Logging in multithreaded application

• US 10,382,249 B2
• Filed: 03/15/2013
• Issued: 08/13/2019
• Est. Priority Date: 12/04/2012
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Kolesov, Victor, Tikin, Alexander
• Primary Examiner(s): Wilson, Kimberly L
• Application Number:
  US13/844,027
• Publication Number:
  US 20140156682A1
• Time in Patent Office: 2,342 Days
• Field of Search: 707755
• CPC Class Codes: G06F 40/205 Parsing
• CPC Class Codes: G06F 9/50 Allocation of resources, e.g. of the central processing unit [CPU]
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: H04L 41/04 Network management architectures or arrangements
• CPC Class Codes: H04L 41/12 Discovery or management of network topologies
• CPC Class Codes: H04L 45/26 Route discovery packet
• CPC Class Codes: H04L 61/106 across networks, e.g. mapping telephone numbers to data network addresses
• CPC Class Codes: H04L 61/4541 Directories for service discovery
• CPC Class Codes: H04L 61/4557 Directories for hybrid networks, e.g. including telephone numbers
• CPC Class Codes: H04L 65/1045 Proxies, e.g. for session initiation protocol [SIP]
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 67/1001 for accessing one among a plurality of replicated servers
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/42306 Number translation services, e.g. premium-rate, freephone or vanity number services
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A method for analyzing multiple log files generated by interacting software modules. In a first stage the log files are parsed by a log parser and their contents stored in a database. In a second stage, queries are run on the database to combine related log entries from multiple files. The files may contain trigger entries corresponding to the sending of events and handler entries corresponding to the handling of events, which may be used, in queries, to link related log file entries. Query results may be displayed as clickable links allowing a user to open a log file and view a log entry related to the query result by clicking on such a link.

Claims

1. A method for analyzing activity in a contact center, the method comprising:

sending, by a first module, an event or message to a second module, the event or message for prompting the second module to take action, the event or message having a unique identifier unique to the event or message;

generating and recording, by the first module, a first log entry in a first log file, the first log entry including the unique identifier and corresponding to the sending of the event or message to the second module;

receiving, by the second module, the event or message;

generating and recording, by the second module, a second log entry in a second log file, the second log entry including the unique identifier and corresponding to the receiving, from the first module, of the event or message;

generating and recording, by the second module, a third log entry in the second log file, the third log entry being generated and recorded in response to the second module completing the action prompted by the event or message;

parsing, by a parser executing on a first computing device, the first and second log files for extracting data from the first and second log files, wherein the data that is extracted is automatically determined based on a type of log file being parsed;

storing the extracted data in corresponding fields of first and second tables of a database based on the first and second log files from which the data is extracted, wherein the database stores a dedicated table for each of the first and second log files;

performing, by an analysis tool, a database query in the database; and

displaying, by the analysis tool, the results of the query for identifying activity by the first and second modules, wherein the display of the results of the query prompts diagnosis of unusual or erroneous activity in the contact center.

2. The method of claim 1, wherein the parsing comprises transcribing the first log entry and the second log entry into the corresponding fields in the database table.

3. The method of claim 2, wherein the performing of the database query comprises using the unique identifier to combine a record containing the first log entry with a record containing the second log entry.

4. The method of claim 1, wherein the performing of the database query comprises using the unique identifier to combine a record containing the first log entry with a record containing the second log entry.

5. The method of claim 1, wherein the displaying, by the analysis tool, the results of the query, comprises displaying a series of log entries, of the first, second, and third log entries, in chronological order.

6. The method of claim 5, wherein the series of log entries includes the first log entry followed by the second log entry.

7. The method of claim 5, wherein the displaying, by the analysis tool, the results of the query, comprises, presenting, in a viewer, the second log file containing the second and third log entries.

8. The method of claim 7, wherein the presenting comprises presenting the second log file in a viewer with the second and third log entries highlighted.

18. The method of claim 1, wherein the first and second modules are each processing threads.

9. A system for analyzing activity in a contact center, the system comprising:

a hardware processor; and

a memory coupled to the hardware processor, wherein the memory has stored thereon instructions that, when executed by the hardware processor, cause the hardware processor to;

send, by a first module, an event or message to a second module, the event or message for prompting the second module to take action, the event or message having a unique identifier unique to the event or message;

generate and record, by the first module, a first log entry in a first log file, the first log entry including the unique identifier and corresponding to the sending of the event or message to the second module,

receive, by the second module, the event or message;

generate and record, by the second module, a second log entry in a second log file, the second log entry including the unique identifier and corresponding to the receiving, from the first module, of the event or message;

generate and record, by the second module, a third log entry in the second log file, the third log entry being generated and recorded in response to the second module completing the event or message;

parse and extract data from the first and second log files, wherein the data that is extracted is automatically determined based on a type of log file being parsed;

store the extracted data in corresponding fields of first and second tables of a database based on the first and second log files from which the data is extracted, wherein the database stores a dedicated table for each of the first and second log files;

perform a database query in the database; and

display the results of the query for identifying activity by the first or second modules, wherein the display of the results of the query prompts diagnosis of unusual or erroneous activity in the contact center.

10. The system of claim 9, wherein the instructions that cause the hardware processor to parse include instructions that cause the hardware processor to transcribe the first log entry and the second log entry into corresponding fields in a table in a database.

11. The system of claim 10, wherein the instructions that cause the hardware processor to perform the database query include instructions that cause the hardware processor to use the unique identifier to combine a record containing the first log entry with a record containing the second log entry.

12. The system of claim 9, wherein the instructions that cause the hardware processor to perform the database query include instructions that cause the hardware processor to use the unique identifier to combine a record containing the first log entry with a record containing the second log entry.

13. The system of claim 9, wherein each of the log files has a filename, and the instructions that cause the hardware processor to parse include instructions that cause the hardware processor to, for one of the first, second, or third log entries:

store as a database entry in the database a field from the corresponding log entry;

store as a database entry in the database the filename of the corresponding log file; and

store as a database entry in the database the position in the corresponding log file of the corresponding log entry, and

wherein the instructions that cause the hardware processor to display include instructions that cause the hardware processor to display the field from the corresponding log entry in a clickable link configured to result, upon being clicked, in displaying the corresponding log entry.

14. The system of claim 9, wherein the instructions that cause the hardware processor to display include instructions that cause the hardware processor to display a series of log entries, of the first, second, and third log entries, in chronological order.

15. The system of claim 14, wherein the series of log entries includes the first log entry followed by the second log entry.

16. The system of claim 14, wherein the instructions that cause the hardware processor to display include instructions that cause the hardware processor to present, in a viewer, the second log file containing the second and third log entries.

17. The system of claim 16, wherein the instructions that cause the hardware processor to present include instructions that cause the hardware processor to present the second log file in a viewer with the second and third log entries highlighted.