US6526397B2
Expired / Lapsed
US
⏱️ 0.0 years remaining
Resource management facilitation
Assignee: Avaya Inc
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Filing: 1998-06-19
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Granted: 2003-02-25
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Expires: 2018-06-19
Abstract
Abstract A method and system for resource management. In particular, a resource management system adapted to manage the resources, both machine and human, in call centers. The system calculates and displays statistics continuously which relate to both resources, machine and human, and objects, such as incoming calls, requiring resources. The statistics displayed are user configurable. Moreover, the system detects and warns a user upon a statistic exceeding a user defined threshold. The resource management system allows users to associate a resource to an object requiring resources. In so associating, the resources of the call center are reconfigured. Moreover, the statistics displayed and the method of display by the system are user configurable.
Inventors
- 👤 Chuan Khay Chee
- 👤 Jeannie Lin Chopra
- 👤 Adrian Richard Davies
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-03 17:09
CPC Classifications
G; G06; G06Q; G06Q10/00; G06Q10/06; H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M3/5175; Y; Y10; Y10S; Y10S707/00; Y10S707/99931
Claims Analysis
Total Claims: 12
Claim 1
Independent Claim
101 words
A method of facilitating management of call center resources, comprising: repeatedly receiving updates respecting at least one set of at least one call center statistic and, for each of said at least one set of at least one call center statistic, displaying a window containing a set of corresponding data items based on said updates; where an update in respect of a statistic of a set of at least one call center statistic exceeds a threshold, expanding a corresponding window for a corresponding, set of data items, if said position, if said corresponding window is not displayed in a foreground position.
Claim 2
Independent Claim
101 words
A method of facilitating management of call center resources, comprising: repeatedly receiving updates respecting at least one set of at least one call center statistic and, for each of said at least one set of at least one call center statistic, displaying a window containing a set of corresponding data items based on said updates; where an update in respect of a statistic of a set of at least one call center statistic exceeds a threshold, expanding a corresponding window for a corresponding, set of data items, if said position, if said corresponding window is not displayed in a foreground position.
Claim 3
Dependent Claim
83 words
The method of claim 1 further comprising: repeatedly receiving updates respecting at least one set of resources and, for each of said at least one set of resources, displaying a window containing a set of corresponding resource objects based on said updates; and repeatedly receiving updates respecting at least one set of resource requiring processes and, for each of said at least one set of resource requiring processes, displaying a window containing a set of corresponding resource requiring objects based on said updates.
Claim 4
Dependent Claim
70 words
The method of claim 2 further comprising: receiving a user input indicating an action in respect of one said window; undertaking said action in respect of said one said window, wherein said action in respect of said window comprises one of (i) resizing said window; (ii) minimizing said window; (iii) moving said window to a foreground position; (iv) moving said window to a background position; and (v) repositioning said window.
Claim 5
Dependent Claim
43 words
The method of claim 1 wherein a set of at least one statistic comprises a target statistic and wherein the step of displaying comprising displaying a window of data items representing said target statistic for each of a plurality of consecutive time periods.
Claim 6
Dependent Claim
37 words
The method of claim 4 wherein said target statistic comprises an instantaneous statistic and wherein said step of displaying includes obtaining an average value of said instantaneous statistic for each of said plurality of consecutive time periods.
Claim 7
Dependent Claim
45 words
The method of claim 4 further comprising: constructing a new data item based on received updates; displaying said new data item as part of said window; ceasing to display a data item represented by an oldest time period when said new data item is displayed.
Claim 8
Dependent Claim
84 words
The method of claim 6 wherein each data item is constructed from a collection of consecutive updates and further comprising: with each update received, adding said received update to a data item associated with a most recent time period and removing an oldest update from said data item associated with said most recent time period; for each remaining data item of said window, removing an oldest update and adding an oldest update from a data item for a next consecutive more recent time period.
Claim 9
Dependent Claim
131 words
A computer readable medium containing computer readable instructions which, when executed in a processor of a supervisor computer of a call center system, adapt said processor to: repeatedly receive updates respecting at least one set of at least one call center statistic and, for each of said at least one set of at least one call center statistic, display a window containing a set of corresponding data items based on said updates; where an update in respect of a statistic of a set of at least one call center statistic exceeds a threshold, expand a corresponding window for a corresponding set of data items, if said corresponding window is not expanded and display said corresponding window in a foreground position, if said corresponding window is not displayed in a foreground position.
Claim 10
Dependent Claim
131 words
A computer readable medium containing computer readable instructions which, when executed in a processor of a supervisor computer of a call center system, adapt said processor to: repeatedly receive updates respecting at least one set of at least one call center statistic and, for each of said at least one set of at least one call center statistic, display a window containing a set of corresponding data items based on said updates; where an update in respect of a statistic of a set of at least one call center statistic exceeds a threshold, expand a corresponding window for a corresponding set of data items, if said corresponding window is not expanded and display said corresponding window in a foreground position, if said corresponding window is not displayed in a foreground position.
Claim 11
Independent Claim
118 words
A system for facilitating management of call center resources, comprising: means for repeatedly receiving updates respecting at least one set of at least one call center statistic and, for each of said at least one set of at least one call center statistic, displaying a window containing a set of corresponding data items based on said updates; means for, where an update in respect of a statistic of a set of at least one call center statistic exceeds a threshold, expanding a corresponding window for a corresponding set of data items, if said corresponding window is not expanded and displaying said corresponding window in a foreground position, if said corresponding window is not displayed in a foreground position.
Claim 12
Independent Claim
118 words
A system for facilitating management of call center resources, comprising: means for repeatedly receiving updates respecting at least one set of at least one call center statistic and, for each of said at least one set of at least one call center statistic, displaying a window containing a set of corresponding data items based on said updates; means for, where an update in respect of a statistic of a set of at least one call center statistic exceeds a threshold, expanding a corresponding window for a corresponding set of data items, if said corresponding window is not expanded and displaying said corresponding window in a foreground position, if said corresponding window is not displayed in a foreground position.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2006-02-24 | 2006-08-26 | 2007-02-25 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2010-02-24 | 2010-08-26 | 2011-02-25 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2014-02-24 | 2014-08-26 | 2015-02-25 | $7700.00 | Window Closed / Lapsed |