# US 2014/0156682 A1 · Logging in multithreaded application

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- Number: US 2014/0156682 A1
- Document ID: US20140156682A1
- Status: Published application
- Kind: A1
- Application number: 13/844,027
- Filed: 2013-03-15
- Published: 2014-06-05
- Earliest claimed: 2012-12-04
- Assignees: Genesys Telecomminucations Laboratories, Inc.
- Applicants: Genesys Telecomminucations Laboratories, Inc.
- Inventors: Victor Kolesov; Alexander Tikin
- Web page: https://patentgrep.com/patent/US20140156682A1

## CPC

- G06Q 10/063114: {Status monitoring or status determination for a person or group}
- G06F 9/50: Allocation of resources, e.g. of the central processing unit [CPU]
- G06F 40/205: Parsing
- H04L 65/1045: Proxies, e.g. for session initiation protocol [SIP]
- H04L 65/1069: Session establishment or de-establishment
- H04L 65/1104: Session initiation protocol [SIP]
- H04L 65/401: wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
- H04L 67/1001: for accessing one among a plurality of replicated servers
- H04M 3/42306: {Number translation services, e.g. premium-rate, freephone or vanity number services}
- H04M 3/5191: {interacting with the Internet}
- H04M 3/5232: {Call distribution algorithms}
- H04L 45/26: {Route discovery packet}
- H04L 61/106: across networks, e.g. mapping telephone numbers to data network addresses
- H04L 61/4541: Directories for service discovery
- H04L 61/4557: Directories for hybrid networks, e.g. including telephone numbers
- H04M 2203/402: Agent or workforce management
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)

## Abstract

A method for analyzing multiple log files generated by interacting software modules. In a first stage the log files are parsed by a log parser and their contents stored in a database. In a second stage, queries are run on the database to combine related log entries from multiple files. The files may contain trigger entries corresponding to the sending of events and handler entries corresponding to the handling of events, which may be used, in queries, to link related log file entries. Query results may be displayed as clickable links allowing a user to open a log file and view a log entry related to the query result by clicking on such a link.

## Claims

### Claim 1

A method for analyzing activity in a contact center, comprising:
recording, by a plurality of modules, a plurality of log entries in one or more log files;
parsing, by a parser executing on a first computing device, the one or more log files for creating a plurality of database entries;
performing, by an analysis tool, a database query; and
displaying, by the analysis tool, the results of the query,
wherein the recording, by the plurality of modules, of the plurality of log entries comprises:
sending, by a first module, an event or message to a second module;
recording, by the first module, a trigger entry corresponding to the sending of the event or message to the second module,
receiving, by the second module, the event or message; and
recording, by the second module, a first handler entry corresponding to the receiving, from the first module, of the event or message;
wherein:
the event or message contains a unique identifier;
the trigger entry comprises the unique identifier; and
the first handler entry comprises the unique identifier.

### Claim 2 (depends on 1)

The method of claim 1, wherein the parsing of the plurality of log entries comprises transcribing the trigger entry and the first handler entry into corresponding fields in a table in a database.

### Claim 3 (depends on 2)

The method of claim 2, wherein the performing of the database query comprises using the unique identifier to combine a record containing the trigger entry with a record containing the first handler entry.

### Claim 4

A method for analyzing activity in a contact center, comprising:
parsing, by a parser executing on a first computing device, a plurality of log files for creating a plurality of database entries;
each of the plurality of log files containing a plurality of log entries previously recorded by a plurality of modules;
performing, by an analysis tool, a database query; and
displaying, by the analysis tool, the results of the query,
wherein each of the log files comprises a filename, and the parsing of the plurality of log files comprises, for a log entry:
storing as a database entry a field from the log entry;
storing as a database entry the filename of the log file; and
storing as a database entry the position in the log file of the log entry,
wherein the displaying, by the analysis tool, of the results of the query comprises:
displaying the field from the log entry in a clickable link configured to result, upon being clicked, in the analysis tool displaying the log entry.