Abstract: The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event groups each containing a plurality of call flow events. Once an event group is selected, call statistics for the events of the event group are displayed. In addition, the system and method allow for selection of individual call flow events in order to display calls associated with the events.

Abstract: A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.

Abstract: Embodiments disclosed herein provide systems and methods for evaluating performance stress in a multi-modal network notification service. In a particular embodiment, a method provides generating a covering array of test factors corresponding to a plurality of modes and a plurality of test level values for each mode and determining an escalation hierarchy of the covering array comprising a plurality of nodes, wherein each node corresponds to a set of test factors in the covering array. The method further provides performing a notification test run of the set of test factors for each node in the escalation hierarchy to determine performance stress for each set of test factors. The method further provides generating a first factor-level-run table with the notification test runs corresponding to each of n-wise test factors and possible test level values and indicating which of the notification test runs in the factor-level-run table resulted in performance stress.

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for analyzing source code and identifying potential defects. The methods employ both static analysis and dynamic testing to detect program defects early in the development stage for better quality with less cost. The analysis also ranks identified potential defects and reports only the most likely defects to a human developer. Once defects are detected, they can be removed right away and similar defects can be prevented automatically.

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for analyzing source code and identifying potential defects. The methods employ both static analysis and dynamic testing to detect program defects early in the development stage for better quality with less cost. The analysis also ranks identified potential defects and reports only the most likely defects to a human developer. Once defects are detected, they can be removed right away and similar defects can be prevented automatically.

Abstract: A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.

Abstract: Systems and methods are presented for partitioning end-to-end performance effects using network tomography. In one embodiment, a method for partitioning end-to-end performance effects within a network is presented. The method includes determining a network topology between at least two test points, obtaining an unrelated approximation of edge effects between the test points, measuring end-to-end performance data between the test points corresponding to a target application, regularizing an estimate of edge effects for the target application using the unrelated approximation of edge effects, and computing the estimate of edge effects for the target application to partition the end-to-end effects.

Abstract: The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event groups each containing a plurality of call flow events. Once an event group is selected, call statistics for the events of the event group are displayed. In addition, the system and method allow for selection of individual call flow events in order to display calls associated with the events.

Abstract: Systems and methods are presented for partitioning end-to-end performance effects using network tomography. In one embodiment, a method for partitioning end-to-end performance effects within a network is presented. The method includes determining a network topology between at least two test points, obtaining an unrelated approximation of edge effects between the test points, measuring end-to-end performance data between the test points corresponding to a target application, regularizing an estimate of edge effects for the target application using the unrelated approximation of edge effects, and computing the estimate of edge effects for the target application to partition the end-to-end effects.

Abstract: A system is disclosed that enables the estimation of the location of a wireless terminal in a wireless network. The illustrative embodiment works without requiring modifications to be made to the wireless terminal. Furthermore, the hardware of some embodiments of the present invention can be inexpensively deployed indoors. Some embodiments of the present invention are, therefore, ideally suited for use with legacy indoor systems. The system of the illustrative embodiment of the present invention, in some embodiments, uses an offline process and an online process for location estimation. The described system, however, can be used with other techniques for location estimation.

Abstract: An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a commitment is assigned either to each workflow or to each work item in each workflow. Queued work items are automatically assigned to a next available agent based on an activity state. A short-term predictor provides early detection of work items that are at risk of failing to meet their commitments. A long-term predictor detects backlogs of work items where excessive delays in queue are likely to put work items at risk of failing to meet their commitments. An activity's state can also cause additional reserve and backup agents to be assigned to it, to service work items from its queue before their commitments are missed.

Abstract: An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a commitment is assigned either to each workflow or to each work item in each workflow. Queued work items are automatically assigned to a next available agent based on an activity state. A short-term predictor provides early detection of work items that are at risk of failing to meet their commitments. A long-term predictor detects backlogs of work items where excessive delays in queue are likely to put work items at risk of failing to meet their commitments. An activity's state can also cause additional reserve and backup agents to be assigned to it, to service work items from its queue before their commitments are missed.