VIRTUALIZING HUMAN AGENTS ACROSS MULTIPLE LOCATIONS
    33.
    发明申请
    VIRTUALIZING HUMAN AGENTS ACROSS MULTIPLE LOCATIONS 审中-公开
    通过多个位置虚拟化人体代理

    公开(公告)号:US20120219144A1

    公开(公告)日:2012-08-30

    申请号:US13034966

    申请日:2011-02-25

    IPC分类号: H04M3/00

    摘要: Methods and arrangements for virtualizing human agents across multiple locations. A first agent is associated with a first contact center and a second agent is associated with a second contact center. An availability status of the second agent is published, both to the first contact center and to the second contact center. An incoming communication is accepted at the first contact center and a free status of the second agent is ascertained. The incoming communication is routed from the first contact center to the second agent.

    摘要翻译: 在多个地点虚拟人体代理的方法和安排。 第一代理与第一联络中心相关联,而第二代理与第二联系中心相关联。 第二个代理的可用性状态发布到第一个联络中心和第二个联络中心。 在第一个联络中心接受传入的通信,并确定第二个代理的空闲状态。 进入的通信从第一联络中心路由到第二代理。

    SYSTEM AND COMPUTER PROGRAM PRODUCT FOR MONITORING TRANSACTION INSTANCES
    34.
    发明申请
    SYSTEM AND COMPUTER PROGRAM PRODUCT FOR MONITORING TRANSACTION INSTANCES 有权
    用于监控交易实时的系统和计算机程序产品

    公开(公告)号:US20090193112A1

    公开(公告)日:2009-07-30

    申请号:US12019710

    申请日:2008-01-25

    IPC分类号: G06F15/173

    CPC分类号: G06F11/28

    摘要: Techniques for monitoring one or more transaction instances in a real-time network are provided. The techniques include obtaining one or more system log files, wherein one or more footprints left by one or more transaction instances are recorded in the one or more system log files, obtaining a transaction model, wherein the transaction model comprises one or more transaction steps and a footprint pattern corresponding with each transaction step, and using the one or more system log files and the transaction model to monitor the one or more transaction instances in a real-time network at least one of an individual level and one or more aggregate levels.

    摘要翻译: 提供了用于监视实时网络中的一个或多个事务实例的技术。 所述技术包括获得一个或多个系统日志文件,其中一个或多个事务实例留下的一个或多个占用空间被记录在所述一个或多个系统日志文件中,获得事务模型,其中所述事务模型包括一个或多个事务步骤和 与每个事务步骤相对应的占用空间图案,以及使用所述一个或多个系统日志文件和所述事务模型来监视实时网络中的个体级别和一个或多个聚合级别中的至少一个的一个或多个事务实例。

    Method using footprints in system log files for monitoring transaction instances in real-time network
    37.
    发明授权
    Method using footprints in system log files for monitoring transaction instances in real-time network 有权
    在系统日志文件中使用脚印来监控实时网络中的事务实例的方法

    公开(公告)号:US07912946B2

    公开(公告)日:2011-03-22

    申请号:US12019677

    申请日:2008-01-25

    IPC分类号: G06F15/173

    CPC分类号: G06Q10/10

    摘要: Techniques for monitoring one or more transaction instances in a real-time network are provided. The techniques include obtaining one or more system log files, wherein one or more footprints left by one or more transaction instances are recorded in the one or more system log files, obtaining a transaction model, wherein the transaction model comprises one or more transaction steps and a footprint pattern corresponding with each transaction step, and using the one or more system log files and the transaction model to monitor the one or more transaction instances in a real-time network at least one of an individual level and one or more aggregate levels.

    摘要翻译: 提供了用于监视实时网络中的一个或多个事务实例的技术。 所述技术包括获得一个或多个系统日志文件,其中一个或多个事务实例留下的一个或多个占用空间被记录在所述一个或多个系统日志文件中,获得事务模型,其中所述事务模型包括一个或多个事务步骤和 与每个事务步骤相对应的占用空间图案,以及使用所述一个或多个系统日志文件和所述事务模型来监视实时网络中的个体级别和一个或多个聚合级别中的至少一个的一个或多个事务实例。

    System using footprints in system log files for monitoring transaction instances in real-time network
    38.
    发明授权
    System using footprints in system log files for monitoring transaction instances in real-time network 有权
    系统使用系统日志文件中的脚印来监视实时网络中的事务实例

    公开(公告)号:US07908365B2

    公开(公告)日:2011-03-15

    申请号:US12019710

    申请日:2008-01-25

    IPC分类号: G06F15/173

    CPC分类号: G06F11/28

    摘要: Techniques for monitoring one or more transaction instances in a real-time network are provided. The techniques include obtaining one or more system log files, wherein one or more footprints left by one or more transaction instances are recorded in the one or more system log files, obtaining a transaction model, wherein the transaction model comprises one or more transaction steps and a footprint pattern corresponding with each transaction step, and using the one or more system log files and the transaction model to monitor the one or more transaction instances in a real-time network at least one of an individual level and one or more aggregate levels.

    摘要翻译: 提供了用于监视实时网络中的一个或多个事务实例的技术。 所述技术包括获得一个或多个系统日志文件,其中一个或多个事务实例留下的一个或多个占用空间被记录在所述一个或多个系统日志文件中,获得事务模型,其中所述事务模型包括一个或多个事务步骤和 与每个事务步骤相对应的占用空间图案,以及使用所述一个或多个系统日志文件和所述事务模型来监视实时网络中的个体级别和一个或多个聚合级别中的至少一个的一个或多个事务实例。

    METHOD FOR MONITORING TRANSACTION INSTANCES
    40.
    发明申请
    METHOD FOR MONITORING TRANSACTION INSTANCES 有权
    监控交易实施的方法

    公开(公告)号:US20090193111A1

    公开(公告)日:2009-07-30

    申请号:US12019677

    申请日:2008-01-25

    IPC分类号: G06F15/173

    CPC分类号: G06Q10/10

    摘要: Techniques for monitoring one or more transaction instances in a real-time network are provided. The techniques include obtaining one or more system log files, wherein one or more footprints left by one or more transaction instances are recorded in the one or more system log files, obtaining a transaction model, wherein the transaction model comprises one or more transaction steps and a footprint pattern corresponding with each transaction step, and using the one or more system log files and the transaction model to monitor the one or more transaction instances in a real-time network at least one of an individual level and one or more aggregate levels.

    摘要翻译: 提供了用于监视实时网络中的一个或多个事务实例的技术。 所述技术包括获得一个或多个系统日志文件,其中一个或多个事务实例留下的一个或多个占用空间被记录在所述一个或多个系统日志文件中,获得事务模型,其中所述事务模型包括一个或多个事务步骤和 与每个事务步骤相对应的占用空间图案,以及使用所述一个或多个系统日志文件和所述事务模型来监视实时网络中的个体级别和一个或多个聚合级别中的至少一个的一个或多个事务实例。