Abstract: A method comprises an authentication agent receiving a communications protocol message from a login agent of a client attempting to login to a target system. The authentication agent determines a login metric associated with the protocol message. The login metric comprises a latency, network, and/or data entry metric. The authentication agent receives credentials associated with an authentic client of the target system and compares the login metric with a registered metric associated with the authentic client. Based on the login metric comporting with the registered metric, the authentication agent continues login processing or performs a non-comporting metric action. Another method comprises the authentication agent sending a training request to the login agent, receiving a training response, determining a login metric associated with the training response, and recording the login metric among registered metrics of an authentic client. A computing system can implement the methods.

Abstract: A method comprises an authentication agent receiving a communications protocol message from a login agent of a client attempting to login to a target system. The authentication agent determines a login metric associated with the protocol message. The login metric comprises a latency, network, and/or data entry metric. The authentication agent receives credentials associated with an authentic client of the target system and compares the login metric with a registered metric associated with the authentic client. Based on the login metric comporting with the registered metric, the authentication agent continues login processing or performs a non-comporting metric action. Another method comprises the authentication agent sending a training request to the login agent, receiving a training response, determining a login metric associated with the training response, and recording the login metric among registered metrics of an authentic client. A computing system can implement the methods.

Abstract: 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.

Abstract: 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.