or until it is deactivated by a cancelation trigger 144. When the timer finishes ticking, it sets off the actual alert.
• the cancelation trigger is set upon an UPDATE to the TimedOperations table.
• the test for an Inserted row is:
• Quota rules is tested by a scheduled "Span" 146 component.
• the component queries for compliant users; users passing the test leads to an alert activation.
• Quota Schedule A scheduling or timer mechanism is activated for each rule, according to the DayTime column in the SyRules table.
• Quota query Logic step 1 - return each user's count of operations (only those started and finished today) of the type tested by the rule.
• Step 2 return users for whom the rule has been met; step 2 is determined according to the Operator & Quantity columns in the SyRules table (there may be more than one user returned by the query).
• @Op is the rule's allowed operation index tested @CI is the rule's allowed classification index tested
• TiStlndex and TiGrlndex are virtual fields calculated by selecting the matching AllowedStates.Stlndex and AllowedUsers.UsGrlndex, respectively.
• SELECT @step2 SELECT TiUslndex FROM @Step1 WHERE
• Quota Alert A timer (or timers) is activated by sending "Herald” 156 the results of the above query. Each user returned is to be considered an “alert source”, and for each - a separate message is sent.
• Rules Editor 142 scans SyRules Table in the System main database to visually represent the existing rules to end-user.
• Rules Editor 142 refers to XML file 152 named "rules.xm ⁇ " to obtain the hierarchical structure of the rules and organizes them into "libraries”. It is required that this file is placed at the same directory as Rules Editor 142 is located.
• Rules Editor 142 uses DOM 128 to access the XML and ADO to access database 28.
• Rules Editor 142 allows the creation and publishing of the rules. This action affects both SyRules Table, that actually stores the rule details and "rules.xml" file that contains the rule hierarchical relationship. If a "quota" rule is created, Rules Editor 142 establishes the connection with Windows Task Scheduler Service to set up the System Span Task. For Timed and Event rules no further Editor 142 action is needed.
• LRULENUM PRESULTRST->FIELDS->GETJTEM(OL)->GET_VALUE(); PRESULTRST->CLOSE(); ⁇
• LPCWSTR PWSZPARAMETERS ::_LTOW(LRULENUM , WSZTEMP, 10);
• sp_Span Create Procedure sp_Span
• Table IV is returned back to system span 146 executable as an ADO recordset. According to gathered rule details, system span 146 analyzes the data from a table trying to detect whether the rule was met. If so, system herald 150 is invoked.
• system herald 150 refers to relevant tables of the main database to obtain the notification details it needs to send a message.
• the notification recipient is preferably extracted as well as the transport (media) selected for every recipient.
• the following SQL statement is used through ADO to accomplish this task:
• ⁇ RulelD is expanded to the actual rule number being executed.
• System herald 150 refers to the SyRules table once again in order to format the message being transferred.
• the message coding convention that is used for this process is defined below.
• system herald 150 uses O/S message queue (like MSMQ) or SMTP to send the formatted message to all recipients.
• the message can contain plain text and codes for different data items, and an exemplary list follows in Table V:
• SyRules table (either as written in the table, or as reference to other tables) except the ones marked by (*), which are determind at execution time by the "Herald" service 150.
• An E-Mail message consists of the following data:
• a Notice message consists of the following data: Source: [us] Message: user defined
• Figure 10 is a computer screen image illustrating a notice message 190, in accordance with a preferred embodiment of the present invention.
• the software component of system 10 provides the infrastructure for a methodology of employee management. This methodology assumes that: D a manager is to be notified when any of a set of business-specific conditions occur in the work process; D with this notification the manager can access certain data that can help him handle the situation; and D the manager, based on the data, assists the "agent" (an employee being monitored by system 10) in the work process.
• System Notice 154 is designed to help the manager exchange data with the agent and with database 28: D to support the act of notification; D for data access; and D for agent assistance.
