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

• US 7,953,750 B1
• Filed: 03/30/2007
• Issued: 05/31/2011
• 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): Mofiz; Apu M
• Assistant Examiner(s): Pyo; Monica M
• Application Number:
  US11/693,857
• Time in Patent Office: 1,523 Days
• Field of Search: 707/3, 707/10, 707/100, 707/999.003, 707/999.01, 707/999.001, 707/769, 705/7, 705/8, 705/9
• US Class Current: 707/769
• 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

Systems and methods for storing data in a customer center environment are provided. 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; 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. The method can further 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 for storing data in a customer center system, comprising:

generating data from workforce applications for planning and scheduling at least one campaign to implement goals, at least one of the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities, the data including contacts meta data;

storing a first portion of the data from the at least one of the workforce applications in a structured database in a storage area network, converting a second portion of the data from the at least one of the workforce applications to a text format, storing the converted second portion of the data in an unstructured database in the storage area network, the storage area network being operable to communicate information between the at least one of the workforce applications and at least one of a plurality of computer storage devices;

receiving search parameters;

searching the structured database and the unstructured database simultaneously using the search parameters to obtain 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 search results; and

storing the search results in a search result database.

2. The method of claim 1, further comprising integrating data from the at least one of the workforce applications, the integrating referring to formatting the data from at least one of the workforce applications to facilitate operations, analysis and reporting by an operational data store.

3. The method of claim 1, wherein the contacts meta data includes at least one of the following:

start-time and end-time of a call, agent ID, customer ID, and location of audio file.

4. The method of claim 1, further comprising extracting, transforming, and loading data from the at least one of the workforce applications to the storage area network.

5. The method of claim 4, further comprising stripping information from the at least one of the workforce applications before loading the data to the storage area network.

6. The method of claim 1, further comprising:

extracting, transforming, and loading data from the at least one of the workforce applications to a data warehouse; and

archiving and analyzing an organization'"'"'s historical data related to the data from the at least one of the workforce applications using a computer system of the data warehouse.

7. The method of claim 6, further comprising processing the data in the data warehouse for at least one of the following:

visualization, analytics, business intelligence, and performance planning.

8. The method of claim 1 wherein indexing the search results prioritizes the words in the search results based on the number of times that the word appears in the search results.

9. The method of claim 1, further comprising:

planning at least one campaign to implement goals;

scheduling and deploying a workforce in accordance with the campaign to produce a plurality of agent-customer interactions;

measuring performance of an agent on at least a portion of the agent-customer interactions to produce a set of quality metrics for the agent;

analyzing the quality metrics to produce a rating of the measured interactions;

combining at least a portion of quality metrics to produce performance indicators; and

using the performance indicators in the planning step of a second campaign or another iteration of the at least one campaign.

10. A system for storing data in a customer center system, comprising:

a computer executing workforce applications for planning and scheduling at least one campaign to implement goals, the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities, at least one of the workforce applications being operative to generate data related to customer center functionalities, the data including recorded contacts meta data;

a storage area network operable to communicate between the at least one of the workforce applications and computer storage devices, the storage area network being operable to store a first portion of the data from the at least one of the workforce applications in a structured database, convert a second portion of the data from the at least one of the workforce applications to a text format, and store the converted second portion of the data in an unstructured database; and

a computer implemented search engine configured to receive search parameters, search the structured database and the unstructured database simultaneously using the search parameters to obtain 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 search results, and store the search results in a search result database.

11. The system of claim 10, further comprising an operational data store operable to integrate data from the at least one of the workforce applications to facilitate operations, analysis and reporting.

12. The system of claim 11, wherein the recording contacts meta data includes at least one of the following:

start-time and end-time of a call, agent ID, customer ID, and location of audio file.

13. The system of claim 12, wherein the operational data store is operable to extract, transform, and load data from the at least one of the workforce applications to the storage area network.

14. The system of claim 13, wherein the operational data store is operable to strip at least a portion of the data from the at least one of the workforce applications before loading the data to the storage area network.

15. The system of claim 11, further comprising a data warehouse that is operable to receive data from the operational data store, the data warehouse including a computer system that archives and analyzes an organization'"'"'s historical data.

16. The system of claim 15, wherein the data warehouse provides access to the data to be processed for visualization, analytics, business intelligence, or performance planning.

17. The system of claim 10, wherein the computer storage devices include disk array controllers and tape libraries.

18. The system of claim 10, wherein indexing the search results prioritizes the words in the search results based on the number of times that the word appears in the search results.

19. The system of claim 18, wherein the file system includes a set of abstract data types that are implemented for the storage, hierarchical organization, manipulation, navigation, access, or retrieval of data.

20. A system for storing data in a customer center system, comprising:

a computer executing workforce applications for planning and scheduling at least one campaign to implement goals, the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities, at least one of the workforce applications being operative to generate data related to customer center functionalities;

an operational data store operable to integrate data from the at least one of the workforce applications to facilitate operations, analysis and reporting; and

a storage area network operable to connect the at least one of the workforce applications to computer storage devices via the operational data store, the storage area network being operable to store a first portion of the data from the at least one of the workforce applications in a structured database, convert a second portion of the data from the at least one of the workforce applications to a text format, and store the converted second portion of the data in an unstructured database; and

a computer implemented search engine configured to receive search parameters, search the structured database and the unstructured database simultaneously using the search parameters to obtain 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 search results, and store the search results in a search result database.