Contact Flow Visualization for Faster Root Cause Analysis
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Solution Overview
Problem
Contact flow logs generated during interactions with contact centers are verbose and difficult to analyze efficiently, leading to slow troubleshooting and error identification due to their large volume and varied structures, making it challenging to pinpoint issues quickly.
Innovation Solution
A contact flow visualizer system that partitions and analyzes contact logs into segments based on contact flow identifiers and block identifiers, creating a visual representation of the user's path to facilitate quick and efficient troubleshooting.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If contact flow logs are analyzed manually in sequence, then complete analysis coverage is achieved, but analysis time becomes excessively long due to 200+ verbose log entries
Solution Approach 1:
The patent segments the 200+ verbose contact flow log entries into meaningful groups based on contact flow identifiers and block identifiers. This segmentation transforms the overwhelming sequential data into organized segments that can be analyzed in parallel, reducing analysis time while maintaining complete coverage of all log entries through systematic processing of each segment.
Solution Approach 2:
The patent introduces a visual dimension by generating graphical representations of contact paths from the segmented log data. This dimensional transformation allows analysts to comprehend the entire contact flow journey at a glance, achieving complete analysis coverage without sequentially examining each of the 200+ log entries, thus dramatically reducing analysis time.
2Measurement precision
If detailed contact flow logs are examined to identify errors, then troubleshooting accuracy is improved, but the complexity of data processing increases due to varied log structures
Solution Approach 1:
The patent changes the parameters of log processing by introducing standardized segmentation keys (contact flow identifiers and block identifiers) that transform varied log structures into a uniform format. This parameter standardization enables accurate error identification across different log types while simplifying the processing complexity through consistent segmentation rules.
Solution Approach 2:
The patent introduces an intermediary processing layer that sits between the raw varied log structures and the final analysis. This intermediary segment the logs using standardized identifiers and generates visual representations, thereby maintaining troubleshooting accuracy while reducing processing complexity by handling structural variations at the intermediary level.
3Loss of information
If contact flow logs are stored in verbose format with detailed information, then data completeness is improved, but ease of quick evaluation deteriorates due to difficulty in examining logs quickly
Solution Approach 1:
The patent extracts the essential evaluation information from the verbose log data by segmenting based on contact flow and block identifiers. This extraction process separates the critical path information needed for quick evaluation from the detailed verbose content, maintaining data completeness in the source logs while providing a simplified view for rapid assessment.
Solution Approach 2:
The patent creates visual copy representations of the contact paths from the verbose log data. These graphical copies preserve the essential flow information needed for quick evaluation while being much easier to examine at a glance, thereby maintaining data completeness in the original logs while improving ease of quick evaluation through the visual copy.
Data Source
AI summary
Various embodiments of this disclosure relate generally to a contact flow visualizer. The method comprises receiving a contact identifier and a time identifier, retrieving one or more contact logs corresponding to the contact identifier and the time identifier, segmenting the one or more contact logs into a plurality of contact log segments based on a contact flow identifier for each of the one or more contact logs, for each contact log segment, retrieving a plurality of contact flows based on the contact flow identifier of the contact log segment, partitioning the plurality of contact log segments based on a block identifier for each of the plurality of blocks, analyzing the one or more partitioned contact log segments based on the plurality of contact flows to determine a contact path, creating a visual representation of the contact path, and outputting the visual representation to a user interface of a user device.