GRAPH DATABASE FOR A CONTACT CENTER

• US 20150347421A1
• Filed: 05/29/2014
• Published: 12/03/2015
• Est. Priority Date: 05/29/2014
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Steiner, Robert C., Ju, Wen-Hua
• Application Number:
  US14/290,657
• Publication Number:
  US 20150347421A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/252 between a Database Management System and a front-end application
• CPC Class Codes: G06F 16/282 Hierarchical databases, e.g. IMS, LDAP data stores or Lotus Notes
• CPC Class Codes: G06F 16/9024 Graphs; Linked lists G06F16/9027 takes precedence
• CPC Class Codes: G06F 16/955 using information identifiers, e.g. uniform resource locators [URL]
• CPC Class Codes: H04M 2201/16 Sequence circuits
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. The graph database enables previously discrete contact center components such as work assignment components, reporting components, work force management components, forecasting components, and the like to operate in a seamless and integrated manner.

Claims

1. A graph database, comprising:

a database interface that connects the graph database to a communication network; and

a data storage medium comprising a plurality of data elements stored therein, the plurality of data elements including a first node and a second node, wherein both the first and second node represent at least one of an attribute, a work item, a contact, a resource, an entity, an event, and a component in a contact center and wherein the first node and the second node are connected to one another via at least one relationship.

2. The graph database of claim 1, wherein the at least one relationship comprises a relationship type defined in the graph database as well as one or more properties that describe the relationship between the first node and the second node.

3. The graph database of claim 1, wherein the graph database further comprises a dictionary of nodes and a dictionary of relationships, wherein the dictionary of nodes identifies each node type currently stored or capable of being stored in the data storage medium, and wherein the dictionary of relationships identifies each relationship type currently stored or capable of being stored in the data storage medium.

4. The graph database of claim 1, wherein at least one of the first node and second node represent a component in the contact center and wherein the component represented by the at least one of the first node and second node includes a work force management module.

5. The graph database of claim 1, wherein at least one of the first node and second node represent a component in the contact center and wherein the component represented by the at least one of the first node and second node includes a reporting module.

6. The graph database of claim 5, wherein the reporting module provides at least one node in the graph database that is connected to at least one of the first and second node such that a report can be generated to include information about at least one of the first node, the second node, and the at least one relationship that connects the first node with the second node.

7. The graph database of claim 1, wherein at least one of the first node and second node represent a component in the contact center and wherein the component represented by the at least one of the first node and second node includes a forecasting module.

8. The graph database of claim 1, wherein at least one of the first node and second node represent an attribute and wherein the attribute is included in an attribute tree comprising a plurality of attribute nodes organized in a hierarchical manner.

9. The graph database of claim 1, wherein the first node corresponds to a contact node, wherein the second node corresponds to a resource node, and wherein the first node and second node are connected to one another via an intermediate node that is a conference node.

10. A contact center, comprising:

at least one server configured to execute one or more operations in the contact center; and

a graph database, comprising;

a database interface that connects the graph database to the at least one server; and

a data storage medium comprising a plurality of data elements stored therein, the plurality of data elements including a first node and a second node, wherein both the first and second node represent at least one of an attribute, a work item, a contact, a resource, an entity, an event, and a component in a contact center and wherein the first node and the second node are connected to one another via at least one relationship.

11. The contact center of claim 10, wherein the at least one relationship comprises a relationship type defined in the graph database as well as one or more properties that describe the relationship between the first node and the second node.

12. The graph database of claim 10, wherein the graph database further comprises a dictionary of nodes and a dictionary of relationships, wherein the dictionary of nodes identifies each node type currently stored or capable of being stored in the data storage medium, and wherein the dictionary of relationships identifies each relationship type currently stored or capable of being stored in the data storage medium.

13. The contact center of claim 10, wherein at least one of the first node and second node represent a component in the contact center and wherein the component represented by the at least one of the first node and second node includes a work force management module.

14. The contact center of claim 10, wherein at least one of the first node and second node represent a component in the contact center and wherein the component represented by the at least one of the first node and second node includes a reporting module.

15. The contact center of claim 14, wherein the reporting module provides at least one node in the graph database that is connected to at least one of the first and second node such that a report can be generated to include information about at least one of the first node, the second node, and the at least one relationship that connects the first node with the second node.

16. The contact center of claim 10, wherein at least one of the first node and second node represent a component in the contact center and wherein the component represented by the at least one of the first node and second node includes a forecasting module.

17. The contact center of claim 10, wherein at least one of the first node and second node represent an attribute and wherein the attribute is included in an attribute tree comprising a plurality of attribute nodes organized in a hierarchical manner.

18. The contact center of claim 10, wherein the first node corresponds to a contact node, wherein the second node corresponds to a resource node, and wherein the first node and second node are connected to one another via an intermediate node that is a conference node.

19. A non-transitory computer-readable medium comprising a data structure stored therein, the data structure comprising:

a plurality of data elements organized as a graph database, the plurality of data elements including a first node and a second node, wherein both the first and second node represent at least one of an attribute, a work item, a contact, a resource, an entity, an event, and a component in a contact center and wherein the first node and the second node are connected to one another via at least one relationship.

20. The method of claim 19, wherein at least one of the first node and second node represent an attribute and wherein the attribute is included in an attribute tree comprising a plurality of attribute nodes organized in a hierarchical manner.