公开(公告)号：WO2022165281A1

公开(公告)日：2022-08-04

申请号：PCT/US2022/014453

申请日：2022-01-28

Applicant: INTRADIEM, INC.

Inventor： BUSBEE, Christopher Powell ,  WILSON, Kevin ,  DRUCKER, Eric Victor ,  EAST, Jennifer Christine ,  MAHESH, Savita ,  WEBSTER, Elizabeth ,  MADDI, Sudarsan ,  DEWAN, Akul

IPC: H04L41/046 ,  H04L41/0893 ,  H04L43/08 ,  H04L43/16 ,  H04L41/50

Abstract: A system may include one or more processors disposed within a management network. An end-user network may contain agent instances and one or more servers. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving, from the end-user network, monitor data from on or more monitoring applications on one or more agent instances; determining, based on a specification, operations to be performed on the end-user network, wherein the specification is defined by the end-user network and comprises logical directives, each logical directive including conditions that, if satisfied by the received data, define the operations; and providing, to the one or more servers, the operations.

公开(公告)号：WO2021061408A1

公开(公告)日：2021-04-01

申请号：PCT/US2020/050104

申请日：2020-09-10

Applicant: INTRADIEM INC.

Inventor： MCCONNELL, Matthew, Grady ,  BUSBEE, Christopher, Powell ,  WILSON, Kevin ,  DRUCKER, Eric, Victor ,  EAST, Jennifer, Christine ,  JARUS, Michael, Carl ,  DONAHUE, Chris

IPC: H04M3/00

Abstract: A system may include one or more processors disposed within a management network. An end-user network may contain agent instances and one or more servers, where the one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving,, from the end-user network, data associated with the processes of tire one or more servers; determining, based on a specification, operations to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises logical directives, each directive containing conditions that, if satisfied by the received data, define the operations; and providing, to the one or more servers, the operations.

公开(公告)号：WO2023059642A1

公开(公告)日：2023-04-13

申请号：PCT/US2022/045679

申请日：2022-10-04

Applicant: INTRADIEM, INC.

Inventor： BUSBEE, Christopher Powell ,  EAST, Jennifer Christine ,  JARUS, Michael Carl ,  LEE, Jennifer ,  WILSON, Kevin

IPC: H04L41/147 ,  H04L41/142 ,  H04L41/16 ,  H04L41/0823 ,  H04L41/14 ,  H04L43/08 ,  H04L43/20 ,  H04L41/0806 ,  H04L41/0866 ,  H04L41/08 ,  H04L41/0893 ,  H04L41/0894 ,  H04L41/0895 ,  H04L41/0897 ,  H04L41/5054 ,  H04L41/5061 ,  H04L41/046 ,  H04L41/22 ,  H04L41/40 ,  H04L41/0886 ,  H04L41/145

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.