US 2022/0029874 A1Published application

Optimized Automation Triggering in Live-Monitoring of Agent Instances

AssigneeIntradiem, Inc.

InventorsChristopher Powell Busbee, Jennifer Christine East, Michael Carl Jarus, Jennifer Lee, Kevin Wilson

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Abstract

A computing system includes processor(s) in a management network that serves an end-user network with agent instances. Server(s), such as a workforce management server or a communication distribution server, receive communications to the end-user network and assign agent instances to service the communications. The processor(s) perform tasks that include (a) receiving first data associated with the processes of the server(s), (b) determining, based on a specification defined by the end-user network, a first operation to be performed by the server(s), where the specification includes a first logical directive including at least one first condition that, if satisfied by the received first data, defines the first operation, (c) providing the first operation to the server(s), (d) determining rules-execution data, (e) analyzing the first data and/or the rules-execution data to identify at least one non-compliant statistical parameter, (f) determining a rules recommendation, and (g) providing the rules recommendation to the end-user network.

Claims30

Dependent claims

A computing system comprising:

one or more processors disposed within a management network, wherein the management network has computing resources dedicated to an end-user network that includes a plurality of agent instances, wherein one or more servers associated with the end-user network are operable to perform processes to (i) receive communications to the end-user network and (ii) assign individual agent instances within the plurality of agent instances to service the communications to the end-user network, and wherein the one or more processors disposed within the management network are configured to perform tasks including:
receiving first data associated with the processes of the one or more servers;
determining, based on a specification, a first operation to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises a first logical directive including at least one first condition that, if satisfied by the received first data, defines the first operation;
providing, to the one or more servers, the first operation;
determining rules-execution data corresponding to a plurality of instances of the first operation being executed by the one or more servers on behalf of the end-user network;
analyzing at least one of the first data and the rules-execution data to identify at least one non-compliant statistical parameter in at least one operational metric spanning the plurality of instances of the first operation being executed by the one or more servers on behalf of the end-user network, wherein the at least one operational metric relates to performance of the plurality of agent instances in servicing the communications to the end-user network;
determining a rules recommendation comprising at least one of (a) a modification to the first logical directive (b) a modification to a logical directive other than the first logical directive, or (c) a new second logical directive including at least a second condition and a second operation, wherein the rules recommendation is predicted to address the non-compliant statistical parameter;
and
providing the rules recommendation to the end-user network.

6 more elements

A computer-implemented method comprising:

receiving, by one or more processors disposed within a management network, first data associated with processes of one or more servers associated with an end-user network that includes a plurality of agent instances, wherein the one or more servers comprise at least one of a workforce management server or a communication distribution server, wherein the management network has computing resources dedicated to the end-user network, wherein one or more servers associated with the end-user network are operable to perform processes to (i) receive communications to the end-user network and (ii) assign individual agent instances within the plurality of agent instances to service the communications to the end-user network;
determining, based on a specification, a first operation to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises a first logical directive including at least one first condition that, if satisfied by the received first data, defines the first operation;
providing, to the one or more servers, the first operation;
determining rules-execution data corresponding to a plurality of instances of the first operation being executed by the one or more servers on behalf of the end-user network;
analyzing at least one of the first data and the rules-execution data to identify at least one non-compliant statistical parameter in at least one operational metric spanning the plurality of instances of the first operation being executed by the one or more servers on behalf of the end-user network, wherein the at least one operational metric relates to performance of the plurality of agent instances in servicing the communications to the end-user network;
determining a rules recommendation comprising at least one of (a) a modification to the first logical directive (b) a modification to a logical directive other than the first logical directive, or (c) a new second logical directive including at least a second condition and a second operation, wherein the rules recommendation is predicted to address the non-compliant statistical parameter;
and
providing the rules recommendation to the end-user network.

5 more elements

An article of manufacture including a non-transitory computer-readable medium, having stored thereon program instructions that, upon execution by one or more processors disposed within a management network, cause the one or more processors to perform tasks comprising:

receiving, by one or more processors disposed within a management network, first data associated with processes of one or more servers associated with an end-user network that includes a plurality of agent instances, wherein the management network has computing resources dedicated to the end-user network, wherein one or more servers associated with the end-user network are operable to perform processes to (i) receive communications to the end-user network and (ii) assign individual agent instances within the plurality of agent instances to service the communications to the end-user network;
determining, based on a specification, a first operation to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises a first logical directive including at least one first condition that, if satisfied by the received first data, defines the first operation;
providing, to the one or more servers, the first operation;
determining rules-execution data corresponding to a plurality of instances of the first operation being executed by the one or more servers on behalf of the end-user network;
analyzing at least one of the first data and the rules-execution data to identify at least one non-compliant statistical parameter in at least one operational metric spanning the plurality of instances of the first operation being executed by the one or more servers on behalf of the end-user network, wherein the at least one operational metric relates to performance of the plurality of agent instances in servicing the communications to the end-user network;
determining a rules recommendation comprising at least one of (a) a modification to the first logical directive (b) a modification to a logical directive other than the first logical directive, or (c) a new second logical directive including at least a second condition and a second operation, wherein the rules recommendation is predicted to address the non-compliant statistical parameter;
and
providing the rules recommendation to the end-user network.

5 more elements

Dependencies are inferred from the claim text.

Facts

Application: 17/493,760Filed 4 Oct 2021
Priority: 24 Sep 2019
Published: 27 Jan 2022
Term ends: Not estimatedThe source records don’t support an estimate.

Classification13 codes

H04L 41/0883
Aspects of the degree of configuration automation: semiautomatic configuration, e.g. proposals from system
G06F 9/54
Multiprogramming arrangements: interprogram communication
G06Q 10/06
Administration; Management: resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation…
H04L 41/046
Network management architectures or arrangements: comprising network management agents or mobile agents therefor

Family

Application16/580,258Continuation · filed 24 Sep 2019
Application16/804,376Continuation · filed 28 Feb 2020
Application16/912,351Continuation · filed 25 Jun 2020
Application17/061,024Continuation in part · filed 1 Oct 2020
Application17/163,126Continuation in part · filed 29 Jan 2021
Application17/364,851Continuation in part · filed 30 Jun 2021
Application17/364,851Continuation · filed 30 Jun 2021
Application17/382,311Continuation in part · filed 21 Jul 2021
Application17/493,760Continuation in part
Application17/061,024Continuation
Application16/580,258Continuation in part
Application17/382,311Continuation
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From the US filing history. Foreign family members aren’t listed.

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