Patent ID: 7818196

Claim:
A contact center monitoring method to estimate and track real time data from ratcheted data, the contact center comprising a processor, memory, a plurality of agents and work item queues and a workflow server for distributing work items to available agents, wherein the contact center manages data with ratcheting, comprising: the processor selecting a base time interval for accumulating current datum, wherein the base time interval begins at a time A (t A ) and ends at a time A+a duration for the base time interval (t A +duration), wherein the time A is a moment in time, wherein the base time intervals repeat at time t A +duration; the processor receiving real time contact center data, for each base time interval; the processor accumulating the real time data, for each base time interval; the processor storing the accumulated real time data, for each base time interval, the data including a status and a summary data; the processor, at the end of each previous base time interval, ratcheting the accumulated and stored data to produce a summary datum value; the processor storing the a summary datum value; the processor deleting the accumulated real time data; the processor providing an up to the moment cumulative result in real time by performing the following steps: the processor selecting a width of a rolling window, wherein the rolling window starts at time 1 (t 1 ) and ends at time 1 (t 2 ), wherein the width of the rolling window being at least one of (i) equal and (ii) greater than the base time interval and being an integer multiple of the base time interval; the processor determining that the rolling window partly spans a current base time interval; the processor determining a value for datum in the partly spanned current base interval; the processor determining that the rolling window partly spans a prior base time interval, wherein partly spanning the prior base time interval means that t 1 of the rolling window occurs after before the current time (t A ) of the present base time interval; the processor determining that the rolling window partly spans a prior base time interval, wherein partly spanning the prior base time interval means that t 1 of the rolling window occurs after before the current time t A of the present base time interval; the processor estimating a value for datum in the partly spanned prior base time interval by multiplying the summary value for the prior base time interval by a time dependent weighting factor, wherein the weighting factor is determined by the position of t 1 of the rolling window in the prior base time interval, and wherein the weighting factor decreases with time; providing said cumulative result by combining at least said value for datum in the partly spanned current base time interval and the estimated value for datum in the partly spanned prior base time interval; wherein the result is a cumulative value under the rolling window; and comparing the cumulative result against a threshold to at least automatically trigger a notification or corrective action.