# US 2021/0176136 A1 · Continuous data sensing of functional states of networked computing devices to determine efficiency metrics for servicing electronic messages asynchronously

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- Number: US 2021/0176136 A1
- Document ID: US20210176136A1
- Status: Published application
- Kind: A1
- Application number: 16/952,035
- Filed: 2020-11-18
- Published: 2021-06-10
- Earliest claimed: 2019-05-15
- Assignees: Khoros, LLC
- Applicants: Khoros, LLC
- Inventors: Shane Jackson Davis; Jessica Marie Woods; Adam Levi Poncher
- Web page: https://patentgrep.com/patent/US20210176136A1

## CPC

- G06F 11/3006: {where the computing system is distributed, e.g. networked systems, clusters, multiprocessor systems (multiprogramming arrangements G06F9/46; allocation of resources G06F9/50)}
- H04L 41/22: comprising specially adapted graphical user interfaces [GUI]
- G06F 11/302: {where the computing system component is a software system}
- G06F 11/3055: {Monitoring arrangements for monitoring the status of the computing system or of the computing system component, e.g. monitoring if the computing system is on, off, available, not available (error or fault processing without redundancy G06F11/0703; error detection or correction by redundancy in data representation G06F11/08; error detection or correction of the data by redundancy in operations G06F11/14; error detection or correction by redundancy in hardware G06F11/16)}
- G06F 11/323: {Visualisation of programs or trace data}
- G06F 11/324: {Display of status information}
- G06F 11/3438: {monitoring of user actions (tracking the activity of the user H04L67/535)}
- G06Q 10/0639: Performance analysis of employees; Performance analysis of enterprise or organisation operations
- H04L 41/046: comprising network management agents or mobile agents therefor
- H04L 43/0876: Network utilisation, e.g. volume of load or congestion level
- H04L 67/1095: Replication or mirroring of data, e.g. scheduling or transport for data synchronisation between network nodes
- H04L 67/12: specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
- H04L 67/535: {Tracking the activity of the user (network monitoring arrangements H04L43/00; recording of computer activity G06F11/34)}
- H04M 3/5175: {Call or contact centers supervision arrangements}
- G06F 2201/865: Monitoring of software
- H04L 41/0253: using browsers or web-pages for accessing management information
- H04L 41/5064: {Customer relationship management}
- H04M 2203/401: Performance feedback
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- 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
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)

## Abstract

Various embodiments relate generally to data science and data analysis, computer software and systems, and wired and wireless network communications to interface among repositories of disparate data and computing machine-based entities configured to access, track, and/or analyze data, and, more specifically, to a computing and data storage platform to implement computerized tools to continuously (or nearly continuously) sense data describing functional states of remote computing devices and/or user interfaces configured to service electronic messages, according to at least some examples. For example, a method may include receiving a stream of data representing states of user interfaces, analyzing the states of the user interfaces, identifying activity data, identifying a state of an application, detecting an action and classifying a subset of activity data based on the action, and generating data representing a state of an application configured to interact with a digital conversation.

## Claims

### Claim 1

A method comprising:
receiving into an application data representing a state of a computing device configured to interact electronically with the asynchronous electronic messages, the data representing the state of the computing device in segments of time;
identifying one or more subsets of activity data configured to determine an activity type associated with the computing device for a segment of time;
identifying data representing a state of an application;
detecting data representing an action associated with the one or more subsets of activity data associated with a segment of time;
classifying the one or more subsets of activity data based on the action to form a classified activity type based on an agent-user role associated with the computing device;
generating data representing a state of the digital conversation, the data being configured to present in a user interface a value of data associated with the activity type and a value of data associated with the state of the application;
aggregating the segments of time based on the states of the application to form aggregated segments of time; and
causing presentation via the user interface as a computerized tool a data representation of the value of data associated with the activity type and the value of data association with the state of the application configured to interact with the digital conversation, the state of the application being associated with at least a portion of the aggregated segments of time.

### Claim 2 (depends on 1)

The method of claim 1 further comprising:
disposing executable instructions in an application associated with the computing device.

