Technique for effectively capturing and processing event data
First Claim
1. A system for conducting a communication comprising:
- at least one device for realizing a plurality of events in the communication, the at least one device generating a plurality of records concerning the events, respectively, the records including data descriptive of the respective events, each record including an identifier identifying the communication; and
a server for processing the records before transmission thereof.
1 Assignment
0 Petitions
Accused Products
Abstract
In a call center where information assistance calls are received, an operator may provide different services to a customer in each call. Such services may include, e.g., searches for a desired telephone number, regional restaurant, etc. Thus, multiple events, e.g., the telephone number and regional restaurant search events, may occur during the same information assistance call. In accordance with the invention, an event monitor server is connected to different clients in the center which generate records concerning the events occurring during the call. The server is used to collect such event records from the clients. The collected records are transmitted through a communications network to a remote computer for their analysis. To effectively utilize the limited bandwidth of the communications network, the event monitor server may compress the data in the event records before its transmission. It may also transmit the event record data in accordance with a data throttling scheme in response to a measured transmission latency. In addition, it may prioritize the event records to be transmitted, and filter out unwanted records before transmission thereof. After the transmitted event records are received, additional event records may be generated based on selected, received event records. Summary tables may also be formed which facilitate analysis of event data.
35 Citations
97 Claims
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1. A system for conducting a communication comprising:
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at least one device for realizing a plurality of events in the communication, the at least one device generating a plurality of records concerning the events, respectively, the records including data descriptive of the respective events, each record including an identifier identifying the communication; and
a server for processing the records before transmission thereof. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 15, 16, 17, 18, 19, 20, 21, 22, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 37, 38, 39, 40, 41, 42)
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14. Apparatus for conducting a communication, the apparatus comprising:
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an interface for receiving a plurality of records, each record being associated with a respective one of a plurality of events occurring during the communication, each record including at least an identifier identifying the communication;
a memory for storing a configuration file; and
a processor for processing the records based on a specification in the configuration file.
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23. A communications system for processing a call received in a call center where an operator provides services in the call, the communications system comprising:
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at least one device for helping the operator to provide the services in the call, the at least one device generating a plurality of event records concerning the services, each event record including an identifier identifying the call;
a memory for storing a configuration file;
a first server for processing the event records in accordance with a specification in the configuration file; and
a second server for receiving the processed event records from the first server through a communications network, the second server generating a database including selected data from the received event records.
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36. Apparatus for capturing events comprising:
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an interface for receiving data concerning first events;
a processor for inserting the data into a database, and identifying second events based on selected data being inserted into the database; and
an output for generating records representing the second events.
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43. Apparatus for compiling statistics concerning at least one communication, the communication including a plurality of events occurring during the communication, the apparatus comprising:
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an interface for receiving records representing the events, each record including an identifier;
a processor for associating selected records with the communication based on the identifiers in the selected records; and
an output for generating the statistics concerning the communication based on data in the selected records. - View Dependent Claims (44, 45, 46, 47, 48, 49, 50, 51, 52)
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53. A method for use in a system for conducting a communication, the system including at least one device, the method comprising:
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realizing by the at least one device a plurality of events in the communication;
generating by the at least one device a plurality of records concerning the events, respectively, the records including data descriptive of the respective events, each record including an identifier identifying the communication; and
processing the records before transmission thereof. - View Dependent Claims (54, 55, 56, 57, 58, 59, 60, 61, 62)
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63. A method for collecting information concerning a communication, the method comprising:
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receiving a plurality of records, each record being associated with a respective one of a plurality of events occurring during the communication, each record including at least an identifier identifying the communication;
storing a configuration file; and
processing the records based on a specification in the configuration file. - View Dependent Claims (64, 65, 66, 67, 68, 69, 70, 71)
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72. A method for use in a communications system for processing a call received in a call center where an operator provides services in the call, the communications system including at least one device, the method comprising:
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using the at least one device to help provide the services in the call;
generating by the at least one device a plurality of event records concerning the services, each event record including an identifier identifying the call;
storing a configuration file;
processing the event records in accordance with a specification in the configuration file;
receiving the processed event records through a communications network; and
generating a database which includes selected data from the received event records. - View Dependent Claims (73, 74, 75, 76, 77, 78, 79, 80)
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81. A method for capturing events comprising:
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receiving data concerning first events;
inserting the data into a database;
identifying second events based on selected data being inserted into the database; and
generating records representing the second events. - View Dependent Claims (82, 83, 84, 85, 86, 87)
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88. A method for compiling statistics concerning at least one communication, the communication including a plurality of events occurring during the communication, the method comprising:
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receiving records representing the events, each record including an identifier;
associating selected records with the communication based on the identifiers in the selected records; and
generating the statistics concerning the communication based on data in the selected records. - View Dependent Claims (89, 90, 91, 92, 93, 94, 95, 96, 97)
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Specification