公开(公告)号：US06707903B2

公开(公告)日：2004-03-16

申请号：US10358640

申请日：2003-02-05

申请人： Didina Burok ,  Andrew D. Flockhart ,  James M. Landwehr ,  Colin Lingwood Mallows ,  Sami Joseph Qutub ,  Rafal Sitkowski ,  Leta G. Herman ,  Peter J. Matteo ,  Larry John Roybal ,  Robert C. Steiner ,  Wen-Hua Ju ,  Gail Levenelm

发明人： Didina Burok ,  Andrew D. Flockhart ,  James M. Landwehr ,  Colin Lingwood Mallows ,  Sami Joseph Qutub ,  Rafal Sitkowski ,  Leta G. Herman ,  Peter J. Matteo ,  Larry John Roybal ,  Robert C. Steiner ,  Wen-Hua Ju ,  Gail Levenelm

IPC分类号： H04M300

CPC分类号： H04M3/5233 ,  G06Q10/06 ,  H04M3/5238

摘要： An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a commitment is assigned either to each workflow or to each work item in each workflow. Queued work items are automatically assigned to a next available agent based on an activity state. A short-term predictor provides early detection of work items that are at risk of failing to meet their commitments. A long-term predictor detects backlogs of work items where excessive delays in queue are likely to put work items at risk of failing to meet their commitments. An activity's state can also cause additional reserve and backup agents to be assigned to it, to service work items from its queue before their commitments are missed.

摘要翻译： 一种用于在提交的时间内维护多个工作项的自动化方法。 分配用于多个工作项目中的每一个的包括两个或多个工作活动的工作流程，并且将承诺分配给每个工作流程或每个工作流程中的每个工作项目。 排队的工作项目将根据活动状态自动分配给下一个可用代理。 一个短期预测指标可以及早发现有可能无法履行承诺的工作项目。 一个长期的预测指标可以检测到工作项目的积压，其中排队过度的延误可能会使工作项目面临不履行其承诺的风险。 活动的状态还可能导致额外的预留和备份代理分配给它，以便在承诺丢失之前从其队列中服务工作项。

公开(公告)号：US20090245493A1

公开(公告)日：2009-10-01

申请号：US12211368

申请日：2008-09-16

申请人： Fei Chen ,  Lorraine Denby ,  Wen-Hua Ju ,  James M. Landwehr ,  Holger Vatter

发明人： Fei Chen ,  Lorraine Denby ,  Wen-Hua Ju ,  James M. Landwehr ,  Holger Vatter

IPC分类号： H04M15/00

CPC分类号： H04M3/36 ,  H04M3/51 ,  H04M15/58 ,  H04M2215/0188

摘要： The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event groups each containing a plurality of call flow events. Once an event group is selected, call statistics for the events of the event group are displayed. In addition, the system and method allow for selection of individual call flow events in order to display calls associated with the events.

摘要翻译： 系统和方法在呼叫分析系统中识别多个呼叫流事件。 呼叫统计信息与呼叫流事件相关联。 呼叫流事件被组织成各自包含多个呼叫流事件的事件组。 一旦选择了事件组，就会显示事件组的事件的统计信息。 此外，系统和方法允许选择单独的呼叫流事件以便显示与事件相关联的呼叫。

公开(公告)号：US08938059B2

公开(公告)日：2015-01-20

申请号：US12211368

申请日：2008-09-16

申请人： Fei Chen ,  Lorraine Denby ,  Wen-Hua Ju ,  James M. Landwehr ,  Holger Vatter

发明人： Fei Chen ,  Lorraine Denby ,  Wen-Hua Ju ,  James M. Landwehr ,  Holger Vatter

IPC分类号： H04M3/58 ,  H04M3/36 ,  H04M3/51 ,  H04M15/00

CPC分类号： H04M3/36 ,  H04M3/51 ,  H04M15/58 ,  H04M2215/0188

摘要： The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event groups each containing a plurality of call flow events. Once an event group is selected, call statistics for the events of the event group are displayed. In addition, the system and method allow for selection of individual call flow events in order to display calls associated with the events.

