ACD Data Synchronization via Translation Layer
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Solution Overview
Problem
Electronic workforce management (eWFM) systems face difficulties in processing data from dissimilar automatic contact distributors (ACDs) due to differences in data formats, which hampers their ability to estimate staffing requirements accurately and synchronize changes in agent information across different call centers.
Innovation Solution
A method and apparatus that synchronizes changes from dissimilar ACDs to an eWFM server by determining the type of data, identifying differences, reformatting it, and saving the reformatted data in a database, using terminal adapters and message processors to accommodate different command and control structures and protocols, and employing user intervention or automated processes to handle data discrepancies.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If data from dissimilar ACDs is processed directly by eWFM systems, then data exchange occurs, but data format differences cause processing failures and inaccurate staffing predictions
Solution Approach 1:
The patent introduces a data translation layer that acts as an intermediary between dissimilar ACDs and the eWFM system. This layer receives data from various ACD vendors, translates it into a standardized format, and forwards it to the eWFM system, thereby resolving data format incompatibility without affecting staffing prediction accuracy
Solution Approach 2:
The system dynamically changes data format parameters by detecting the source ACD vendor and applying appropriate translation rules. Data fields are transformed, renamed, and restructured according to the target eWFM system's requirements, enabling seamless integration across multiple vendors while maintaining accurate staffing predictions
2Reliability
If manual intervention is used to handle data discrepancies between ACDs and eWFM, then data accuracy can be maintained, but processing time and operational complexity increase
Solution Approach 1:
The system implements self-service automation where the data translation layer automatically detects format discrepancies, applies appropriate translation rules, and resolves synchronization issues without human intervention. This maintains data accuracy while eliminating manual processing time
Solution Approach 2:
The patent incorporates feedback mechanisms that monitor data synchronization status between ACDs and eWFM systems. When discrepancies are detected, the system automatically adjusts data formats and triggers re-synchronization, ensuring data accuracy while minimizing processing delays through closed-loop control
Data Source
AI summary
A method and apparatus are provided for synchronizing changes from a plurality of dissimilar automatic contact distributors to an electronic workforce management server. The method includes the steps of determining a type of data received from each of the dissimilar automatic contact distributors and identifying a data criteria for the determined type of data. The method further includes the steps of detecting a difference between the data criteria and data, identifying a correction for the detected difference, reformatting the data based upon the identified correction and saving the reformatted data in a database of the electronic workforce management server.