View and metrics for a queueless contact center
AssigneeAvaya Inc.
InventorsAndrew D. Flockhart, Robert C. Steiner
Life of this patent
Estimating the term…
Abstract
A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.
Claims20
A method, comprising:
- analyzing performance metrics of a queueless contact center;
- converting the performance metrics into a second set of performance metrics using a tangible, non-transitory computer readable medium, the second set of performance metrics describing the performance of the queueless contact center as if it were a queue-based contact center;
- and
- presenting the second set of performance metrics to at least one interested party.
A tangible, non-transitory computer readable medium having stored thereon instructions that cause a computing system to execute a method, the instructions comprising:
- instructions configured to analyze performance metrics of a queueless contact center;
- instructions configured to convert the performance metrics into a second set of performance metrics, the second set of performance metrics describing the performance of the queueless contact center as if it were a queue-based contact center;
- and
- instructions configured to present the second set of performance metrics to at least one interested party in the queueless contact center.
A queueless contact center, comprising:
- a performance analysis module configured to analyze performance metrics of the queueless contact center using a tangible, non-transitory computer readable medium, convert the performance metrics into a second set of performance metrics, the second set of performance metrics describing the performance of the queueless contact center as if it were a queue-based contact center, and present the second set of performance metrics to at least one interested party in the queueless contact center.
Dependencies are inferred from the claim text.