Accumulative decision point data analysis system for telephony and electronic communications operations
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorBrian Galvin
Life of this patent
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Abstract
A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system has a processor having access to the communications routing system for analyzing the data and generating the statistics, and a server having access to the processor for rendering the generated statistics into a format for display. The data used to generate the statistics includes routing path information for events routed through the communications routing system and optionally interaction histories recorded at certain routing points and end points in the communications routing system.
Claims22
A system for generating usage statistics in communication routing, comprising:
- a processor having access to nodes in a communications routing system;
- and
- a server having access to the processor for rendering the generated statistics into a format for display;
- wherein the nodes include at least entry points, intermediate decision points and final destination end points in the communication routing system and individual ones of the nodes generate statistics including information including routing path information and interaction histories for calls as an extensible markup language-based data set and the processor accesses the data sets from the nodes.
A method for generating usage statistics in communication routing, comprising:
- (a) accessing nodes in a communications routing system by a processor having access to the nodes, the nodes including at least entry points, intermediate decision points and final destination end points in the communication routing system;
- (b) stripping routing path information and interaction histories from events received at individual ones of the nodes by the processor;
- (c) generating statistics including the information and histories of step (b) as an extensible markup language-based data set.
A system for generating usage statistics in communication routing, comprising:
- a processor;
- a server coupled to the processor;
- and
- software distributed to individual nodes of a communications routing system and executing from machine-readable media;
- wherein routing path information for events routed through the communications routing system and at least interaction histories are recorded at individual ones of the nodes by the software as extensible markup language-based data sets and the data sets are forwarded to the server by the software application.
Dependencies are inferred from the claim text.