Patent ID: 8175253

Claim:
A method of monitoring an automated call processing system comprising: monitoring a plurality of operating parameters; maintaining a first count of first statistical values associated with a first operating parameter of the plurality of operating parameters; maintaining a second count of second statistical values associated with a second operating parameter of the plurality of operating parameters; weighting a first performance metric established from the first count associated with the first operating parameter differently than a second performance metric established from the second count associated with the second operating parameter; adding the first weighted performance metric to the second weighted performance metric to establish a third performance metric, wherein the third performance metric is established based on a time sample of historical data collected from past operational characteristics of a call processing center, and wherein the time sample is adjusted to filter data; establishing a threshold associated with the third performance metric; tracking a performance indicator in near real time; detecting a deviation between the performance indicator and the third performance metric; and triggering an alarm when the detected deviation exceeds the threshold.