Lucent Technologies Inc.

Avaya Inc.

Randy L Hackbarth

Graham John Wills

John D Palframan

James David Herbsleb

Audris Mockus

David Gray Boyer

Rebecca Elizabeth Grinter

Peter Andrew Mataga

Lalita Jategaonkar Jagadeesan

James Owen Coplien

Brett Alan Shockley

Disclosed herein are systems, methods, and computer-readable storage media for identifying and remediating risky source files. An example system configured to practice the method can gather data describing each file in a source code repository, and generate, using a weighted algorithm based on empirical relationships between the data and customer-found defects, a risk score for each file in the source code repository, wherein the weighted algorithm prioritizes factors based on predictiveness of defects. Then the system can generate a list of files having risk scores above a threshold, and make risk-mitigation recommendations based on the risk scores. A file can include a single file or a collection of files such as a module. The system can identify, for each file in the list of files having risk scores above the threshold, a respective risk type, and make the risk-mitigation recommendation for each file based on the respective risk type.

System and method for prioritizing and remediating defect risk in source code

Systems, methods, and computer-readable storage media for predicting escalation risks in customer support contexts. A system implementing the example method can identify instances of customer escalation from a corpus of customer support sales, customer support, and product software development data, and determine, for the instances of customer escalation, sets of trigger conditions that were at least partially responsible for respective instances of customer escalation. Then the system can classify each of the instances of customer escalation by problem type based on the set of trigger conditions to yield classifications, and add the classifications, the sets of trigger conditions, and the instances of customer escalation to a database. Then the system can compare the database to support data to identify customers or support tasks that are likely to be escalated, and the system or a user can allocate additional support resources to proactively prevent escalations.

System and method for prioritizing customers and predicting service escalation

A ConnectIcon View is employed to establish collaborative communications between a plurality of participants in a group. Specifically, it is a dynamic visual representation of the participants of a group being invited to communicate together with their presence information, lists of documents and URLs (Uniform Resource Locators) to be examined, and a set of mechanisms (email, chat, voice, and the like) to initiate communication, each of which can be billed to the originator or otherwise as desired. The available presence information allows a user to employ the best mode of communicating for the instant purpose, namely, either asynchronous communication or synchronous communication.

Apparatus and method for use in collaboration services

A so-called 'OpenChannel&#x2122;' conference is established by separating particular participants of the conference from those participants that are actually currently active in the conference. This establishes a type of virtual conference, i.e., meeting, that can be monitored by participants, i.e., users, without requiring them to be actively a part of the conference call. These particular participants are in a so-called monitor mode. These participants can readily change their state from the monitor mode to a listen mode or active mode, as desired. One advantage of this invention is that a long-term conference of months or even years duration can be set up, only incurring a cost to participants when they are active participants in the conference call.

Apparatus and method for use in a data/conference call system for automatically collecting participant information and providing all participants with that information for use in collaboration services

Growing community of inventors

Western Springs, IL, United States of America

Randy L Hackbarth