Accumulative Decision Point Data Analysis for Telephony Routing
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Solution Overview
Problem
Current data analysis in communications systems only considers caller behavior at each decision point without accounting for previous decision points or the caller's path to that point, leading to incomplete statistical assessments.
Innovation Solution
A system and method that collect and analyze data from multiple decision points, including the complete call path and interaction history, to provide more accurate statistical analysis for improving service and marketing strategies.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If data is analyzed only at each decision point without considering previous decision points, then the analysis process is simple and fast, but the statistical assessment accuracy is insufficient
Solution Approach 1:
The patent segments the call flow into multiple decision points (entry point, first decision point, second decision point, final destination) and collects data at each segment. This allows the system to analyze caller behavior path-by-path while maintaining manageable complexity through structured data collection at discrete points along the communication route.
Solution Approach 2:
The patent introduces a temporal/history dimension to the data analysis by collecting and storing caller path information across multiple decision points. Instead of analyzing only current decision point data, the system maintains historical context about the caller's journey through the communication system, enabling more accurate statistical assessments that consider the complete call path.
2Measurement precision
If complete call path data is collected and analyzed, then the statistical analysis becomes more accurate, but the data processing time and complexity increase
Solution Approach 1:
The patent performs preliminary data collection at each decision point along the call path, storing caller path information and interaction data before final analysis. This preliminary accumulation of structured data at intermediate points enables efficient processing later, as the data is already organized by decision point and call path rather than requiring comprehensive analysis of raw call data.
Solution Approach 2:
The patent extracts and isolates specific data elements at each decision point (caller path, interaction data, decision outcomes) and stores them separately in the database. This extraction approach allows the system to retrieve only the necessary path information for analysis without processing entire call records, reducing processing time while maintaining analytical accuracy.
Data Source
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AI summary
A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system has a processor having access to the communications routing system for analyzing the data and generating the statistics, and a server having access to the processor for rendering the generated statistics into a format for display. The data used to generate the statistics includes routing path information for events routed through the communications routing system and optionally interaction histories recorded at certain routing points and end points in the communications routing system.