• System Notice 154 is the front end of an "executive messaging channel" that is independent of e-mail. This channel is used to support the management methodology described. The channel supports the following functions:
• agents and managers are in the functions accessible 5 by the each.
• An agent is only allowed to access functions 3-5, while a manager can access function 2 (permission granted by system administrator 30), and functions 6-7
• the "send" button 194 is normally disabled. If the user is a manager, he may use it to create a new message (function 2) or to forward/reply to an incoming message currently displayed (function 5). An agent may only reply to an incoming message 192, and may not create a new message. Pressing "send"
• a manager may install the Callflow Analyzer on his workstation, in which case Notice 154 can interact with the Callflow Analyzer in the following way: 10
• a manager with a sufficient security status may use Notice 154 to retrieve an 25 agent's screenshot in the following way:
• the request identifies the manager.
• Notice 154 takes a picture of the agent's screen and sends it over to the manager.
• the screenshot is taken using the Windows Applications Program Interface 35 (WinAPI32).
• WinAPI32 Windows Applications Program Interface 35
• the request is initiated by the manager through his Callflow Analyzer.
• the screenshot displayed on the manager's workstation, again through the Callflow Analyzer.
• System executive 36 is an application designed for the executive levels of the organization, to set up and print reports based on the system operational database 28.
• System executive 36 is a windows-based application, which can be installed on system server 26 itself, or on any remote PC. Working with the product is done by main menu, through which the various executive options can be reached.
• the main menu options are: G File; D Scenarios; D Options; D Window; and ⁇ Help.
• the "files" referred to are definitions that include a report template, and a set of values matching the parameters expected by the report.
• the file menu options are: D New... ;
• the user When a new file is created, the user is first asked to select a template from the available report types. After a selection is made, the file is presented in the form of a window with the various fields required by the template, to be filled in by the user.
• a report When a report is saved, the user may choose whether date-type fields are to be used with absolute or relative values, relative indicating that the difference between current date and selected date should always be the same.
• a report is saved with the destination (printer, file, e-mail, screen).
• Reports is saved to local files, with ".set” indicating system executive 36 templates, ".ser” indicating reports.
• the options menu options are:
• Report levels are handled like regular tables. Setting them enables a user to create and open only reports of a level equal to or lower than his own security level.
• Choosing the Templates option opens an explorer window, which enables the user to set the library (local or network) where ".set” files is searched for by default. "Executables” are “.sxr” files which, when "clicked”, open and run pre-defined reports without entering the executive application. When this option is selected, an explorer window opens with multiple choice available. The selected report set is then given a name and an (optional) expiration date.
• the "files" referred to are in fact definitions that include a report template, and a set of values matching the parameters expected by the report.
• the Scenario menu options are: D Scenarios; and
• Scenarios are handled in exactly the same format as the tables editing windows in the "Administrator” application: scenarios refer to the “Scenariolnfo” Table VIA; Operations refer to the “ScenarioDetails” Table VIB.
• G values for operation lengths and quantities are averaged on base period (start to end dates); D all lengths are multiplied by general efficiency factor; D for specified operations and classifications (in details), lengths are multiplied again by detail efficiency factor.
• Scenario related reports may use the calculated operation lengths together average frequencies, or with stated Weekly Frequency, for purposes of resource planning.
• System Consultant System consultant 38 is an application designed for the engineers and operations research staff of the organization, to set up and print special analysis reports based on system 16 operational database 28.
• Standard consultant 38 reports are as follows: D The Workflow Trees report examines the operations and their linked keys, over a specified period of time. It sorts them into groups of chained operations, then goes over each group, counting how often a certain type of operation, leads to another certain type of operation, on a specific node of the chain. By transforming these summaries into percentages, it builds a diagram in the form of a probability tree, showing how operations form complete tasks, statistically.
• the Trend Tracer is a collection of reports designed to point out trends in parameters obtainable from the "TimeSummary table", which is designed for fast queries.
