Conduent Business Services, LLC

Xerox Corporation

Jinhui Yao

Wencheng Wu

Eric Michael Gross

Michael C Mongeon

Rakesh Suresh Kulkarni

Jagadeesh Chandra Bose Rantham Prabhakara

Isaiah Lorenzo Simmons, Jr

Jennifer Watts-Perotti

Madhavi Bangalore Shankara Narayana

Gueyoung Jung

Jing Zhou

Michael David Shepherd

Faming Li

Lina Fu

Xuejin Wen

Yasmine Charif

Dennis F Quebe, Jr

Tanvi Himanshubhai Shah

A method and a non-transitory computer readable medium for generating polygons within a geographic region that satisfy a query are disclosed. For example, the method extracts a plurality of nodes, a plurality of service providers and information associated with the plurality of nodes and the plurality of service providers of the geographic region from a geographic data source, creates a node table based on the information that was extracted, receives the query for one or more nodes having a predefined number of service providers within a travel budget, determines the one or more nodes from the node table that satisfy the query, and generates one or more generate polygons around the one or more nodes that satisfy the query within the geographic region.

Method and system for generating polygons within a geographic region that satisfy a query

A system for recognizing processes performed by a call center agent during a session may receive input data from a screen recording system that includes a video signal representing a plurality of frames from a time-series video recording or video stream of a desktop of a user electronic device. The system processes the video signal to identify one or more frames of interest from the plurality of frames. Each frame of interest includes a change in a layout of the corresponding one or more screens as compared to a preceding frame in the time-series video recording. The system automatically identifies actions performed by the call center agent that represent an interaction that the call center agent had with one or more screens corresponding to the frame of interest. The system generates an event log that includes a timeline depicting a visual representation of the identified actions.

Methods and systems for automatically recognizing actions in a call center environment using video data

A system for recognizing processes performed by a call center agent during a session may collect input data by initiating a screen capture logging thread to capture screen shots of a desktop of the electronic device during a session. The system analyzes the input data to generate one or more events, generates a mid-level event log comprising one or more of the events, and performs action recognition on the mid-level event log to ascertain one or more actions that were performed within the one or more graphical user interfaces by the call center agent during the session.

Methods and systems for automatically recognizing actions in a call center environment using screen capture technology

Methods and systems are provided for determining performance characteristics of an application processing system. The method comprises monitoring throughput of a plurality of resources of the system in a selected time window. A change rate is detected in the throughput of the resources, respectively, representative of a change to constancy of workload in at least some of the resources. Such a change in constancy comprises a knee point of a plot of resource usage comprising load relative to throughput. The time of the change rate is identified within the time window. A relatively first to occur of a plurality of resources knee points is determined wherein the resource corresponding to the first to occur is determined to have a fully loaded throughput within the multi-tier processing system. The determination of the first to occur knee point comprises pinpointing a bottleneck starting point within the application processing system.

Methods and systems to identify bottleneck causes in applications using temporal bottleneck point detection

A system for recognizing processes performed by a call center agent during a session collects from one or more input devices in communication with the electronic device, input data that includes data pertaining to one or more interactions that a call center agent has with one or more programs running on the electronic device that cause one or more graphical user interfaces to be displayed on a desktop of the electronic device during a session. The system analyzes the input data to generate one or more events and a mid-level event log having one or more of the events, and performs action recognition on the mid-level event log to ascertain one or more actions that were performed within the one or more graphical user interfaces by the call center agent during the session.

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Pittsford, NY, United States of America

Jinhui Yao