摘要翻译： 系统和方法在呼叫分析系统中识别多个呼叫流事件。 呼叫统计信息与呼叫流事件相关联。 呼叫流事件被组织成各自包含多个呼叫流事件的事件组。 一旦选择了事件组，就会显示事件组的事件的统计信息。 此外，系统和方法允许选择单独的呼叫流事件以便显示与事件相关联的呼叫。

公开(公告)号：US08705706B2

公开(公告)日：2014-04-22

申请号：US12728650

申请日：2010-03-22

申请人： Fei Chen ,  Lorraine Denby ,  Wen-Hua Ju ,  James M. Landwehr ,  Patrick Tendick

发明人： Fei Chen ,  Lorraine Denby ,  Wen-Hua Ju ,  James M. Landwehr ,  Patrick Tendick

IPC分类号： H04M1/64

CPC分类号： H04M3/5166 ,  H04M3/4936 ,  H04M2203/2011 ,  H04M2203/357

摘要： A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.

摘要翻译： 公开了一种用于将呼叫者语音与描绘语音响应系统的流程图的相应元素相关联的方法。 因此，在流程图中选择元素的分析人员可以立即访问与所选元素相关联的那些话语 - 只有那些话语 - 。 分析师可以轻易地听取话语和审查与之相关的统计数据。 这些话语是以系统和有组织的方式存储，检索和呈现的。 在根据本发明的一些实施例中，话语与语音响应系统中的两个事件之间的链接相关联。 在一些替代实施例中，话语与其他数据相关联，包括但不限于：其之前的事件; 跟随它的事件; 来电者的电话号码。

公开(公告)号：US20110228915A1

公开(公告)日：2011-09-22

申请号：US12728650

申请日：2010-03-22

申请人： Fei Chen ,  Lorraine Denby ,  Wen-Hua Ju ,  James M. Landwehr ,  Patrick Tendick

发明人： Fei Chen ,  Lorraine Denby ,  Wen-Hua Ju ,  James M. Landwehr ,  Patrick Tendick

IPC分类号： H04M1/64 ,  G06F17/00

CPC分类号： H04M3/5166 ,  H04M3/4936 ,  H04M2203/2011 ,  H04M2203/357

摘要： A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.

摘要翻译： 公开了一种用于将呼叫者语音与描绘语音响应系统的流程图的相应元素相关联的方法。 因此，在流程图中选择元素的分析人员可以立即访问与所选元素相关联的那些话语 - 只有那些话语 - 。 分析师可以轻易地听取话语和审查与之相关的统计数据。 这些话语是以系统和有组织的方式存储，检索和呈现的。 在根据本发明的一些实施例中，话语与语音响应系统中的两个事件之间的链接相关联。 在一些替代实施例中，话语与其他数据相关联，包括但不限于：其之前的事件; 跟随它的事件; 来电者的电话号码。

公开(公告)号：US20120167060A1

公开(公告)日：2012-06-28

申请号：US12978733

申请日：2010-12-27

申请人： James M. Landwehr ,  Juan Jenny Li ,  John Palframan

发明人： James M. Landwehr ,  Juan Jenny Li ,  John Palframan

IPC分类号： G06F9/44

CPC分类号： G06F11/3604 ,  G06F11/3684 ,  G06F11/3688

摘要： Disclosed herein are systems, methods, and non-transitory computer-readable storage media for analyzing source code and identifying potential defects. The methods employ both static analysis and dynamic testing to detect program defects early in the development stage for better quality with less cost. The analysis also ranks identified potential defects and reports only the most likely defects to a human developer. Once defects are detected, they can be removed right away and similar defects can be prevented automatically.

摘要翻译： 本文公开了用于分析源代码和识别潜在缺陷的系统，方法和非暂时的计算机可读存储介质。 该方法采用静态分析和动态测试，以在开发阶段早期检测程序缺陷，以更好的质量，更低的成本。 分析还列出了确定的潜在缺陷，并向人类开发者报告了最可能的缺陷。 一旦检测到缺陷，它们可以立即被去除，并且可以自动防止类似的缺陷。

公开(公告)号：US20140019560A1

公开(公告)日：2014-01-16

申请号：US13645823

申请日：2012-10-05

申请人： Juan Jenny Li ,  Colin L. Mallows ,  James M. Landwehr

发明人： Juan Jenny Li ,  Colin L. Mallows ,  James M. Landwehr

IPC分类号： G06F15/173

CPC分类号： H04L43/50

摘要： Embodiments disclosed herein provide systems and methods for evaluating performance stress in a multi-modal network notification service. In a particular embodiment, a method provides generating a covering array of test factors corresponding to a plurality of modes and a plurality of test level values for each mode and determining an escalation hierarchy of the covering array comprising a plurality of nodes, wherein each node corresponds to a set of test factors in the covering array. The method further provides performing a notification test run of the set of test factors for each node in the escalation hierarchy to determine performance stress for each set of test factors. The method further provides generating a first factor-level-run table with the notification test runs corresponding to each of n-wise test factors and possible test level values and indicating which of the notification test runs in the factor-level-run table resulted in performance stress.

