Abstract: A method and system for automatically monitoring a performance area for a contact center is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method includes the step of identifying a performance area including one or more of the following: human activity-based performance, caller dissatisfaction performance, problem call performance, customer service representative performance, business process performance, self service performance and peer comparison performance. An input transmission of a threshold for the identified performance area is received. Analytics generated for each of a plurality of interactions are received. For each of the plurality of interactions, analytics are selected that correspond to the identified performance area. An indicator value is assigned to the selected analytics for the identified performance area. The indicator value is compared to the threshold and performance data is generated therefrom.

Abstract: A method of determining the complexity of a telephonic communication received by a contact center is provided. The method comprises the step of establishing a call rule based on one or more of a call duration threshold, a non-interaction threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold. A recorded telephonic communication is received and call attributes associated with the telephonic communication are determined. The call attributes include one or more of the following: call duration data, non-interaction data, distress event data, third party dialog data and call transfer data. The established call rule is compared to the call attributes of the telephonic communication, and data indicative of the complexity of the telephonic communication is generated.

Abstract: A method and system for aggregating data associated with a plurality of interactions between at least one customer and at least one agent for generating business process analytics is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method includes the step of organizing a plurality of agents based on a predetermined criteria. The method also includes the step of selecting a range of the organized plurality of agents and identifying a plurality of interactions associated with the organized plurality of agents within the selected range. The method also includes the step of receiving voice data associated with each of the identified interactions. The method also includes the step of receiving agent call activity data associated with each of the identified interactions, the agent call activity data comprising at least one of agent on-call activity data, agent after-call activity data, and agent screen analytics and desktop recording.

Abstract: According to one embodiment of the invention, by increasing the number of rays issued through adjacent pixels with colors of high contrast while maintaining the number of rays issued through adjacent pixels which do not have colors of high contrast, a ray tracing image processing system may render an anti-aliased image while minimizing the increase in workload experienced by the image processing system. Additionally, according to another embodiment of the invention, by maintaining the number of rays issued through adjacent pixels which have colors of low contrast while increasing the number of rays issued through adjacent pixels which do not have colors of low contrast, the image processing system may reduce workload experienced while performing ray tracing while maintaining the quality of the rendered image.

Abstract: A method for managing communications between a customer and a contact center is provided. The communication may include voice data, interactive response data and web interaction data. Upon the receipt of an interaction identifier, related conversation data is located. Following the location of the related conversation data, the conversation data is organized sequentially. The organized conversation data may then be analyzed and distress data, behavioral assessment data and event data may be determined, either for each individual interaction segment or the entire combined experience. Following the analysis, the organized conversation data may then transfer the organized conversation data to a portal for display to a user. Further, the associated statistics can be viewed in reporting within the portal or systematically extracted from the system for further analysis.

Abstract: A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.

Abstract: A method and system for aggregating data associated with an interaction between a customer and a customer service representative is provided. The method is implemented by a readable medium having a plurality of code segments. The method includes the step of receiving customer service representative call activity data, the customer service representative call activity data including one or more of the following data types: customer service representative on-call activity data, customer service representative after-call activity data, customer service representative screen analytics, customer service representative desktop recording data. The method also includes the step of receiving customer call activity data. The method also includes the step of receiving an interaction between a customer and a customer service representative and generating associated voice data from the interaction.

Abstract: According to embodiments of the invention, rays may be stochastically culled before they are issued into the three-dimensional scene. Stochastically culling rays may reduce the number of rays which need to be traced by the image processing system. Furthermore, by stochastically culling rays before they are issued into the three-dimensional scene, minor imperfections may be added to the final rendered image, thereby improving the realism of the rendered image. Therefore, stochastic culling of rays may improve the performance of the image processing system by reducing workload imposed on the image processing system and improving the realism of the images rendered by the image processing system. According to another embodiment of the invention, the realism of images rendered by the image processing system may also be improved by stochastically adding secondary rays after ray-primitive intersections have occurred.

Abstract: According to embodiments of the invention, rays may be stochastically culled before they are issued into the three-dimensional scene. Stochastically culling rays may reduce the number of rays which need to be traced by the image processing system. Furthermore, by stochastically culling rays before they are issued into the three-dimensional scene, minor imperfections may be added to the final rendered image, thereby improving the realism of the rendered image. Therefore, stochastic culling of rays may improve the performance of the image processing system by reducing workload imposed on the image processing system and improving the realism of the images rendered by the image processing system. According to another embodiment of the invention, the realism of images rendered by the image processing system may also be improved by stochastically adding secondary rays after ray-primitive intersections have occurred.

Abstract: The claimed invention provides a method for managing response time in a database system. The method includes monitoring a plurality of events that impact on the operation of the database system, identifying at least one event that impacts on at least one of the performance and availability of the database, and initiating an action in response to the identified event.

Abstract: A system for and method of managing database workloads. The workload managing system comprises a historical data collector arranged to collect historical data indicative of historical database performance trends, and a current data collector arranged to collect substantially current data indicative of substantially current database performance. The system is arranged to compare the collected historical data with the collected substantially current data and to modify operation of the database based on the comparison.

