Method, apparatus, and system for providing health monitoring event anticipation and response
AssigneeAvaya Inc.
InventorRobert C. Steiner
Life of this patent
Estimating the term…
Abstract
A contact center is described along with various methods and mechanisms for administering the same. In particular, the contact center may be configured to execute a work assignment engine and the contact center may also contain a health monitoring module that is configured to monitor events in the work assignment engine, compare the monitored events with a grammar defining expected events and an expected sequence of the expected events, and determine whether the work assignment engine is behaving appropriately based on the comparison.
Claims20
A method of monitoring events in a computation system, the method comprising:
- building a grammar that defines a series of events that can occur in the computation system as well as an expected order of the series of events;
- monitoring event flows in the computation system;
- comparing the monitored flows with the grammar;
- and
- based on the comparison of the monitored flows with the grammar, determining that an abnormal event or series of events has occurred in the computation system.
A non-transitory computer-readable medium comprising processor-executable instructions, the instructions comprising:
- instructions configured to build a grammar that defines a series of events that can occur in the computation system as well as an expected order of the series of events;
- instructions configured to monitor event flows in the computation system;
- instructions configured to compare the monitored flows with the grammar;
- and
- instructions configured to determine that an abnormal event or series of events has occurred in the computation system based on the comparison of the monitored flows with the grammar.
A contact center, comprising:
- a work assignment engine executed in one or more servers, the work assignment engine being configured to make work assignment decisions for work items received in the contact center;
- and
- a health monitoring module configured to build a grammar that defines a series of events that can occur in the work assignment engine as well as an expected order of the series of events, monitor event flows in the work assignment engine, compare the monitored flows with the grammar, and determine that an abnormal event or series of events has occurred in the work assignment engine based on the comparison of the monitored flows with the grammar.
Dependencies are inferred from the claim text.