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(19) United States (12) Patent Application Publication (10) Pub. No.: US 2013/0208880 A1 Lovy et al. (54)
Aug. 15, 2013
(43) Pub. Date:
?led on Jul. 9, 2012, provisional application No.
METHOD AND APPARATUS FOR EVOLUTIONARY CONTACT CENTER BUSINESS INTELLIGENCE
61/579,286, ?led on Dec. 22, 2011. Publication Classi?cation
(71) ApplicantszDavid M. Lovy, Blossvale, NY (US); Robert J. Boj anek, Rome, NY (US); Bharat Shah, Acton, MA (US)
(72)
(51)
Int. Cl.
H04M 3/51
(52)
Inventors: David M. Lovy, Blossvale, NY (US);
CPC ................................. .. H04M3/5175 (2013.01)
Robert J. Boj anek, Rome, NY (US); Bharat Shah, Acton, MA (US)
USPC
ABSTRACT
able intelligence including key performance indicators. The contact center state engine may be utilized in conjunction
Dec. 20, 2012
With the network monitoring appliance Which processes and manages exceptions to the call center data alloWing for action, exceptions and escalation, thereby alerting an organization to
Related U.S. Application Data
(60)
379/265.03
A Web-based contact center state engine provides data describing the state of the contact center system and action
(21) App1.No.: 13/722,244 Filed:
................................................... ..
(57)
(73) Assignee: SHOREGROUP, INC., NeW York, NY (Us) (22)
(2006.01)
U.S. Cl.
an issue and providing recommended actions in addition to post event forensic data.
Provisional application No. 61/677,743, ?led on Jul.
31, 2012, provisional application No. 61/669,392,
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(19) United States (12) Patent Application Publication (10) Pub. No.: US 2013/0208880 A1 Lovy et al. (54)
Aug. 15, 2013
(43) Pub. Date:
?led on Jul. 9, 2012, provisional application No.
METHOD AND APPARATUS FOR EVOLUTIONARY CONTACT CENTER BUSINESS INTELLIGENCE
61/579,286, ?led on Dec. 22, 2011. Publication Classi?cation
(71) ApplicantszDavid M. Lovy, Blossvale, NY (US); Robert J. Boj anek, Rome, NY (US); Bharat Shah, Acton, MA (US)
(72)
(51)
Int. Cl.
H04M 3/51
(52)
Inventors: David M. Lovy, Blossvale, NY (US);
CPC ................................. .. H04M3/5175 (2013.01)
Robert J. Boj anek, Rome, NY (US); Bharat Shah, Acton, MA (US)
USPC
ABSTRACT
able intelligence including key performance indicators. The contact center state engine may be utilized in conjunction
Dec. 20, 2012
With the network monitoring appliance Which processes and manages exceptions to the call center data alloWing for action, exceptions and escalation, thereby alerting an organization to
Related U.S. Application Data
(60)
379/265.03
A Web-based contact center state engine provides data describing the state of the contact center system and action
(21) App1.No.: 13/722,244 Filed:
................................................... ..
(57)
(73) Assignee: SHOREGROUP, INC., NeW York, NY (Us) (22)
(2006.01)
U.S. Cl.
an issue and providing recommended actions in addition to post event forensic data.
Provisional application No. 61/677,743, ?led on Jul.
31, 2012, provisional application No. 61/669,392,
39%
2% x
3053 SEEM“ M83
A.
“ham
1 2M
QEHTRM. QFFIQE 30kg
202 ‘
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6
\
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Aug. 15, 2013 Sheet 1 0f 19
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Aug. 15, 2013 Sheet 5 0f 19
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