• ARP Advanced Resource Planning
• the Advanced Resource Planning (ARP) report takes into account nonlinear elements in the workflow using more complex mathematics (queuing methods) than the simple linear arithmetic of the resource planning report included in the basic package. This enables users to design resources for departments where the workflow is stochastic. ARP also uses user-defined scenarios to improvise on database 28 statistics.
• This report examines the operations and their linked keys, over a specified period of time. It sorts them into groups of chained operations, then goes over each group, counting how often a certain type of operation leads to another certain type of operation, on a specific node of the chain. By transforming these summaries into percentages, it builds a diagram in the form of a probability tree, showing how operations form complete tasks, statistically.
• An intermediate level of processing is performed in order to cluster operations into trees, dividing unrelated operation clusters into separate trees.
• a minimal percentage threshold is set, under which a node is considered a breaking point. Branches emerging from a breaking point are separated into new distinct trees, marked as "broken" trees.
• Advanced resource planning refers to nonlinear elements in the workflow which require calculating a level of service and, therefore, more complex mathematics than the simple linear arithmetic of the resource planning report included in the basic package.
• ARP performs a scenario-based analysis, like the basic resource planning
• RP RP
• Basic RP simply groups together operations for specific workgroups, and according to the specific scenario, calculates how many of these operations take place in the forecast period and how long they take. It then is able to plan the resources needed for that volume of work.
• ARP works for one workgroup at a time. It first requires the user to mark up operations which form that group's on-line services. It then asks for the user to set a service level requirement, in terms of waiting time, availability percentage or similar parameters of queueing theory. All these settings are saved as part of the ".ser" file.
• ARP then calls up the Queue Plan Interface (QPI) component, described hereinbelow.
• QPI accepts a service time (comprising the service operations) and offline time (comprising of all other operations), and the required level of service.
• QPI then returns the number of employees required for that group.
• the trend tracer is a collection of reports designed to point out evident trends in parameters obtainable from the "TimeSummary table", which is designed for fast queries.
• the trend tracer creates a table, which is split into time periods.
• the size of the periods can be selected by the user for Monthly, Weekly or Daily reports.
• the user selects a range of dates for the report, and may also mark up selected users, groups or operations to examine.
• the "classification trend tracer” also checks the percentage of classification, for each classification under an operation.
• the trend tracer searches for a pat tern based on some basic statistical regression methods. Only parameters with significant trends appear in the final report produced, along with the trend line formula.
• the report definition screen supplies the user with a default confidence level (95%), which could be altered by the user.
• the QPI interface is a part of system 16 resource planning engine. At its heart is a calculation method (the main subroutine of which is listed hereinbelow) which accepts as input the parameter fServers (which represents the number of employees doing a given set of activities), and based on activity data (provided as various properties of the object setting) calculates properties of the process output (such as service level) and throughput.
• the parameter fServers which represents the number of employees doing a given set of activities
• activity data provided as various properties of the object setting
• This calculation is a numerical approximation of a statistical formula that describes the behavior of a service queue interwoven with offline activities. That enables the system 16 ARP report to plan resources based on service level, as well as on simple multiplication of operation time and quantity.
