Systems and methods for storing and searching data in a customer center environment
First Claim
1. A method for storing and searching in a customer center system, comprising:
- generating data from workforce applications, at least one of the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities;
determining whether at least some portions of the data should be stored in at least one of a plurality of unstructured databases or at least one of a plurality of structured databases, or both;
converting at least a portion of the data into a text format, resulting in converted data;
transferring the converted data for storing in the at least one of the plurality of unstructured databases;
storing the data in the at least one of the plurality of unstructured databases or the at least one of the plurality of structured databases, or both, the unstructured and structured databases being operative to communicate with at least one of the workforce applications, wherein at least a portion of the data stored in the at least one of the plurality of unstructured databases is the converted data;
receiving search parameters that are used to search the data in the at least one of the plurality of unstructured databases or the at least one of the plurality of structured databases, or both;
searching the at least one of the plurality of unstructured databases and the at least one of the plurality of structured databases according to the search parameters, resulting in search results, wherein the search results indicate a portion of the data associated with the search results from the at least one of the plurality of unstructured databases and the at least one of the plurality of structured databases;
determining whether each of the search results is from the at least one of the plurality of structured databases or the at least one of the plurality of unstructured databases;
indexing the portion of the data associated with the search results;
storing the portion of the data associated with the search results in a search result database; and
displaying the search results on a display device.
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Accused Products
Abstract
Systems and methods for storing and searching a customer center environment. 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; storing the data in unstructured databases, at least one of the unstructured databases being operative to communicate with one of the workforce applications, the at least one of the unstructured databases including unstructured data that does not have a data structure; receiving search parameters that are used to search the data in the at least one of the plurality of unstructured databases; searching the at least one of the plurality of unstructured databases according to the search parameters; and displaying search results on a displaying device.
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Citations
12 Claims
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1. A method for storing and searching in a customer center system, comprising:
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generating data from workforce applications, at least one of the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities; determining whether at least some portions of the data should be stored in at least one of a plurality of unstructured databases or at least one of a plurality of structured databases, or both; converting at least a portion of the data into a text format, resulting in converted data; transferring the converted data for storing in the at least one of the plurality of unstructured databases; storing the data in the at least one of the plurality of unstructured databases or the at least one of the plurality of structured databases, or both, the unstructured and structured databases being operative to communicate with at least one of the workforce applications, wherein at least a portion of the data stored in the at least one of the plurality of unstructured databases is the converted data; receiving search parameters that are used to search the data in the at least one of the plurality of unstructured databases or the at least one of the plurality of structured databases, or both; searching the at least one of the plurality of unstructured databases and the at least one of the plurality of structured databases according to the search parameters, resulting in search results, wherein the search results indicate a portion of the data associated with the search results from the at least one of the plurality of unstructured databases and the at least one of the plurality of structured databases; determining whether each of the search results is from the at least one of the plurality of structured databases or the at least one of the plurality of unstructured databases; indexing the portion of the data associated with the search results; storing the portion of the data associated with the search results in a search result database; and displaying the search results on a display device. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system for storing and searching in a customer center system, comprising:
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a plurality of workforce applications, the plurality of workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities, at least one of the plurality of workforce applications being operative to generate data related to customer center functionalities when executed by a workforce application apparatus; a non-transitory computer readable medium having a plurality of unstructured databases and a plurality of structured databases being operative to store the data, the plurality of unstructured databases and the plurality of structured databases being operative to communicate with the at least one of the plurality of workforce applications, wherein at least a portion of the data stored in at least one of the plurality of unstructured databases is converted data; a determining component configured to determine whether at least some portions of the data should be stored in the at least one of the plurality of unstructured databases or the at least one of the plurality of structured databases, or both; a converter configured to convert at least a portion of the data into a text format, resulting in the converted data, and transfer the converted data for storing in the at least one of the plurality of unstructured databases; and one or more computer systems having a search engine operative to; receive search parameters that are used to search the data in the plurality of unstructured databases or the plurality of structured databases, or both, search the plurality of unstructured databases and the plurality of structured databases according to the search parameters, resulting in search results, wherein the search results indicate a portion of the data associated with the search results from the at least one of the plurality of unstructured databases and the at least one of the plurality of structured databases, determine whether each of the search results is from the at least one of the plurality of structured databases or the at least one of the plurality of unstructured databases, or both, index the portion of the data associated with the search results, store the portion of the data associated with the search results in a search result database, and display the search results on a display device. - View Dependent Claims (8, 9, 10, 11)
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12. A system for storing and searching in a customer center system, comprising:
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a plurality of workforce applications, the plurality of workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities, at least one of the plurality of workforce applications being operative to generate data related to customer center functionalities when executed by a workforce application apparatus; a plurality of unstructured databases and a plurality of structured databases being operative to store the data in a non-transitory computer readable medium, the plurality of unstructured databases and the plurality of structured databases being operative to communicate with the at least one of the plurality of workforce applications, wherein at least a portion of the data stored in at least one of the plurality of unstructured databases is converted data; a determining component configured to determine whether at least some portions of the data should be stored in the at least one of the plurality of unstructured databases or the at least one of the plurality of structured databases, or both; a converter configured to convert at least a portion of the data into a text format, resulting in the converted data, and transfer the converted data for storing in the at least one of the plurality of unstructured databases; one or more computer systems having a search engine operative to; receive search parameters that are used to search the data in the plurality of unstructured databases or the plurality of structured databases, or both, search the plurality of unstructured databases and the plurality of structured databases, or both, according to the search parameters, resulting in search results, wherein the search results indicate a portion of the data associated with the search results from the at least one of the plurality of unstructured databases and the at least one of the plurality of structured databases, determine whether each of the search results is from the at least one of the plurality of structured databases or the at least one of the plurality of unstructured databases, index the portion of the data associated with the search results, store the portion of the data associated with the search results in a search result database, and display the search results on a display device; wherein the at least one of the plurality of structured databases comprises data that has been categorized, wherein the search engine being operative to determine whether the search results are from the at least one of the plurality of structured databases or the at least one of the plurality of unstructured databases, or both.
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Specification