Invention Grant
- Patent Title: Managing contact center metrics
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Application No.: US14872998Application Date: 2015-10-01
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Publication No.: US10282456B2Publication Date: 2019-05-07
- Inventor: Douglas S. Brown , Marc A. Geist , Sheila Higgins , Michael R. Levacic , Hongguang Li , Dwayne W. Ockel , Gregory P. Schin , Stuart M. Shepherd , Lynn R. Smith , Stan W. Wilkison
- Applicant: Avaya Inc.
- Applicant Address: US CA Santa Clara
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US CA Santa Clara
- Agency: Sheridan Ross P.C.
- Main IPC: G06F17/30
- IPC: G06F17/30 ; G06F3/0484 ; G06F3/0482

Abstract:
A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to store, for one or more contact center objects, contact center information; and a microprocessor executable report generator, The report generator, when executed, receives, from a user, a selected contact center object, retrieves, from the computer readable medium, a set of data elements associated with the selected contact center object, the set of data elements defining a first space having a first dimension, projects the set of data elements onto a subspace of the first space to form a transformed set of data elements, the subspace having a second dimension less than the first dimension, and provides, for display to a user, the transformed set of data elements.
Public/Granted literature
- US20170097971A1 MANAGING CONTACT CENTER METRICS Public/Granted day:2017-04-06
Information query