• DIVIDER TIMESLICE / 60
• EXITMESSAGE " ⁇ I9 ⁇ D ⁇ main 7i AI IB ⁇ ⁇ 1 I I f? ⁇ "
• EXITMESSAGE "13OTI D ⁇ mm ⁇ ⁇ uf? IN ⁇ I IID 0-7" EXIT SUB
• LA( ⁇ ) FARRIVALS NEXT I
• MU( ⁇ ) SERVICERATE * I NEXT i
• MU( ⁇ ) XX + ABANDONRATE * i NEXT i
• AW( ⁇ ) Q / ABANDONRATE + (1 - Q) * AW( ⁇ - 1)
• SPR(l) (1 -Q) * SPR(I-1)
• CUM(I) CUM(I - 1) + 1 / MU(l)
• S S + P(l) * AB(l)
• R R + P(l) * SW(l)
• EEN (1 - P(CURRENTLINESNUMBER)) * FARRIVALS
• AWS 3600 * R / (1 - P(CURRENTLINESNUMBER) - PIS - PAB)
• PARAMETERS.SETPARAMETERVALUE UCAVREAGEWAITINGTIME, AWV PARAMETERS.SETPARAMETERVALUE WAITTIME4WAITING, AWW PARAMETERS.SETPARAMETERVALUE WAITTIME4ABANDON, AWAB PARAMETERS.SETPARAMETERVALUE WAITTIME4SERVICED, AWS
• PARAMETERS.SETPARAMETERVALUE BUSYSIGNALRATE, (FARRIVALS - EEN) * DIVIDER PARAMETERS.SETPARAMETERVALUE PERCBUSYSIGNAL, P(CURRENTLINESNUMBER) * 100 PARAMETERS.SETPARAMETERVALUE PERCIMMEDIATESERVICE, PIS * 100 PARAMETERS.SETPARAMETERVALUE PERCWAITING, 100 * (1 - PIS - P(CURRENTLINESNUMBER)) WT 100 * (1 - PIS - P(CURRENTLINESNUMBER)) * EXP(-SETTING.GETTHRESH0LDVALUE /
• PARAMETERS.SETPARAMETERVALUE PERCWAITMORETHAN_T WT PARAMETERS.SETPARAMETERVALUE PERCWAITLESSTHAN_T, 100 * (1 - P(CURRENTLINESNUMBER) - PIS) - WT PARAMETERS.SETPARAMETERVALUE CABANDONRATE, EAB * DIVIDER PARAMETERS.SETPARAMETERVALUE PERCABANDONING, 100 * PAB
• Figure 11 is a flow chart that schematically illustrates the callflow analyzer function 200, in accordance with a preferred embodiment of the present invention.
• the software component of system 10 provides the infrastructure for a methodology of employee management. This methodology assumes that: D a manager is to be notified when any of a set of business-specific conditions
• 212 are derived from the workflow data 220 stored on database 28, causing notifications 214 to be sent to the manager workstation component of system notice 154A; D with notification 214 the manager can access visualizing data 216 that can help him handle the situation; and D the manager, based on data 216, exchanges messages 218 with the "agent" (an employee being monitored by system 10) system notice component 154B to assist the agent in the work process.
• the Callflow Analyzer 210 is a primary tool for visualizing part of the relevant workflow data, and is activated 222 by Notice 154.
• CFA is a system for analyzing the information stored in System Database 28, in a way that produces Gantt charts.
• Figure 12 is a graph that schematically illustrates the function of a Gantt chart 230, in accordance with the prior art.
• the Gantt chart is a basic means of visually presenting a project program. Essentially a bar chart, it is a useful summary of where the project stands.
• Each bar 232 constitutes an aggregate of numerous sub-tasks, which are each continued in their own Gantt chart.
• a hierarchy of Gantt charts can therefore be built up.
• the Gantt chart is often used as the benchmark by which a project's progress is measured, and is commonly circulated to all team leaders.
• Gantt charts can describe either a specific set of logically linked operations (which are referred to as a "case") or a historical summation of multiple cases.
• Figure 13 is a schematic illustration of the functions of the callflow analyzer
• the CFA system's structure is a unique combination of data analysis procedures, display techniques, and interaction of various software components, in a way that supports the proposed management methodology.
• CFA stored procedures 210A generally return a table containing Gantt chart data 210D, based on certain parameters given to them.
• Gantt chart data 210D is returned as rows, each row relating to a different activity 232 and containing the following these columns:
• Sy_VAW_Ca returns a Gantt with activities aggregated to "categories" (families of similar types of operations) for low-resolution analysis.
• Sy_VAW_Op returns a Gantt with activities aggregated to "operations" for high resolution analysis.
• Sy_VAW_Ca_Us returns a Gantt with categories, with each user's data shown seperately. To differentiate users, an additional column 'Series' is returned.
