International Business Machines Corporation

David W Granum

Adam D Braham

Jeffrey Alan Schmidt

Jon C Rossow

Benjamin W Rabe

Approaches presented herein enable measuring an impact on performance metrics of shifting a performance focus based on an assignment of communications to a resource based on a performance area in a customer support environment. Specifically, resources, each with several performance area attributes, are assigned performance scores. A performance focus manager selects a shifting performance area of focus and assigns communications to the resources based on the selected performance area. A history manager maintains a set of feedback performance metrics in a selected performance category, including a subset of metrics establishing a baseline for the category. The feedback performance metrics may be queried to determine how a shift in performance focus impacts a performance category and if the performance metrics of the category are within a tolerance.

Applying area of focus to workflow automation and measuring impact of shifting focus on metrics

Using predictive analytics of natural disaster in a proactive manner to proactively invoke appropriate action(s) to prepare for an impending disaster, in view of a cost of such action(s), to maintain high availability of a computing environment and/or to facilitate disaster recovery therein. Existing natural disaster prediction model(s) are leveraged to provide input to an assessment of cost/benefit, such that proactive measures can be selected for automatic invocation within the computing environment.

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Rochester, MN, United States of America

David W Granum