Graphical method and system for visualizing performance levels in time-varying environment
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United States of America Patent
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Aug 24, 2004
Grant Date -
Jan 2, 2003
app pub date -
Jun 27, 2001
filing date -
Jun 27, 2001
priority date (Note) -
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status (Latency Note)
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Abstract
Presented is a method and system for visually depicting performance levels in a time-varying environment such as a workplace experiencing time-varied workloads. A call center is one example of such a workplace. One embodiment includes a graphical depiction with a reference time period, such as a work day, on a the horizontal axis. A vertical axis displays, for example, the length of time an incoming call must wait before being answered. As calls come into the call center a symbol is placed horizontally on the graph corresponding to the time during the reference time period that the call was received, and vertically according to the time the caller had to wait before a call center agent answered the call. Other information may also be superimposed on the graph, such as a call center service metric, and abandoned calls.
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Cited Art Landscape
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