Systems and methods for storing and searching data in a customer center environment

• US 9,304,995 B2
• Filed: 05/24/2011
• Issued: 04/05/2016
• Est. Priority Date: 09/28/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Gupta, Rajan
• Primary Examiner(s): PYO, MONICA M
• Application Number:
  US13/114,620
• Publication Number:
  US 20110225185A1
• Time in Patent Office: 1,778 Days
• Field of Search: 707/667, 707/755, 707/795, 707/802
• US Class Current: 1/1
• CPC Class Codes: G06F 16/10 File systems; File servers
• CPC Class Codes: G06F 16/13 File access structures, e.g. distributed indices arrangements of input from, or output to, record carriers G06F3/06
• CPC Class Codes: G06F 16/2255 Hash tables
• CPC Class Codes: G06F 16/24575 using context
• CPC Class Codes: G06F 16/2477 Temporal data queries
• CPC Class Codes: G06F 16/248 Presentation of query results
• CPC Class Codes: G06F 16/285 Clustering or classification
• CPC Class Codes: G06F 16/313 Selection or weighting of terms for indexing
• CPC Class Codes: G06F 16/325 Hash tables
• CPC Class Codes: G06F 16/3329 Natural language query formulation or dialogue systems
• CPC Class Codes: G06F 16/3344 using natural language analysis
• CPC Class Codes: G06F 16/338 Presentation of query results
• CPC Class Codes: G06F 16/353 into predefined classes
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching
• CPC Class Codes: Y10S 707/99934 Query formulation, input preparation, or translation
• CPC Class Codes: Y10S 707/99935 Query augmenting and refining, e.g. inexact access

Abstract

A method includes 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. This may also 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.

Claims

1. A method comprising:

receiving a query via a graphical user interface to search data generated by a plurality of different workforce applications of a customer contact center, wherein the plurality of workforce applications include workforce forecasting, scheduling, recording, and monitoring functionalities of the customer contact center;

in response to the query, substantially concurrently searching both a structured database and an unstructured database for information in the data related to the query, wherein substantially concurrently searching both the structured database and the unstructured database includes searching the structured database using categories available in the structured database, searching the unstructured database using an index of the unstructured database; and

storing results of the searching in a search result database;

indexing the search results by a search index, wherein the search index is a hash table which distributes a weighted hash value for each of the words that appear in the search results, the hash values being weighted an distributed based on the first letter found in each of the words of the search results, wherein the distribution is different from the distribution of words across the alphabet;

wherein the information in the data is metadata which includes specified key words and concepts, wherein the structured database comprises a plurality of contacts send and/or received by the customer contact center;

wherein the categories comprise a customer center agent identifier associated with each of the plurality of contacts.

2. The method of claim 1 wherein the categories comprise a date of each of the plurality of contacts.

3. The method of claim 2 wherein the categories comprise a number of transfers of each of the plurality of contacts.

4. The method of claim 1 further comprising, prior to receiving the query, processing at least a portion of the data generated by the plurality of workforce applications to determine whether the portion of the data should be stored in either the structured database or the unstructured database, wherein the determination is made based on the content of the portion.

5. The method of claim 1 further comprising, prior to receiving the query, processing at least a portion of the data generated by the plurality of workforce applications to determine whether the portion of the data should be stored in either the structure database or the unstructured database, or both the structured database and the unstructured database, wherein the determination is made based on the content of the portion.

6. The method of claim 1 further comprising converting at least a portion of the results to a text format for storage in the search result database.

7. The method of claim 1 further comprising displaying the results according to a prioritization.

8. A non-transitory computer readable medium having stored thereon instructs that, when executed by a computer system, direct the computer system to:

receive a query via a graphical user interface to search data generated by a plurality of different workforce applications of a customer contact center, wherein the plurality of workforce applications include workforce forecasting, scheduling, recording, and monitoring functionalities of the customer contact center;

in response to the query, substantially concurrently search both a structured database and an unstructured database for information in the data related to the query wherein to substantially concurrently search both the structured database and the unstructured database the instructions direct the computer system to;

search the structured database using categories available in the structured database, and search the unstructured database using an index of the unstructured database; and

store results of the searching in a search result database;

indexing the search results by a search index, wherein the search index is a hash table which distributes a weighted hash value for each of the words that appear in the search results, the hash values being weighted an distributed based on the first letter found in each of the words of the search results, wherein the distribution is different from the distribution of words across the alphabet;

wherein the information in the data is metadata which includes specified key words and concepts, wherein the structured database comprises a plurality of contacts send and/or received by the customer contact center;

wherein the categories comprise a customer center agent identifier associated with each of the plurality of contacts.

9. The non-transitory computer readable medium of claim 8 wherein the categories comprise a date of each of the plurality of contacts.

10. The non-transitory computer readable medium of claim 9 wherein the categories comprise a number of transfers of each of the plurality of contacts.

11. The non-transitory computer readable medium of claim 8 where the instructions further direct the computer system to, prior to receiving the query, process at least a portion of the data generated by the plurality of workforce applications to determine whether the portion of the data should be stored in either the structured database or the unstructured database, wherein the determination is made based on the content of the portion.

12. The non-transitory computer readable medium of claim 8 where the instructions further direct the computer system to, prior to receiving the query, process at least a portion of the data generated by the plurality of workforce applications to determine whether the portion of the data should be stored in either the structure database or the unstructured database, or both the structured database and the unstructured database, wherein die determination is made based on the content of the portion.

13. The non-transitory computer readable medium of claim 8 wherein the instructions further direct the computer system to convert at least a portion of the results to a text format for storage in the search result database.

14. The non-transitory computer readable medium of claim 8 where the instructions further direct the computer system to display the results according to a prioritization.