Avaya Inc.

American Telephone and Telegraph, Co.

At&t Information Systems Inc.

Jeffrey James Olson

Stephan Edward Friedl

Terry Don Jennings

Michael Alan Bland

Richard Shaffer Youngkin

Doree Duncan Seligmann

Joylee E Kohler

Stephen R Peck

David P Seaton

Christian Long

In one embodiment, the present invention provides a data stream reference modulethat can enable a user to perform forward tracing, backward tracing, and tracing indirect dependencies in a data model and/or metadata model. The tracing is not necessarily along a common hierarchical level but can be from one level to another.

Report database dependency tracing through business intelligence metadata

In one embodiment, a computer readable medium is provided that includes a date time zone dimension table comprising a date key and a time zone key, the date key identifying a selected point in time relative to a selected temporal origin and the time zone key identifying one of a plurality of possible time zones, and at least one attribute, the at least one attribute describing time information for a selected date and time zone key pair.

Date and time dimensions for contact center reporting in arbitrary international time zones

An event reporting system includes a computational componentoperable (a) to receive notification of a change to an attribute of an entity, the entity, prior to the change, being associated with a first surrogate key, and (b) to defer the use of a second surrogate key for the entity until a selected time. The second surrogate key was generated to reflect the change.

Deferred control of surrogate key generation in a distributed processing architecture

The system monitors the activity of customers, agents, and industry experts in a network for new topics relevant to a business and the interests in those topics. A determination is made automatically if there is enough interest to warrant adding a skill. If there is not enough interest, the system continues to monitor for topics and interests. If there is enough interest, the system automatically projects a resource needed for a skill. The system monitors internal resources and the network to determine if the resource needed for the skill exists in an internal resource. If the resource needed for the skill exists in an internal resource, the internal resource is reallocated. If the resource needed for the skill does exist in the internal resource, the system monitors the network for an external resource that has the skill.

System and method for identifying and managing customer needs

The present invention is directed to techniques for determining a value of a cumulative datum during a selected time interval. The disclosed method and system for collecting contact center data includes a plurality of agent and work item queues and a workflow server for distributing work items to available agents; and an event processor, that, for a selected a base time interval for accumulating a cumulative datum, determines a the rolling window that is at least one of equal and greater than the base interval and being an integer multiple of the base interval, and, when the rolling window partly spans a prior base interval, the processor can determine a rolling average for the cumulative datum over the width of the rolling window and, when the roiling window partly spans a prior base interval, the processor can estimate a value for the cumulative datum in the partly spanned prior base interval.

Real time estimation of rolling averages of cumulative data

Improved alternate routing in a packet switching system is provided by inserting alternate routing control information into each packet and by storing alternate routing information at each network node. The stored information at each node includes a list of the available paths extending from the node towards all other nodes together with a list of available algorithms that can be used to select one of the available routes. The alternate routing control information in each packet contains postage information specifying the maximum number of nodes through which the packet is to travel. The alternate routing control information also includes a destination node index code identifying the destination node. The destination node index is used as address information by each node receiving a packet to read out the stored information at the node identifying the available paths and the algorithm to be used in selecting one of these paths for use in transmitting the packet towards the destination node. The identified algorithm is then executed to select the path to be used.

Growing community of inventors

Boulder, CO, United States of America

Jeffrey James Olson