Avaya Inc.

Marc A Geist

Robert C Steiner

Lynn H Smith

Hongguang Li

Gregory P Schin

Dwayne W Ockel

Sheila Higgins

Stan W Wilkison

Stuart M Shepherd

Henry R Paddock

Jeffrey Chu

Michael R Levacic

Pat Tendick

Alan R Breight

Douglas S Brown

Systems and methods of the present disclosure are directed to efficiently editing data requests sent from devices, allowing for an improved database information delivery system. In some embodiments of the present disclosure, an administrator device limits an amount of data requested based on a number of factors prior to sending the request to a server. In some embodiments, a server, after receiving a request for refreshed data, reduces the amount of data requested based on a number of factors prior to retrieving the requested data from a source and delivering the requested data to an administrator device.

Method and system for integrated optimized reporting

A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to store, for one or more contact center objects, contact center information; and a microprocessor executable report generator, The report generator, when executed, receives, from a user, a selected contact center object, retrieves, from the computer readable medium, a set of data elements associated with the selected contact center object, the set of data elements defining a first space having a first dimension, projects the set of data elements onto a subspace of the first space to form a transformed set of data elements, the subspace having a second dimension less than the first dimension, and provides, for display to a user, the transformed set of data elements.

Managing contact center metrics

An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a contact center, map the decisions to one or more events for a contact center entity, and storing information about the event in a buffer associated with the contact center entity, the information stored in the buffer describing how the new decision affected the contact center entity.

Global logging and analysis system

Methods, devices, and systems are provided for monitoring and reporting various metrics associated with objects of interest. The present invention is adapted to monitor objects of interest, such as contact center agents, to determine whether a triggering event has occurred and, if so, report metrics associated with the object of interest in a dynamic, customized, and real-time fashion.

Real-time detective

The disclosure is directed to an embodiment of a system that includes: (a) a queue to receive compressed blocks of data elements to be transmitted to a destination node and a variable compression module that, in response to an unacceptable connection status with the destination node, an unacceptable level of local processing resources, and/or an unacceptable level of local memory resources, changes a number of data elements in the block and/or increases a degree of compression.

Variable compression queue

Growing community of inventors

Broomfield, CO, United States of America

Marc A Geist