Circular Buffer Event Logging for Contact Center Work Assignment
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Solution Overview
Problem
Current tools for contact centers lack the ability to provide detailed insights into the work assignment engine's decision-making processes, making it difficult to analyze and troubleshoot its behavior, which is essential for optimizing resource allocation and ensuring compliance with performance criteria.
Innovation Solution
Implementing a circular buffer system for each contact center entity to store event logs in a compressed format, allowing for real-time recording and analysis of decisions, with dynamic bit allocation and bit vector storage for efficient troubleshooting and reporting.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If traditional logging is performed at desired rate, then event recording completeness is improved, but storage space requirement increases to more than 3TB/hr
Solution Approach 1:
The patent changes the data representation parameter from traditional byte/word formats to bit-based compression. Each event is encoded using bits instead of bytes, significantly reducing the storage footprint while maintaining complete event recording capability. This parameter change enables the system to log events at high rates without requiring terabytes of storage space per hour.
Solution Approach 2:
The patent extracts only the essential event information needed for analysis and stores it in a compressed format. By taking out only the necessary data elements (event type, entity involved, timestamp, decision outcome) and encoding them efficiently, the system reduces storage requirements while preserving the completeness of event recording for troubleshooting and analysis.
2Difficulty of detecting and measuring
If detailed event logging is implemented for each contact center entity, then troubleshooting capability is improved, but device complexity increases
Solution Approach 1:
The patent segments the logging system into separate circular buffers, with each contact center entity (resource, work item, service, group, calendar) having its own dedicated buffer. This segmentation allows detailed event tracking for each entity independently, improving troubleshooting capability by isolating and analyzing events specific to each entity without overwhelming the entire logging system.
Solution Approach 2:
The patent introduces a circular buffer as an intermediary data structure between the work assignment engine and the analysis system. This intermediary component simplifies the overall system architecture by providing a standardized, efficient way to store and manage event data, making the logging system more manageable despite the detailed tracking requirements.
3Quantity of substance
If circular buffer with bit compression is used, then storage efficiency is improved, but data retrieval speed may be reduced
Solution Approach 1:
The patent performs preliminary compression of event data into bit-based formats as events are generated and stored in circular buffers. By pre-compressing the data at the point of generation rather than compressing during retrieval, the system maintains storage efficiency while enabling fast retrieval through simple bit-reading operations during analysis.
Solution Approach 2:
The patent implements dynamic data structures where the circular buffers can be accessed and read at different rates depending on analysis requirements. The bit-compressed format allows for dynamic retrieval - simple bit scanning for quick filters and more comprehensive parsing when needed - providing flexible performance characteristics that adapt to different operational scenarios.
Data Source
AI summary
An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a contact center, map the decisions to one or more events for a contact center entity, and storing information about the event in a buffer associated with the contact center entity, the information stored in the buffer describing how the new decision affected the contact center entity.