Call Data Aggregation for Contact Center Visualization
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Solution Overview
Problem
Organizations running contact centers face challenges in monitoring and analyzing call data due to limited access and dynamic nature of the data, requiring significant resources and infrastructure for data collection, storage, and analysis, especially when using external VoIP providers.
Innovation Solution
A computer-implemented system and method for generating application data from call data, involving call-data aggregators and modifiers to create diagrams indicating call volume and durations, facilitating efficient monitoring and visualization of contact center operations without the need for extensive IT resources.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If organizations collect and store large quantities of call data from external VoIP providers, then they can monitor and analyze contact center operations, but they require significant network bandwidth, data storage capabilities, and IT resources
Solution Approach 1:
The patent introduces an intermediary system that sits between the external VoIP provider and the organization's internal systems. This intermediary collects call data from the VoIP provider, processes it through modification and aggregation components, and presents it in a usable format. This mediator reduces the burden on the organization's IT infrastructure by handling the complexity of data collection and processing externally, while still providing full access to call data insights.
Solution Approach 2:
The patent extracts the data processing functionality from the organization's core IT infrastructure and places it in a separate, specialized processing system. By taking out the complex tasks of data collection, storage, and analysis from the main system, the patent allows the organization to gain call data insights without investing in extensive network bandwidth, storage capabilities, and IT personnel.
2Productivity
If organizations invest in high-bandwidth networks and large data storage capabilities to receive and process call data, then they can monitor contact center operations, but the cost and complexity of IT infrastructure increases significantly
Solution Approach 1:
The patent implements a self-service data processing system where the call data is automatically collected, processed, and transformed without requiring extensive manual IT intervention. The system automatically receives call data from the VoIP provider, processes it through modification and aggregation components, and generates usable insights. This automation reduces the need for IT personnel and resources while maintaining high data processing productivity.
Solution Approach 2:
The patent changes the parameters of data processing by transforming raw call data into modified and aggregated formats that are more efficient to process and analyze. By changing the data parameters through modification components that adjust data structure and aggregation components that consolidate information, the system achieves high productivity with reduced resource requirements.
3Loss of information
If organizations develop custom data-analytics systems and software to analyze call data, then they can effectively monitor contact center operations, but the time and resources required for development increase
Solution Approach 1:
The patent performs preliminary actions by pre-processing and pre-aggregating call data before it reaches the organization's analysis systems. The modification and aggregation components prepare the data in advance, transforming raw call data into a format that is ready for immediate analysis. This preliminary processing eliminates the need for organizations to invest time in developing custom data analytics systems, as the data is already prepared and structured for analysis upon receipt.
Data Source
AI summary
Systems and methods are provided for generating application data from call data. In one implementation, a method includes acquiring call data from a call-data source with a call-data aggregator; modifying a portion of the call data with a call-data modifier; and generating application data from the portion of the call data. Application data may be configured for diagram generation. The diagram may graphically indicate call volume in branches of an interactive voice response (IVR) system map. The diagram may be a flow diagram including a connector associated with a branch of the IVR system map and the connector may have a width proportional to a call volume in the branch of the IVR system map. The diagram may indicate call-portion durations, which may be associated with a phase of a call and which may have a color associated with a phase of a call.