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    • 18. 发明申请
    • APPLYING AREA OF FOCUS TO WORKFLOW AUTOMATION AND MEASURING IMPACT OF SHIFTING FOCUS ON METRICS
    • 将重点放在工作流程自动化领域和衡量重点关注度量的影响
    • US20160132810A1
    • 2016-05-12
    • US14535931
    • 2014-11-07
    • International Business Machines Corporation
    • Adam D. BrahamDavid W. GranumJon C. RossowJeffrey A. Schmidt
    • G06Q10/06
    • Approaches presented herein enable measuring an impact on performance metrics of shifting a performance focus based on an assignment of communications to a resource based on a performance area in a customer support environment. Specifically, resources, each with several performance area attributes, are assigned performance scores. A performance focus manager selects a shifting performance area of focus and assigns communications to the resources based on the selected performance area. A history manager maintains a set of feedback performance metrics in a selected performance category, including a subset of metrics establishing a baseline for the category. The feedback performance metrics may be queried to determine how a shift in performance focus impacts a performance category and if the performance metrics of the category are within a tolerance.
    • 基于在客户支持环境中的性能区域的基于对资源的通信分配,可以测量对性能度量的影响。 具体来说,具有多个性能区域属性的资源被分配成绩分数。 性能焦点管理器选择转移的焦点性能区域,并基于所选择的性能区域向资源分配通信。 历史管理器在选定的性能类别中维护一组反馈性能指标,包括为该类别建立基准的度量的一小部分。 可以查询反馈性能指标以确定性能关注的转变如何影响性能类别,以及类别的性能指标是否在容差范围内。