Resource management facilitation

Abstract

A method and system for resource management. In particular, a resource management system adapted to manage the resources, both machine and human, in call centers. The system calculates and displays statistics continuously which relate to both resources, machine and human, and objects, such as incoming calls, requiring resources. The statistics displayed are user configurable. Moreover, the system detects and warns a user upon a statistic exceeding a user defined threshold. The resource management system allows users to associate a resource to an object requiring resources. In so associating, the resources of the call center are reconfigured. Moreover, the statistics displayed and the method of display by the system are user configurable.

What is claimed is:  
     
         1 . A method of facilitating management of resources, comprising the steps of: 
 displaying a plurality of resource objects, each resource object representing a resource;    displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process;    receiving a user input associating a selected resource object with a selected resource requiring object;    allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object.    
     
     
         2 . The method of  claim 1  including the steps of: 
 receiving a user input associating a given data item with a set of at least one data item;  
 displaying said given data item;  
 responsive to a user input indicating said given data item, displaying said set of at least one data item.  
 
     
     
         3 . The method of  claim 2  including the step of: 
 responsive to a user input indicating said set of at least one data item, displaying said data item.  
 
     
     
         4 . The method of  claim 1  including the steps of: 
 repeatedly receiving updates respecting at least one set of at least one statistic and, for each of said at least one set of at least one statistic, displaying a window containing a set of corresponding data items based on said updates;  
 receiving a user input indicating an action in respect of one said window;  
 undertaking said action in respect of said one said window.  
 
     
     
         5 . The method of  claim 4  including the steps of: 
 repeatedly receiving updates respecting at least one set of resources and, for each of said at least one set of resources, displaying a window containing a set of corresponding resource objects based on said updates; and  
 repeatedly receiving updates respecting at least one set of resource requiring processes and, for each of said at least one set of resource requiring processes, displaying a window containing a set of corresponding resource requiring objects based on said updates.  
 
     
     
         6 . The method of  claim 5  wherein said action in respect of said window comprises one of (i) resizing said window; (ii) minimizing said window; (iii) moving said window to a foreground position; (iv) moving said window to a background position; and (v) repositioning said window.  
     
     
         7 . The method of  claim 4  wherein where an update in respect of a statistic of a set of at least one statistic exceeds a threshold, expanding a corresponding window for a corresponding set of data items, if said corresponding window is not expanded and displaying said corresponding window in a foreground position, if said corresponding window is not displayed in a foreground position.  
     
     
         8 . The method of  claim 4  wherein a set of at least one statistic comprises a target statistic and wherein the step of displaying comprising displaying a window of data items representing said target statistic for each of a plurality of consecutive time periods.  
     
     
         9 . The method of  claim 8  wherein said target statistic comprises an instantaneous statistic and wherein said step of displaying includes obtaining an average value of said instantaneous statistic for each of said plurality of consecutive time periods.  
     
     
         10 . The method of  claim 8  including the steps of: 
 constructing a new data item based on received updates;  
 displaying said new data item as part of said window;  
 ceasing to display a data item represented by an oldest time period when said new data item is displayed.  
 
     
     
         11 . The method of  claim 10  wherein each data item is constructed from a collection of consecutive updates and including the steps of: 
 with each update received, incorporating said received update in a data item associated with a most recent time period and unincorporating an oldest update from said data item associated with said most recent time period;  
 for each remaining data item of said window, unincorporating an oldest update and incorporating an oldest update from a data item for a next consecutive more recent time period.  
 
     
     
         12 . The method of  claim 1  wherein each step of displaying comprises displaying on one of a flat screen monitor and a plasma monitor located in a common area for viewing by a group of people.  
     
     
         13 . A method of facilitating management of a call center, comprising the steps of: 
 displaying a plurality of resource objects, each resource object representing a resource;    displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process;    receiving a user input associating a selected resource object with a selected resource requiring object;    allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object.    
     
     
         14 . The method  claim 13  wherein each resource object represents a resource comprising one of an agent, a call, and a telephone line and wherein each resource requiring object represents a resource requiring process comprising one of a queue of calls waiting to be answered and an indicator of telephone trunk utilisation.  
     
     
         15 . A method of facilitating management of resources, comprising: 
 constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an instance of a set of relators;    constructing a summary data item from said set of first data items;    receiving a user input associating said summary data item with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators;    responsive to said step of receiving, associating said set of first data items with said set of second data items;    displaying said set of first data items;    responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived.    
     
     
         16 . A method of facilitating management of resources, comprising: 
 constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an instance of a set of relators;    receiving a user input associating one of said first data items with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators from which said one first data item was derived;    responsive to said step of receiving, associating said set of first data items with said set of second data items;    displaying said set of first data items;    responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived.    
     
     
         17 . A computer media product comprising: 
 means for displaying a plurality of resource objects, each resource object representing a resource;    means for displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process;    means for receiving a user input associating a selected resource object with a selected resource requiring object;    means for allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object.    
     
     
         18 . A computer media product comprising: 
 means for constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an instance of a set of relators;    means for receiving a user input associating one of said first data items with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators from which said one first data item was derived;    means for, responsive to said step of receiving, associating said set of first data items with said set of second data items;    means for displaying said set of first data items;    means for, responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived.    
     
     
         19 . A system for management facilitation comprising: 
 means for displaying a plurality of resource objects, each resource object representing a resource;    means for displaying a plurality of resource requiring objects, each resource requiring object representing a resource requiring process;    means for receiving a user input associating a selected resource object with a selected resource requiring object;    means for allocating a resource represented by said selected resource object to a resource requiring process represented by said selected resource requiring object.    
     
     
         20 . A system for management facilitation comprising: 
 means for constructing a set of first data items from a set of statistics of a first type, each statistic derived from information from an instance of a set of relators;    means for receiving a user input associating one of said first data items with a set of at least one second data item, each said second data item representing a statistic of a second type derived from an instance of said set of relators from which said one first data item was derived;    means for, responsive to said step of receiving, associating said set of first data items with said set of second data items;    means for displaying said set of first data items;    means for, responsive to a user input indicating one of said first data items, displaying a second data item derived from an instance of said set of relators from which said indicated first data item was derived.    
     
     
         21 . The method of  claim 1  including the steps of: 
 receiving a user input indicating a resource object;  
 displaying an option menu including an option of changing a state of said indicated resource object;  
 changing a state of said resource object based on a user selection.