SYSTEMS AND METHODS FOR STORING AND SEARCHING DATA IN A CUSTOMER CENTER ENVIRONMENT
First Claim
1. A method comprising:
- receiving a query via a graphical user interface to search data generated by a plurality of workforce applications;
in response to the query, searching both a structured database and an unstructured database for information in the data related to the query; and
storing results of the searching in a search result database.
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Accused Products
Abstract
Systems and methods for storing data in a customer center environment are provided. In this regard, a representative method comprises: generating data from workforce applications, at least one of the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities; and storing the data from the at least one of the workforce applications in a storage area network (SAN), the SAN being operable to connect the at least one of the workforce applications to computer storage devices. The method can further include keeping recorded contacts in a long term storage device such as the SAN or an operational data store (ODS) and transparently searching in both the ODS and the SAN simultaneously. With a concept of moving data on to a file system SAN which is cheaper as compared to a database technology such as ODS, the method facilitates predictable performance from the ODS and easier manageability with constant cost from SAN.
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Citations
20 Claims
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1. A method comprising:
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receiving a query via a graphical user interface to search data generated by a plurality of workforce applications; in response to the query, searching both a structured database and an unstructured database for information in the data related to the query; and storing results of the searching in a search result database. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A computer readable medium having stored thereon instructs that, when executed by a computer system, direct the computer system to:
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receive a query via a graphical user interface to search data generated by a plurality of workforce applications; in response to the query, search both a structured database and an unstructured database for information in the data related to the query; and store results of the searching in a search result database. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification