System and method for event tracking across plural contact mediums
First Claim
1. A system for event tracking across plural contact mediums, the events associated with the providing of product information to product users, the system comprising:
- an event log module operable to accept one or more event logs from each of the plural contact mediums, each event log having plural contact sessions, each contact session having one or more time-stamped user interactions, each interaction with a labeled reference, each labeled reference providing information about the product;
an event modeling engine interfaced with the event log module and operable to compile the event logs as a directed graph having a node for each labeled reference, the nodes interconnected by edges derived from the time stamps to order nodes according to a temporal relationship of customer interactions in a contact session through one or more of the contact mediums; and
an event tracking graphical user interface interfaced with the event modeling engine and operable to display the directed graph.
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Abstract
An event tracking system tracks customer interactions to obtain product information that are made across plural contact mediums and displays an intuitive directed graph for analysis of the customer interactions. Each customer interaction is logged at each contact medium with a labeled reference associated with the content of the interaction, a time stamp and an identifier for the product or product user. An event modeling engine analyzes the log to identify contact sessions as contacts by the same identifier within a predetermined time so that an event tracking graphical user interface module prepares each contact session for display as a path of nodes interconnected by edges. Selected directed graph characteristics are highlighted, such as transitions from one contact medium to another or contact session volumes associated with an edge that have a relative volume compared with other contact sessions.
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Citations
20 Claims
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1. A system for event tracking across plural contact mediums, the events associated with the providing of product information to product users, the system comprising:
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an event log module operable to accept one or more event logs from each of the plural contact mediums, each event log having plural contact sessions, each contact session having one or more time-stamped user interactions, each interaction with a labeled reference, each labeled reference providing information about the product;
an event modeling engine interfaced with the event log module and operable to compile the event logs as a directed graph having a node for each labeled reference, the nodes interconnected by edges derived from the time stamps to order nodes according to a temporal relationship of customer interactions in a contact session through one or more of the contact mediums; and
an event tracking graphical user interface interfaced with the event modeling engine and operable to display the directed graph. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for event tracking across plural contact mediums, the events associated with the providing of product information to product users, the method comprising:
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logging product user interactions through the contact mediums by product user identifications, product information labeled references and time stamps;
identifying contact sessions of product users, each contact session having one or more product information labeled references associated with a product user identification within a predetermined time;
compiling the contact sessions as a directed graph having a node associated with each product information labeled reference, the nodes interconnected by edges, each edge associated with a user interaction at two nodes within the predetermined time, the edges defining a path between nodes for each contact session; and
presenting a visualization of the contact sessions that highlights edges having a predetermined characteristic. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification