Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior
First Claim
1. A method for simulating a group, comprising:
- providing a data storage medium having a predetermined group database entity type wherein each instance of the group database entity type includes;
(a-1) an identification storage area for identifying a corresponding group of items, and(a-2) a group type storage area for identifying the corresponding group as one of;
(i) an actual group of one or more items, and(ii) a simulated group of one or more items;
wherein the predetermined group database entity type defines a substantially entire data organization for each instance of the group database entity type within a data repository;
providing access to at least a first instance of the predetermined group database entity type using a value in the identification storage area of the first instance, wherein a value for the group type storage area identifies the first instance as corresponding to an actual group (G1) of one or more items;
wherein for evaluating a performance of the first instance, item performance data (ED1) associated with the items of the actual group G1 is accessed according to Type 2 constraints for accessing ED1, wherein the item performance data ED1 is substantially for a time period no earlier than a creation of the actual group G1;
creating a second instance of the predetermined group database entity type on the data storage medium, wherein the second instance corresponds to a simulated group (G2) of one or more items;
wherein the step of creating includes storing a predetermined time value for determining, for the items of G2, an earliest date of creation for item performance data that is desired for simulating an evaluation of G2, wherein the predetermined time value is substantially prior to the creation of G2;
second evaluating a performance of the simulated group G2, wherein item performance data (ED2) associated with the items of the simulated group G2 is accessed for performing the second evaluation;
wherein the accessing of the item performance data ED2 is determined using the predetermined time value;
wherein the predetermined group database entity type provides a common data structure for accessing substantially all data for each of the first and second instances and wherein a supervisor of the actual group G1 is enabled to create the simulated group G2 and wherein the simulated group G2 created by the supervisor comprises an agent not in the actual group G1.
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Abstract
A database schema architecture and operators therefor is disclosed for storing data providing information about membership of items in one or more groups, wherein when such a group is a simulated group, access to group item data related to activities of the group items prior to creation of the simulated group is provided. When such a group is an actual group, access to group item data related to activities of the group items prior to creation of the group is constrained such that group entities have database Type 2 behavior. The architecture provides a common schema for both actual and simulated groups. The architecture provides the ability to create simulated or hypothesized groups of agents in a contact center, wherein the groups can be evaluated using agents'"'"' past performance. Such groups are represented by the same schemas as actual groups, and the data entities for the actual groups exhibit Type 2 database behavior.
373 Citations
14 Claims
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1. A method for simulating a group, comprising:
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providing a data storage medium having a predetermined group database entity type wherein each instance of the group database entity type includes; (a-1) an identification storage area for identifying a corresponding group of items, and (a-2) a group type storage area for identifying the corresponding group as one of; (i) an actual group of one or more items, and (ii) a simulated group of one or more items; wherein the predetermined group database entity type defines a substantially entire data organization for each instance of the group database entity type within a data repository; providing access to at least a first instance of the predetermined group database entity type using a value in the identification storage area of the first instance, wherein a value for the group type storage area identifies the first instance as corresponding to an actual group (G1) of one or more items; wherein for evaluating a performance of the first instance, item performance data (ED1) associated with the items of the actual group G1 is accessed according to Type 2 constraints for accessing ED1, wherein the item performance data ED1 is substantially for a time period no earlier than a creation of the actual group G1; creating a second instance of the predetermined group database entity type on the data storage medium, wherein the second instance corresponds to a simulated group (G2) of one or more items; wherein the step of creating includes storing a predetermined time value for determining, for the items of G2, an earliest date of creation for item performance data that is desired for simulating an evaluation of G2, wherein the predetermined time value is substantially prior to the creation of G2; second evaluating a performance of the simulated group G2, wherein item performance data (ED2) associated with the items of the simulated group G2 is accessed for performing the second evaluation; wherein the accessing of the item performance data ED2 is determined using the predetermined time value; wherein the predetermined group database entity type provides a common data structure for accessing substantially all data for each of the first and second instances and wherein a supervisor of the actual group G1 is enabled to create the simulated group G2 and wherein the simulated group G2 created by the supervisor comprises an agent not in the actual group G1. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. An apparatus for evaluating groups, comprising:
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one or more data repositories for storing instances of a predetermined group database entity type such that each instance of the group database entity type includes; (a-1) an identification storage area for identifying a corresponding group of items, and (a-2) a group type storage area for identifying the corresponding group as one of; (i) an actual group of one or more items, and (ii) a simulated group of one or more items; at least a first of the instances of the predetermined group database entity type, the first instance identified as an actual group (G1) of one or more items; at least a second of the instances of the predetermined group database entity type, wherein the second instance corresponds to a simulated group (G2) of one or more items; one or more evaluators for evaluating a performance of the groups G1 and G2 using, respectively, the first and second instances; a processor, wherein the processor is operable to perform operations on group database entities; one or more instances of an agent data entity type, wherein the one or more instances of the agent data entity type provide access to a timestamp field for receiving a time value that identifies a latest creation time for data indicative of a performance of the agent that is associated with the one or more instances of the agent data entity type, and wherein the one or more instances of an agent data entity type comprise the items of group G1 and group G2; wherein for evaluating the group G1, item performance data (ED1) associated with the items of the actual group G1 is accessed according to Type 2 constraints for accessing ED1, wherein the item performance data ED1 is substantially for a time period no earlier than a creation of the actual group G1; wherein for evaluating the group G2, a predetermined time value is accessed, wherein the predetermined time value is for determining, for the items of G2, an earliest date of creation for item performance data (ED2) associated with the items of the simulated group G2, wherein the predetermined time value is substantially prior to the creation of G2 and wherein a supervisor of the actual group G1 is enabled to create the simulated group G2 and wherein the simulated group G2 created by the supervisor comprises an agent not in the actual group G1. - View Dependent Claims (11, 12, 13, 14)
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Specification