Graph Database Work Assignment in Queueless Contact Centers

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Solution Overview

Problem

Current contact center solutions face challenges in interoperability among 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, enabling easy integration of work assignment, administration, reporting, and media management without the need for component-specific models, and allowing for attribute trees and weighting systems to optimize routing decisions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If a queueless contact center architecture is implemented with multiple discrete modules and systems, then contact center functionality is enhanced, but system complexity and interoperability difficulties increase

Engineering Contradiction:

Improvecontact center functionalityVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent merges multiple discrete contact center modules (work assignment engine, CRM, WFM, reporting systems, IVR) into a unified queueless architecture where all components interconnect without traditional queues, reducing interoperability complexity while maintaining full functionality

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The queueless contact center implements a universal data model and event-driven architecture that allows a single system framework to handle multiple functions (work assignment, customer relationship management, workforce management, reporting) without requiring separate component-specific models

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Adaptability or versatility

If the data attribute expansion in queueless contact centers is accommodated using traditional databases, then data flexibility is improved, but database scalability and performance deteriorate

Engineering Contradiction:

Improvedata flexibilityVSAvoiddata volume

Core Design Contradiction:

Adaptability or versatilityVSQuantity of substance

Solution Approach 1:

The patent transitions from traditional hierarchical database structures to a graph-based data model, adding a dimensional aspect to data organization that enables exponential attribute expansion without compromising scalability or performance

Inventive Principle:

Principle #17Another dimension (Dimensionality change)

3Device complexity

If traditional hierarchical databases are used to store contact center data, then data structure simplicity is maintained, but the ability to support exponential attribute growth is lost

Engineering Contradiction:

Improvedata structure complexityVSAvoidattribute set support

Core Design Contradiction:

Device complexityVSAdaptability or versatility

Solution Approach 1:

The patent implements a dynamic graph-based data model where the schema can adapt and evolve as new attributes are added, allowing the database structure to dynamically accommodate exponential attribute growth without manual updates or rigid schema constraints

Inventive Principle:

Principle #15Dynamics

Data Source

PatentUS10313526B2Mechanism for work assignment in a graph-based contact center

Publication Date: 2019.06.04 AVAYA INC

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 described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.