摘要翻译： 本文公开的实施例提供了用于评估多模式网络通知服务中的性能压力的系统和方法。 在特定实施例中，一种方法提供生成对应于多个模式的测试因子的覆盖数组和针对每种模式的多个测试级别值，并且确定包括多个节点的覆盖阵列的升级层级，其中每个节点对应 覆盖阵列中的一组测试因素。 该方法还提供对升级层级中的每个节点执行一组测试因子的通知测试运行，以确定每组测试因素的性能压力。 该方法进一步提供了生成第一因子级运行表，其中通知测试运行对应于每个正向测试因子和可能的测试级别值，并指示在因子级运行表中运行的通知测试导致 表现压力。

公开(公告)号：US07821936B2

公开(公告)日：2010-10-26

申请号：US11829429

申请日：2007-07-27

申请人： Jean Meloche ,  Lorraine Denby ,  Colin L. Mallows ,  James M. Landwehr

发明人： Jean Meloche ,  Lorraine Denby ,  Colin L. Mallows ,  James M. Landwehr

IPC分类号： G08C15/00 ,  H04J1/16 ,  H04J3/14 ,  H04L1/00 ,  H04L12/26

CPC分类号： H04L41/147 ,  G06Q40/00 ,  H04L41/0213 ,  H04L41/12 ,  H04L41/5009 ,  H04L41/5038 ,  H04L43/0829 ,  H04L43/0852 ,  H04L43/087 ,  H04L43/50

摘要： Systems and methods are presented for partitioning end-to-end performance effects using network tomography. In one embodiment, a method for partitioning end-to-end performance effects within a network is presented. The method includes determining a network topology between at least two test points, obtaining an unrelated approximation of edge effects between the test points, measuring end-to-end performance data between the test points corresponding to a target application, regularizing an estimate of edge effects for the target application using the unrelated approximation of edge effects, and computing the estimate of edge effects for the target application to partition the end-to-end effects.

摘要翻译： 提出了使用网络层析成像分割端到端性能效果的系统和方法。 在一个实施例中，呈现了用于分割网络内的端对端性能效果的方法。 该方法包括确定至少两个测试点之间的网络拓扑，获得测试点之间的边缘效应的无关逼近，测量与目标应用相对应的测试点之间的端到端性能数据，使边缘效应的估计正规化 对于使用边缘效应的不相关近似的目标应用程序，以及计算目标应用程序的边缘效应的估计来分割端对端效应。

公开(公告)号：US20090028062A1

公开(公告)日：2009-01-29

申请号：US11829429

申请日：2007-07-27

申请人： Jean Meloche ,  Lorraine Denby ,  Colin L. Mallows ,  James M. Landwehr

发明人： Jean Meloche ,  Lorraine Denby ,  Colin L. Mallows ,  James M. Landwehr

IPC分类号： H04L12/26

CPC分类号： H04L41/147 ,  G06Q40/00 ,  H04L41/0213 ,  H04L41/12 ,  H04L41/5009 ,  H04L41/5038 ,  H04L43/0829 ,  H04L43/0852 ,  H04L43/087 ,  H04L43/50

摘要： Systems and methods are presented for partitioning end-to-end performance effects using network tomography. In one embodiment, a method for partitioning end-to-end performance effects within a network is presented. The method includes determining a network topology between at least two test points, obtaining an unrelated approximation of edge effects between the test points, measuring end-to-end performance data between the test points corresponding to a target application, regularizing an estimate of edge effects for the target application using the unrelated approximation of edge effects, and computing the estimate of edge effects for the target application to partition the end-to-end effects.

摘要翻译： 提出了使用网络层析成像分割端到端性能效果的系统和方法。 在一个实施例中，呈现了用于分割网络内的端对端性能效果的方法。 该方法包括确定至少两个测试点之间的网络拓扑，获得测试点之间的边缘效应的无关逼近，测量与目标应用相对应的测试点之间的端到端性能数据，使边缘效应的估计正规化 对于使用边缘效应的不相关近似的目标应用程序，以及计算目标应用程序的边缘效应的估计来分割端对端效应。