Patent attributes
The present invention is directed to techniques for determining a value of a cumulative datum during a selected time interval. The disclosed method and system for collecting contact center data includes a plurality of agent and work item queues and a workflow server for distributing work items to available agents; and an event processor, that, for a selected a base time interval for accumulating a cumulative datum, determines a the rolling window that is at least one of equal and greater than the base interval and being an integer multiple of the base interval, and, when the rolling window partly spans a prior base interval, the processor can determine a rolling average for the cumulative datum over the width of the rolling window and, when the roiling window partly spans a prior base interval, the processor can estimate a value for the cumulative datum in the partly spanned prior base interval.
