Contact Tracking Agent for Multi-Party Communication Sessions
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current contact center management systems lack detailed tracking and reporting capabilities for multi-channel and multi-party interactions, failing to provide granular data necessary for effective analysis and resource management.
Innovation Solution
A contact tracking method that utilizes 'contact parts' to monitor changes in state and channel during interactions, creating new contact parts for each endpoint when parties or channels are added or removed, and tracking these changes to provide detailed records of all states and participants involved.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If existing contact center management systems (BCMS, CMS, Multi-Media Contact Center) are used to track calls, then basic call management functions are provided, but detailed tracking of multi-channel and multi-party contacts is not supported
Solution Approach 1:
The contact is segmented into multiple contact parts, where each contact part represents a specific party's participation in the contact. This allows independent tracking of each party's state changes, channel usage, and participation duration, enabling detailed measurement of multi-channel and multi-party interactions while maintaining system versatility
Solution Approach 2:
The contact part model serves multiple functions simultaneously: it tracks state changes, monitors channel usage, records party participation, and provides granular data for analysis. This universal approach enables the system to handle diverse contact scenarios (voice, email, chat, conferences) without requiring separate tracking mechanisms for each channel or party type
2Loss of information
If summary data tracking is used (as in CMS and Multi-Media Contact Center), then basic call record structure is maintained, but granular details of individual contacts and state changes are not provided
Solution Approach 1:
The contact record is segmented into multiple contact parts, each capturing granular details of a specific party's participation. This segmentation preserves comprehensive information about state changes, channel usage, and timing without creating an unwieldy monolithic data structure, as each contact part can be independently managed and queried
Solution Approach 2:
The data model transitions from a single-dimensional summary record to a multi-dimensional structure where contact parts are organized by party, state, and channel. This dimensional expansion allows granular details to be stored and retrieved efficiently, providing rich contact information while maintaining manageable data organization through structured relationships
Data Source
AI summary
The present invention is directed to a contact center that includes a switching fabric 110, 130 operable to configure a communication session between a first customer and a first resource 138 for servicing of a first contact by the first resource and a contact tracking agent 232 operable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (i)-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.