The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Dec. 06, 2005
Filed:
Aug. 09, 2000
Kenneth Charles Cox, Naperville, IL (US);
Lichan Hong, Mountain View, CA (US);
Vladimir Nepustil, Boulder, CO (US);
Paul L. Richman, Boulder, CO (US);
Kenneth Charles Cox, Naperville, IL (US);
Lichan Hong, Mountain View, CA (US);
Vladimir Nepustil, Boulder, CO (US);
Paul L. Richman, Boulder, CO (US);
Avaya Technology Corp., Basking Ridge, NJ (US);
Abstract
A work center monitoring system includes an output device, such as a cathode ray tube (CRT), liquid crystal display (LCD), or other display device and a display controller. The controller formats work center information to be displayed on the output device as single-valued and multi-valued display segments. Each segment displays information related to work center activities, which may be categorized as various skills. The displays may be provided to a work center supervisor to assist in the management of a work center, such as a contact and fulfillment center. Current and historical values of the parameters may be displayed, simultaneously, or in sequence. The values of the displayed parameters may be different types, such as any of a variety of numerical representations which might represent the number of calls in one or more queues, or the oldest call in a queue, for example. The values may be indicative of the elapsed time for servicing the oldest call in a queue, or other indications of time. The information being displayed may derive from a number of sources such as a work center management database, directly from a call management system, or from some other source. In accordance with the principles of the invention, the displayed parameter representations include indicia of 'permissible' parameter values. One such indicator might be an 'I-beam' glyph that indicates the highest and lowest acceptable values for a particular parameter. The area immediately surrounding such an “I-beam” glyph may include further indicia, such as graduated zones of acceptability.