Call Center Data Model Unifying External and Internal Sources
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Call center reporting systems face challenges in tracking and analyzing data across multiple activity sources and management modules, particularly when calls are routed through external applications like IVR and ICR systems, leading to incomplete and fragmented data sets that hinder comprehensive analytics.
Innovation Solution
The integration of multiple call center data sources, including management modules and external sources, to create a unified data model that combines agent-based and non-agent-based data, enabling comprehensive data collection and analysis across all segments of a call, even when handled by different modules or applications.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If calls are routed through external applications like IVR and ICR systems before reaching the management module, then call routing flexibility and customer service capability are improved, but data tracking completeness deteriorates because the management module cannot track all call segments
Solution Approach 1:
The patent introduces an intermediary data collection mechanism that captures call data from external applications (IVR, ICR) and transfers it to the management module. This intermediary layer ensures that data from all call segments is collected and integrated into the ECH, resolving the information loss problem while maintaining the flexible call routing architecture.
Solution Approach 2:
The patent makes the data collection system universal by enabling it to track calls across multiple applications and management modules. The enhanced ECH mechanism can collect data from various sources including IVR, ICR, and traditional management module data, providing comprehensive coverage regardless of where the call is routed.
2Quantity of substance
If multiple data sources with different reporting systems are integrated, then comprehensive data collection capability is improved, but system complexity and data integration difficulty increase
Solution Approach 1:
The patent merges multiple data sources (management module data, IVR data, ICR data) into a unified ECH structure. By combining these previously separate data streams into a single integrated history, the system achieves comprehensive data collection while simplifying the overall architecture through consolidation rather than maintaining separate reporting systems.
Solution Approach 2:
The patent segments the data collection process into distinct phases: capturing data from external applications, transferring it to the management module, and integrating it into the ECH. This segmentation allows complex data from multiple sources to be handled systematically in manageable steps.
3Measurement precision
If ECH tracks all call segments within a single management module, then data accuracy is improved, but adaptability to multi-module call routing deteriorates
Solution Approach 1:
The patent adds a new dimension to data tracking by enabling ECH to operate across multiple management modules rather than being confined to a single module. This dimensional expansion allows the system to track calls through various modules while maintaining data accuracy through consistent identification and tracking mechanisms.
Data Source
AI summary
Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of call data from multiple sources, where the multiple sources comprise a management module source and at least one source not controlled by the management module, and analyzing the set of call data.