System and method of HTML transaction logging in a web based (HTTP) customer contact center

• US 20070043852A1
• Filed: 08/16/2005
• Published: 02/22/2007
• Est. Priority Date: 08/16/2005
• Status: Abandoned Application

• Current Assignee: Aspect Software Incorporated, Davox Corporation (Aspect Software Incorporated), Cim Ltd. (F. Walther Electrics Ltd.)
• Original Assignee: Cim Ltd. (F. Walther Electrics Ltd.)
• Inventors: Robbins, Edwin, Gillis, W., Flett, Aaron
• Application Number:
  US11/204,618
• Publication Number:
  US 20070043852A1
• Time in Patent Office: Days
• US Class Current: 709/224
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

The present invention includes a system and method of HTML transaction logging in a Web based HTTP protocol contact center. The system includes a central processing unit operatively connected to a server having a filter portion and a servlet container. A storage facility is operatively connected to the filter portion of the server. The filter portion has a plurality of filters operatively connected in series or chainable, wherein the filters are configured such that each filter is processed in the order of the configuration. The agent, via the central processing unit, requests logging of a particular HTML transaction. The server receives the request and communicates it to the servlet container. The servlet container creates a response to the request, unique logging tokens and objects and associates them with the request and the response. The plurality of filters parse the request and the response for the unique logging tokens and objects to determine if the HTML transaction is to be logged. If so, the plurality of filters sends the HTML transaction to the storage facility where it is logged. Thereafter, a supervisor or qualified agent can access the HTML transaction and satisfy the customers requirements.

Claims

1. A system for logging an HTML transaction in a Web based contact center, the system comprising:

at least one central processing unit for initiating a request to log the HTML transaction;

a server, responsive to said at least one central processing unit, and having a servlet container and filter portion, for receiving the request to log the HTML transaction, and for automatically generating a response to the request;

wherein the servlet container creates unique logging tokens, and request and response objects when the request from the central processing unit is received, and for associating the unique logging tokens and objects with the request and the response;

wherein the filter portion parses the request and the response for the unique logging tokens and the objects to determine if the HTML transaction is to be logged; and

a storage facility, for receiving the HTML transaction from the filter portion if the HTML transaction is to be logged and for storing.

2. The system for logging HTML transactions in a Web based contact center according to claim 1, wherein the unique logging token is a unique string identifier.

3. The system for logging HTML transactions in a Web based contact center according to claim 1, wherein the storage facility is a Relational Database.

4. The system for logging HTML transactions in a Web based contact center according to claim 1, wherein the storage facility is an XML database.

5. The system for logging HTML transactions in a Web based contact center according to claim 1, wherein the storage facility is a Lightweight Directory Access Protocol directory.

6. The system for logging HTML transactions in a Web based contact center according to claim 1, wherein the storage facility is a flat file system.

7. The system for logging HTML transactions in a Web based contact center according to claim 6, wherein the flat file system is a hard drive.

8. The system for logging HTML transactions in a Web based contact center according to claim 1, wherein the filter portion includes a plurality of filters.

9. The system for logging HTML transactions in a Web based contact center according to claim 8, wherein the plurality of filters include a first filter, for initiating a storage request to the storage facility.

10. The system for logging HTML transactions in a Web based contact center according to claim 9, wherein the plurality of filters include a second filter, for sending the HTML transaction to the storage facility for logging.

11. The system for logging HTML transactions in a Web based contact center according to claim 10, wherein the plurality of filters include a third filter, for notifying a supervisor that the HTML transaction has been logged in the storage facility.

12. The system for logging HTML transactions in a Web based contact center according to claim 9, wherein the plurality of filters include a third filter, for notifying a qualified agent that the HTML transaction has been logged in the storage facility.

13. The system for logging HTML transactions in a Web based contact center according to claim 11, further including a gateway for retrieving the logged HTML transaction.

14. The system for logging HTML transactions in a Web based contact center according to claim 12, further including a gateway for retrieving the logged HTML transaction.

15. A system for HTML transaction logging in a Web based contact center, the system comprising:

a computer for initiating a request for a logging session;

a server, for receiving the request, and a servlet container of the server, for generating a response, unique logging tokens and objects indicative that the HTML transaction is to be logged, and for adding said unique logging tokens and objects to the request and the response;

a first filter, for initiating a storage request to a storage facility if the request contains the unique logging tokens and the objects;

a second filter, for sending the HTML transaction to the storage facility for logging if the first filter detects the unique logging tokens and the objects; and

wherein the storage facility receives and logs the HTML transaction from the second filter.

16. The system for HTML transaction logging in a Web based contact center according to claim 15, wherein the first filter initiates a termination of the logging session when a termination command is received from the computer.

17. The system for HTML transaction logging in a Web based contact center according to claim 16, wherein the first filter notifies the storage facility of the termination command.

18. A method of HTML transaction logging in a Web based contact center, the method comprising the acts of:

initiating a request for logging the HTML transaction from a central processing unit;

communicating the request from the central processing unit to a server;

responsive to said communicating act, automatically generating a response to the request by the server to the central processing unit;

responsive to said initiating and generating acts, automatically creating unique identifier tokens, and request and response objects with a servlet container of the server, and associating the unique tokens and objects with the response and the request;

responsive to said generating act, automatically parsing the request and the response for unique logging tokens and objects to determine if the HTML transaction is to be logged by a filter portion; and

responsive to said parsing act, automatically logging the HTML transaction in a storage facility if the HTML transaction is to be logged.

19. The method of HTML transaction logging in a Web based contact center according to claim 18, the method further comprising the act of terminating the logging session.

20. The method of HTML transaction logging in a Web based contact center according to claim 19, wherein the terminating act further comprises the act of notifying the storage facility of the pending termination.

21. The method of HTML transaction logging in a Web based contact center according to claim 20, and responsive to said notifying act, and further comprising the act of removing the unique logging tokens.