Automatic clustering and visualization of data trends
AssigneeOracle International Corporation
InventorBen Werner
Life of this patent
Estimating the term…
Abstract
A method of monitoring activity in a contact center may include receiving a plurality of customer interactions; storing a plurality of textual records; grouping the plurality of textual records into a plurality of groups, wherein each of the plurality of groups is associated with an attribute of the associated customer interaction; and causing to be displayed a graphical representation of the plurality of customer interactions comprising a plurality of geometric shapes, where each of the geometric shapes is associated with a corresponding one of the groups; and each of the geometric shapes comprises an area on the display device that is proportional to a size of the corresponding one of the groups relative to sizes of the remaining groups.
Claims20
A method of monitoring activity in a telephone contact center, the method comprising:
- receiving through an interface a plurality of customer interactions;
- storing a plurality of textual records in a memory, wherein each of the plurality of textual records is derived from a corresponding one of the plurality of customer interactions;
- grouping, using a processor, the plurality of textual records into a plurality of groups, wherein each of the plurality of groups is associated with an attribute of the associated customer interaction;
- and
- causing to be displayed on a display device of a computer system, a graphical representation of the plurality of customer interactions comprising a plurality of geometric shapes, wherein:
- each of the plurality of geometric shapes is associated with a corresponding one of the plurality of groups;
- each of the plurality of geometric shapes comprises an area on the display device that is proportional to a size of the corresponding one of the plurality of groups relative to sizes of the remaining groups in the plurality of groups;
- a first geometric shape in the plurality of geometric shapes is associated with a first group in the plurality of groups;
- and
- the first geometric shape is displayed at a first time in a first color if the first group is increasing in size, and the first geometric shape is displayed at the first time in a second color if the first group is decreasing in size.
A non-transitory computer-readable memory having stored thereon a sequence of instructions which, when executed by one or more processors, causes the one or more processors to monitor activity in a telephone contact center by:
- receiving through an interface a plurality of customer interactions;
- storing a plurality of textual records in a memory, wherein each of the plurality of textual records is derived from a corresponding one of the plurality of customer interactions;
- grouping, using a processor, the plurality of textual records into a plurality of groups, wherein each of the plurality of groups is associated with an attribute of the associated customer interaction;
- and
- causing to be displayed on a display device of a computer system, a graphical representation of the plurality of customer interactions comprising a plurality of geometric shapes, wherein:
- each of the plurality of geometric shapes is associated with a corresponding one of the plurality of groups;
- and
- each of the plurality of geometric shapes comprises an area on the display device that is proportional to a size of the corresponding one of the plurality of groups relative to sizes of the remaining groups in the plurality of groups;
- a first geometric shape in the plurality of geometric shapes is associated with a first group in the plurality of groups;
- and
- the first geometric shape is displayed at a first time in a first color if the first group is increasing in size, and the first geometric shape is displayed at the first time in a second color if the first group is decreasing in size.
A system comprising:
- one or more processors;
- and
- a memory communicatively coupled with and readable by the one or more processors and having stored therein a sequence of instructions which, when executed by the one or more processor, cause the one or more processor to monitor activity in a telephone contact center by:
- receiving through an interface a plurality of customer interactions;
- storing a plurality of textual records in a memory, wherein each of the plurality of textual records is derived from a corresponding one of the plurality of customer interactions;
- grouping, using a processor, the plurality of textual records into a plurality of groups, wherein each of the plurality of groups is associated with an attribute of the associated customer interaction;
- causing to be displayed on a display device of a computer system, a graphical representation of the plurality of customer interactions comprising a plurality of geometric shapes, wherein:
- each of the plurality of geometric shapes is associated with a corresponding one of the plurality of groups;
- and
- each of the plurality of geometric shapes comprises an area on the display device that is proportional to a size of the corresponding one of the plurality of groups relative to sizes of the remaining groups in the plurality of groups;
- a first geometric shape in the plurality of geometric shapes is associated with a first group in the plurality of groups;
- and
- the first geometric shape is displayed at a first time in a first color if the first group is increasing in size, and the first geometric shape is displayed at the first time in a second color if the first group is decreasing in size.
Dependencies are inferred from the claim text.