Call Center Real-Time Data Transfer and Query Engine

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Solution Overview

Problem

In call center environments, existing systems face challenges in accessing and analyzing data in real-time due to the varied formats in which data is logged, making it difficult to retrieve and analyze promptly.

Innovation Solution

A system comprising a call center that records data, a transfer center for real-time data transfer to a database, and a query engine for executing queries, allowing for immediate analysis and display of results to users.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If data is logged in varied formats in call center systems, then data collection capability is improved, but data access and analysis speed deteriorates

Engineering Contradiction:

Improvedata collection capabilityVSAvoiddata analysis speed

Core Design Contradiction:

Adaptability or versatilityVSSpeed

Solution Approach 1:

The system segments data handling into distinct components: data collection modules that accept various formats, a transfer center that routes data, and a database that stores standardized records. This segmentation allows each component to specialize, maintaining format versatility while enabling efficient standardized processing and analysis.

Inventive Principle:

Principle #1Segmentation

2Measurement precision

If manual collation processes are used for call data, then data accuracy is improved, but real-time analysis capability deteriorates

Engineering Contradiction:

Improvedata accuracyVSAvoidanalysis time

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The transfer center acts as an intermediary between call centers and the database, automatically routing and transferring data in real-time. This intermediary eliminates manual collation delays while maintaining data accuracy through structured transfer protocols and validation processes.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

Data is transferred to the database in real-time as calls are completed, rather than waiting for batch processing. This preliminary action ensures data is ready for immediate analysis, eliminating delays while automated transfer protocols maintain accuracy standards.

Inventive Principle:

Principle #10Preliminary action

3Device complexity

If data is stored and processed in traditional batch processes, then system complexity is reduced, but productivity and response time deteriorate

Engineering Contradiction:

Improvesystem complexityVSAvoiddata processing productivity

Core Design Contradiction:

Device complexityVSProductivity

Solution Approach 1:

The system transitions from static batch processing to dynamic real-time processing. The transfer center continuously receives and transfers data as it becomes available, and the query engine can execute analyses on current data, dramatically improving productivity while the modular architecture manages complexity.

Inventive Principle:

Principle #15Dynamics

Data Source

PatentUS10582047B1System, method and computer readable medium for call center management

Publication Date: 2020.03.03 WEST TECH GRP LLC

AI summary

A call center system is configured to record call data into call records. A transfer center within the call center transfers the call records to a database. A query engine, controlled from an interactive user interface, executes queries on the call data records in the database, allowing real-time analysis of the call data.