Graph Database Attribute Tree for Contact Center Work Assignment
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Solution Overview
Problem
Current contact center solutions face challenges in interoperability between components and data management, particularly in queueless systems, where the exponential growth of data attributes exceeds the capabilities of traditional databases, leading to scalability and complexity issues.
Innovation Solution
Implementing a graph database to provide a scalable and cost-effective data model that uses nodes and relationships to describe all contact center components and processes, enabling easy integration of work assignment, administration, reporting, and media management without the need for component-specific models, and allowing for flexible attribute management and reporting.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional hierarchical databases are used to store contact center data, then the system structure is simple and familiar, but the database cannot scale to handle the exponential growth of data attributes
Solution Approach 1:
The patent changes the fundamental data model parameter from hierarchical to graph-based, allowing the database to scale exponentially with attributes while maintaining manageable complexity through relationship-based organization rather than nested hierarchies
Solution Approach 2:
The patent introduces a new dimensional approach to data organization by using graph theory concepts (nodes, edges, paths) instead of traditional hierarchical dimensions, enabling scalable representation of complex attribute relationships without proportional increases in structural complexity
2Adaptability or versatility
If multiple discrete modules and systems are used in contact center architecture, then each component can be optimized independently, but interoperability between components becomes difficult and complex
Solution Approach 1:
The graph database serves as a universal data structure that can represent and interconnect all contact center components (work assignment, CRM, WFM, IVR, reporting) within a single framework, eliminating the need for separate component-specific data models and reducing integration complexity
Solution Approach 2:
The patent introduces the graph database as an intermediary layer that standardizes data representation and relationships across all contact center modules, enabling seamless interoperability without requiring complex point-to-point integrations between discrete systems
3Adaptability or versatility
If the queue structure is removed from contact centers, then flexibility in work assignment improves, but the rigid structure that naturally limited data types is lost, causing data to expand exponentially
Solution Approach 1:
The patent implements a dynamic graph-based attribute tree that can adapt its structure and capacity as data attributes are added, allowing the system to maintain flexibility in work assignment while dynamically scaling to accommodate expanding data volumes without predefined limitations
4Adaptability or versatility
If manual updates are performed to support each new attribute set in the database, then the system can accommodate new attributes, but the process becomes time-consuming and error-prone
Solution Approach 1:
The patent enables the graph database to automatically manage attribute sets and their relationships through its inherent graph structure, eliminating the need for manual database updates when new attributes are added, as the system self-adapts to accommodate new data elements through relationship-based organization
Data Source
AI summary
A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also included in the graph database is an attribute tree that enables a work assignment engine in the contact center to make proximity-based work assignment decisions.