ACD Data Publishing via RSS Protocol
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Solution Overview
Problem
Current Automatic Contact Distribution (ACD) systems lack an efficient method for publishing real-time administration data in a standardized format, making it difficult for administrators and managers to access and utilize this data effectively across various platforms and locations.
Innovation Solution
Publishing ACD administration data using a platform-neutral protocol like RSS, allowing real-time updates and customizable presentations through a publishing service that integrates with standard and custom aggregators, enabling access via various devices and providing interactive data visualization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If ACD administration data is published using a platform-neutral protocol like RSS, then data accessibility and usability across various platforms and locations are improved, but the complexity of the publishing system increases
Solution Approach 1:
The patent implements a universal publishing service that uses platform-neutral protocols (RSS, Atom) to publish ACD administration data in standardized formats. This allows the same data to be accessed and consumed by multiple types of devices and applications (web browsers, mobile devices, desktop applications) without requiring separate publishing mechanisms for each platform, thereby improving data accessibility while managing system complexity through standardization.
Solution Approach 2:
The patent introduces a publishing service as an intermediary component between the ACD system and various data consumers. This publishing service acts as a mediator that transforms internal ACD data into standardized web formats and makes them accessible through standard web protocols, simplifying the integration process for diverse clients while maintaining data accessibility across platforms.
2Loss of information
If real-time ACD administration data is made accessible across multiple platforms and locations, then data availability for administrators and managers is improved, but the difficulty of detecting and measuring data effectively increases
Solution Approach 1:
The patent employs visual presentation techniques including color-coded status indicators, graphical representations, and formatted data displays that make ACD administration data more easily detectable and measurable. The publishing service can format data with visual cues (colors, graphs, charts) that help administrators and managers quickly understand data states and trends, reducing the difficulty of detecting and measuring data effectiveness across distributed platforms.
3Ease of operation
If ACD data is published in real-time with customizable presentations, then data usability is improved, but the device complexity required to support multiple formats and devices increases
Solution Approach 1:
The patent implements a dynamic publishing service that can adaptively format and present ACD data based on the capabilities and requirements of the consuming device. The service can dynamically generate different presentations (detailed reports, summary views, graphical displays) of the same underlying data, improving data usability across devices while managing complexity through adaptive rather than static formatting approaches.
Data Source
AI summary
Method and system for publishing real-time data, that is unique and specific for administering automatic contact distribution (ACD) systems, via a simple standard and in locations that are accessed readily.