Method and apparatus for integrating data aggregation of historical data and real-time deliverable metrics in a database reporting environment

• US 20040059701A1
• Filed: 09/20/2002
• Published: 03/25/2004
• Est. Priority Date: 09/20/2002
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Fedorov, Sergey
• Application Number:
  US10/251,095
• Publication Number:
  US 20040059701A1
• Time in Patent Office: Days
• US Class Current: 707/1
• CPC Class Codes: H04M 2201/54 Object oriented software
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A data aggregation and reporting system for integrating aspects of real-time metrics content and historical database reporting has a system framework including at least a framework core, a reporting layer, a business translation layer, and a metrics engine, a real-time client application for synchronizing propagation of the real-time metrics, and a reporting database for storing historical data and serving data upon request. The system is characterized in that the system integrates historical data return with deliverable real-time metrics through synthesizing relationships in an object oriented fashion between entities involved in an interaction chain of transactions.

Claims

1. A data aggregation and reporting system for integrating aspects of real-time metrics content and historical database reporting comprising:

a system framework including at least a framework core, a reporting layer, a business translation layer, and a metrics engine;

a real-time client application for synchronizing propagation of the real-time metrics; and

a reporting database for storing historical data and serving data upon request;

characterized in that the system integrates historical data return with deliverable real-time metrics through synthesizing relationships in an object oriented fashion between entities involved in an interaction chain of transactions.

2. The system of claim 1 wherein data of both a real time nature and of a historical nature is collected and aggregated during relationship synthesis.

3. The system of claim 1 wherein entity-to-entity data modeling is used to synthesize relationships.

4. The system of claim 1 wherein relationships include primary associations and derived associations, the derived associations held to a minimum through a minimum sufficiency in reporting principle.

5. The system of claim 1 wherein real-time metrics are calculated from one or more derived associations.

6. The system of claim 1 wherein real-time metrics change the direction of a transaction chain associated with an interaction handling.

7. The system of claim 1 wherein a DN-Party-Call data model is utilized as a generic data model.

8. The system of claim 1 wherein manageable objects are synthesized in real time by the real-time metrics engine through building of derived associations.

9. The system of claim 1 wherein the framework further includes an intermediate storage system functioning as a pipeline between the framework and the reporting database.

10. The system of claim 1 wherein real-time metrics are used to synthesize and update manageable objects used as system entities.

11. The system of claim 4 wherein associations for one relationship are part of an evolving association chain.

12. The system of claim 1 wherein entities delegate further activity to one or more other entities in an association chain.

13. The system of claim 1 wherein the system is used for managing interactions in a communication-center.

14. In a data aggregation and reporting system, a method for building object-interaction relationships between entities managed as objects within the system comprising steps of:

(a) initiating a relationship beginning;

(b) obtaining primary associations of the relationship;

(c) collecting real-time and historical data about the relationship as it progresses;

(d) building derived associations in real time; and

(e) using the associations to provide a complete relationship model.

15. The method of claim 14 wherein the system provides interaction management in a communication center.

16. The method of claim 14 wherein in step (a) initiation of a relationship beginning is event driven.

17. The method of claim 14 wherein in step (a) a time stamp is applied at relationship initialization.

18. The method of claim 14 wherein in step (b) the primary associations are pre-defined by the framework of the system.

19. The method of claim 14 wherein in step (c) data collection is extended from a reporting database of the system to the framework of the system.

20. The method of claim 14 wherein in step (c) real-time metrics are calculated from the real-time data.

21. The method of claim 14 wherein in step (d) the derived associations are included with the primary associations in a link-state association chain.

22. The method of claim 14 wherein in step (e) the relationship completely defines the state of the interaction and parties to the interaction.

23. The method of claim 14 wherein in step (e) entity-to-entity data modeling is used to synthesize relationships.