### Claim 3 (depends on 2)

The method of claim 2 wherein disposing the executable instructions further comprises:
executing instructions to extract data based on timer-related data, the data extracted at each segment of time.

### Claim 4 (depends on 1)

The method of claim 1 further comprising:
detecting a communication management platform application is active to identify data representing the state of the application.

### Claim 5 (depends on 1)

The method of claim 1 further comprising:
detecting execution of another application subsequent to executing instructions associated with a communication management platform to identify data representing the state of the application.

### Claim 6 (depends on 1)

The method of claim 1 wherein classifying the activity type associated with the action to form the classified activity type further comprises:
reclassifying the activity type for the segment of time from an in-progress classification to a response action.

### Claim 7 (depends on 1)

The method of claim 1 wherein classifying the activity type associated with the action to form the classified activity type further comprises:
reclassifying the activity type for the segment of time from an in-progress classification to a close action.

### Claim 8 (depends on 1)

The method of claim 1 wherein generating data representing the state of the application further comprises:
generating data representing a metric as a function of the in-focus state of the application and the classified activity type.

### Claim 9 (depends on 8)

The method of claim 8 further comprising:
generating data to present the metric in an analytic user interface.

### Claim 10 (depends on 1)

The method of claim 1 further comprising:
identifying an exchange of electronic messages constituting a digital conversation, the electronic messages being communicated via a network as asynchronous electronic messages.

### Claim 11 (depends on 10)

The method of claim 10 wherein identifying the exchange of electronic messages constituting the digital conversation comprises:
identifying a channel of communication with which to generate a response.

### Claim 12 (depends on 1)

The method of claim 1 wherein the state of the application includes data representing an in-focus state of the application at which at least a portion of the application is executed at the computing device in the segment of time.

### Claim 13 (depends on 1)

The method of claim 1 wherein the state of the application includes data representing an out-of-focus state of the application at which at least one or more portions of the application are executed in a prior segment of time.

### Claim 14 (depends on 1)

The method of claim 1 further comprising:
associated with the state of the application including one or more of an in-focus state and an out-of-focus state.

### Claim 15 (depends on 14)

The method of claim 14 further comprising:
aggregating a first subset of the segments of time associated with the in-focus state and a second subset of the segments of time associated with the out-of-focus state based on the states of the application to form aggregated segments of time.

### Claim 16

A system comprising:
a data store configured to store executable instructions; and
a processor configured to execute instructions to implement a sensing application configured to:
receive into an application data representing a state of a computing device configured to interact electronically with the asynchronous electronic messages, the data representing the state of the computing device in segments of time;
identify one or more subsets of activity data configured to determine an activity type associated with the computing device for a segment of time;
identify data representing a state of an application;
detect data representing an action associated with the one or more subsets of activity data associated with a segment of time;
classify the one or more subsets of activity data based on the action to form a classified activity type based on an agent-user role associated with the computing device;
generate data representing a state of the digital conversation, the data being configured to present in a user interface a value of data associated with the activity type and a value of data associated with the state of the application;
aggregate the segments of time based on the states of the application to form aggregated segments of time; and
cause presentation via the user interface as a computerized tool a data representation of the value of data associated with the activity type and the value of data association with the state of the application configured to interact with the digital conversation, the state of the application being associated with at least a portion of the aggregated segments of time.

### Claim 17 (depends on 16)

The system of claim 16, wherein the processor configured to receive the stream of data is further configured to:
dispose executable instructions in an application associated with the computing device.

### Claim 18 (depends on 17)

The system of claim 17, wherein the processor is further configured to:
execute instructions to extract data based on timer-related data, the data extracted at each segment of time.

### Claim 19 (depends on 16)

The system of claim 16, wherein the processor is further configured to:
detect a communication management platform application is active to identify data representing the state of the application.

### Claim 20 (depends on 16)

The system of claim 16, wherein the processor is further configured to:
reclassify the activity type for the segment of time from an in-progress classification to either a response action or a close action.