METHOD AND APPARATUS FOR EVOLUTIONARY CONTACT CENTER BUSINESS INTELLIGENCE

• US 20170244627A1
• Filed: 04/25/2017
• Published: 08/24/2017
• Est. Priority Date: 12/22/2011
• Status: Abandoned Application

• Current Assignee: Bharat Shah, David M. Lovy, Robert J. Bojanek
• Original Assignee: Bharat Shah, David M. Lovy, Robert J. Bojanek
• Inventors: Lovy, David M., Bojanek, Robert J., Shah, Bharat
• Application Number:
  US15/496,505
• Publication Number:
  US 20170244627A1
• Time in Patent Office: Days
• CPC Class Codes: H04L 41/0213 Standardised network management protocols, e.g. simple network management protocol [SNMP]
• CPC Class Codes: H04L 43/045 for graphical visualisation of monitoring data
• CPC Class Codes: H04L 43/06 Generation of reports
• CPC Class Codes: H04L 43/14 using software, i.e. software packages network security related monitoring H04L63/1408
• CPC Class Codes: H04M 2203/05 related to OAM&P
• CPC Class Codes: H04M 2203/40 related to call centers
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/2254 in networks
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A web-based contact center state engine provides data describing the state of the contact center system and actionable intelligence including key performance indicators. The contact center state engine may be utilized in conjunction with the network monitoring appliance which processes and manages exceptions to the call center data allowing for action, exceptions and escalation, thereby alerting an organization to an issue and providing recommended actions in addition to post event forensic data.

Claims

1. A system for monitoring the state of the communications contact center comprising:

A) a network appliance operably coupled to a network and configured for monitoring status of plural objects within a network infrastructure;

B) a contact center state engine operably coupled to a network and configured to;

i) receive communication data from a plurality of sources,

ii) correlate communication data from plural sources relating to a common parameter, and

iii) assimilate the correlated communication data for storage into memory,

wherein exceptions in a state of the contact center as determined by the contact center state engine are corroborated with changes in the status of objects in the network infrastructure, as monitored by the network appliance.

2. A method for monitoring the state of the communications contact center comprising:

A) receiving data either pushed or pulled from a plurality external data sources;

B) correlating a first data type from a first of the plurality of sources with a second data type from a second of the plurality of sources; and

C) associating the first and second data types having a correlation into a third data type utilizing a schema extension which represents metadata of a new metric.

3. The method of claim 2 further comprising:

D) graphically presenting the new metric.

4. The method of claim 2 wherein B) comprises:

B1) determining if the first and second data types are related by a common event.

5. The method of claim 4 wherein B1) comprises:

B1(i) determining if the first and second data types are related to events which occurred within a predefined window of time.

7. The method of claim 2 wherein B) comprises:

B1) determining if the first and second data types are associated through one of a predefined and user-defined relationship.

6. The method of claim 6 wherein B1) comprises:

B1(i) determining if the first and second data types are related to events which occurred relative to a predefined threshold.