• Sy_VAW_Ca_Gr returns a Gantt with categories, with each user- group's data shown seperately. To differentiate groups, an additional column
• Sy_VAW_Op_Us returns a Gantt with operations, with each user's data shown seperately. To differentiate users, an additional column 'Series' is returned.
• Sy_VAW_Op_Gr returns a Gantt with operations, with each user- 15 group's data shown seperately. To differentiate groups, an additional column
• Sy_VAW_Us returns a Gantt for a specific user, for a single case of operations.
• Userlndex selects a specific user for query, or (if NULL) all users.
• Grouplndex selects a specific group for query, or (if NULL) all groups.
• Case selects a specific case for query, or (if NULL) all cases.
• Operationlndex selects a specific operation for query, or (if NULL) all operations.
• Categorylndex selects a specific category for query, or (if NULL) all categories.
• FromDate earliest time for query or (if NULL) since first entry. 307. ToDate: latest time for query or (if NULL) until last entry.
• Userlndex selects a specific user for query, or (if NULL) all users.
• the CFA middle tier 21 OB has the task of receiving various inputs, indicating the type of querying required, running the appropriate stored procedures and delivering the data returned to Gantt display 21 OD.
• CFA gets query definitions that are selected 30 specifically by the user. From System Herald 150, CFA gets additional notification on incoming alerts, that are transformed into appropriate query definitions.
• Aggregation method selects which of procedures 1-6 to use.
• Time period date and time are combined to FromDate and ToDate.
• User multiselection transformed to a series of queries for each User.
• Group multiselection transformed to a series of queries for each Group.
• Operation multiselection transformed to a series of queries for each Operation.
• Category multiselection transformed to a series of queries for each Category.
• IC User multiselection transformed to a series of queries for each user.
• Figure 14 is a computer screen image illustrating the main window of the CFA user interface 250, in accordance with a preferred embodiment of the present invention.
• H 260 Shows "notice” window.
• IH 262A indicates auto keep
• H 262B no auto keep. Switched by clicking.
• Figure 15 is a computer screen image illustrating the "roll” and "filter” features of the main window of the CFA user interface, in accordance with a preferred embodiment of the present invention.
• a click on the Roll icon 290 switches between rolled-up and rolled-down pane.
• Double-click on the Roll-Down icon rolls the pane down while rolling all others up.
• a click on the Filter icon 292 switches between filter-off (same as selecting "ALL") and filter-on (previously selected from the list, or currently being selected). Filter is switched on when selection is in progress.
• All rolled-down panes occupy the same space when not in selection: whatever space is allowed by the size of the main form, minus the height of all rolled- up panes, is divided between all rolled-down panes.
• Figure 16 is a set of computer screen images illustrating the full sub-windows of the CFA user interface, in accordance with a preferred embodiment of the present invention.
• Figure 16 shows each of the CFA full sub-windows that are displayed when the corresponding entry sub-window is clicked on CFA user interface 250.
• print dialog box 318 is displayed.
• Zoom on Category if activity is aggregated by Categories, and a manager right-clicks on a specific bar of a Category, a new query is run with the selected Category as filter and activity aggregated by Operations.
• Zoom Out Categories if activity is aggregated by Operations, and a manager right-clicks on the chart (not on a bar), a new query is run with activity aggregated by Categories.
• Zoom Out Groups if agents are aggregated by Users, and a manager left-clicks on the chart (not on a bar), a new query is run with agents 0 aggregated by Groups.
• VALUES ( ⁇ series, ⁇ label, @x, ⁇ I) FETCH next FROM thru INTO ⁇ label, @t, ⁇ I, ⁇ tg, ⁇ series END CLOSE thru SELECT series, label, AVG(x) AS x1 , AVG(x + I) AS x2, COUNT(x) AS number FROM #res GROUP BY series, label ORDER BY series, label DROP TABLE #res
• SELECT @n getdate()

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• 2001
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