Methods and systems for generating a virtual graph of multi channel communications
AssigneeIntelePeer, Inc.
InventorBradley Taylor
Life of this patent
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Abstract
A technique is directed to methods and systems for generating a virtual graph of multi-channel communications. In some implementations, a virtual graph system provides a virtual graph relationship that manages the representation and captures the information associated with multi-channel communications, such as communications of a user with a corporate contact center. The information can include session and “customer journey” characteristics of the interaction flow beyond the details of the telecommunication infrastructure. Additionally, the virtual graph system can provide a visualization that communicates both historical details and actionable information found in the interaction graph(s).
Claims18
A method for generating a virtual graph of multi-channel communications comprising:
- collecting input data of user interactions from at least one multi-channel interaction input;
- identifying at least one virtual graph definition source to construct the virtual graph with the input data, wherein the at least one virtual graph definition source is an adapted combination of a derived data source and a designed data source;
- compiling comparative metrics and deltas for captured elements from the derived data source and the designed data source;
- constructing the virtual graph based on the captured elements in the at least one virtual graph definition source;
- identifying a failure of the user interactions in the virtual graph;
- receiving data indicating whether the failure of the user interactions results from at least one of a capacity failure or a constraint failure;
- and
- displaying, on a user interface:
- the virtual graph illustrating the failure of the user interactions during the multi-channel communications, and
- at least one recommendation for examination of the failure of the user interactions.
A computing system comprising:
- at least one processor;
- and
- at least one memory storing instructions that, when executed by the processor, cause the computing system to perform a process for generating a virtual graph of multi-channel communications, the process comprising:
- collecting input data of user interactions from at least one multi-channel interaction input;
- identifying at least one virtual graph definition source to construct the virtual graph with the input data, wherein the at least one virtual graph definition source is an adapted combination of a derived data source and a designed data source;
- compiling comparative metrics and deltas for captured elements from the derived data source and the designed data source;
- constructing the virtual graph based on the captured elements in the at least one virtual graph definition source;
- identifying a failure of the user interactions in the virtual graph;
- receiving data indicating whether the failure of the user interactions results from at least one of a capacity failure or a constraint failure;
- and
- displaying, on a user interface:
- the virtual graph illustrating the failure of the user interactions during the multi-channel communications, and at least one recommendation for examination of the failure of the user interactions.
A non-transitory computer-readable medium storing instructions that, when executed by a computing system, cause the computing system to perform operations for generating a virtual graph of multi-channel communications, the operations comprising:
- collecting input data of user interactions from at least one multi-channel interaction input;
- identifying at least one virtual graph definition source to construct the virtual graph with the input data, wherein the at least one virtual graph definition source is an adapted combination of a derived data source and a designed data source:
- compiling comparative metrics and deltas for captured elements from the derived data source and the designed data source;
- constructing the virtual graph based on the captured elements in the at least one virtual graph definition source;
- identifying a failure of the user interactions in the virtual graph;
- receiving data indicating whether the failure of the user interactions results from at least one of a capacity failure or a constraint failure;
- and
- displaying, on a user interface:
- the virtual graph illustrating the failure of the user interactions during the multi-channel communications, and at least one recommendation for examination of the failure of the user interactions.
Dependencies are inferred from the claim text.