Abstract: By mapping leaf nodes of a spatial index to processing elements, efficient distribution of workload in an image processing system may be achieved. In addition, processing elements may use a thread table to redistribute workload from processing elements which are experiencing an increased workload to processing elements which may be idle. Furthermore, the workload experienced by processing elements may be monitored in order to determine if workload is balanced. Periodically the leaf nodes for which processing elements are responsible may be remapped in response to a detected imbalance in workload. By monitoring the workload experienced by the processing elements and remapping leaf nodes to different processing elements in response to unbalanced workload, efficient distribution of workload may be maintained. Efficient distribution of workload may improve the performance of the image processing system.

Abstract: According to embodiments of the invention, a normally recursive ray tracing algorithm may be partitioned to form an iterative ray tracing algorithm. The resulting portions of the iterative ray tracing algorithm may be executed by a plurality of processing elements. Furthermore, according to embodiments of the invention, a network of inboxes may be used to transfer information which defines original rays and secondary rays (information unlikely to be reused for subsequently issued rays and subsequently rendered frames) between processing elements, and a shared memory cache may store information relating to a three dimensional scene (information likely to be reused for subsequently issued rays and subsequently rendered frames). Using a plurality of processing elements to perform ray tracing and storing information in the shared memory cache which is likely to be reused for subsequent rays and subsequent frames, the performance of a ray tracing image processing system may be improved.

Abstract: A component of a microprocessor-based data processing system, which includes features for regulating power consumption in snoopable components and has gating off memory coherency properties, is determined to be in a relatively inactive state and is transitioned to a non-snoopable low power mode. Then, when a snoop request occurs, a retry protocol is sent in response to the snoop request. In conjunction with the retry protocol, a signal is sent to bring the component into snoopable mode. When the retry snoop is requested, the component is in full power mode and can properly respond to the snoop request. After the snoop request has been satisfied, the component again enters into a low power mode.

Abstract: By mapping leaf nodes of a spatial index to processing elements, efficient distribution of workload in an image processing system may be achieved. In addition, processing elements may use a thread table to redistribute workload from processing elements which are experiencing an increased workload to processing elements which may be idle. Furthermore, the workload experienced by processing elements may be monitored in order to determine if workload is balanced. Periodically the leaf nodes for which processing elements are responsible may be remapped in response to a detected imbalance in workload. By monitoring the workload experienced by the processing elements and remapping leaf nodes to different processing elements in response to unbalanced workload, efficient distribution of workload may be maintained. Efficient distribution of workload may improve the performance of the image processing system.

Abstract: According to embodiments of the invention, secondary rays may be pooled after they are generated by a vector throughput engine. After pooling the secondary rays, they may be reordered according to similarities in trajectory and originating location. The secondary rays may be sent in the new order to a workload manager for spatial index traversal. The reordering of the secondary rays may cause rays which traverse similar portions of the spatial index to be traversed immediately following (or shortly thereafter) one another. Consequently, the necessary portions of the spatial index may remain within the workload manager's memory cache, thereby reducing the number of cache misses and the amount of time necessary to traverse secondary rays through the spatial index. The reduction in time necessary to traverse the secondary rays through the spatial index may improve the overall performance of the image processing system.

Abstract: According to embodiments of the invention, a distributed time base signal may be coupled to a memory directory which provides address translation for data located within a memory cache. The memory directory may have attribute bits which indicate whether or not the memory entries have been accessed by the distributed time base signal. Furthermore, the memory directory may have attribute bits which indicate whether or not a memory directory entry should be considered invalid after an access to the memory entry by the distributed time base signal. If the memory directory entry has been accessed by the distributed time base signal and the memory directory entry should be considered invalid after the access by the time base signal, any attempted address translation using the memory directory entry may cause a cache miss. The cache miss may initiate the retrieval of valid data from memory.

Abstract: Techniques are presented for skew exception detection within a parallel processing environment. A potential exception is detected when a highest load of a processor within the parallel processing environment exceeds an average load within the parallel processing environment by a given threshold. The potential exception can become a legitimate exception when it exists for a qualified period or time or when it exists and no qualified period of time is noted. In an embodiment, checks for the potential exception occur and are wholly contained within a given configurable interval.

Abstract: A component of a microprocessor-based data processing system, which includes features for regulating power consumption in snoopable components and has gating off memory coherency properties, is determined to be in a relatively inactive state and is transitioned to a non-snoopable low power mode. Then, when a snoop request occurs, a retry protocol is sent in response to the snoop request. In conjunction with the retry protocol, a signal is sent to bring the component into snoopable mode. When the retry snoop is requested, the component is in full power mode and can properly respond to the snoop request. After the snoop request has been satisfied, the component again enters into a low power mode. Therefore, the component is able to enter into a low power mode in between snoops.

Abstract: An outlet provides both AC and DC power to at least one device. The outlet includes an input portion adapted to receive a first voltage input and a second voltage input wherein the first voltage input is a variable DC voltage and the second input is AC of a desired voltage and frequency. A converter reduces the first input voltage to a constant DC voltage output effective to power a PED. The outlet has a first receptacle in the form of a USB port to deliver the DC power to the device and a second receptacle to deliver the AC power to the device. A sensing circuit is coupled to the outlet and determines if a source of the second voltage may safely provide the AC power.