Integrated representative profile data in contact center environment
View Patent ↗Various techniques described herein relate to building and using representative data systems to store and manage representative profile data within contact centers. A representative data system integrates with external communication services and other internal/external systems to provide a uniform data store and interface to create and manage representative profiles. The representative data system retrieves and analyzes representative profile data during runtime contact center operations such as contact queuing, contact management, and/or workforce management. The representative data system may be implemented using relational or graph-based data structures to support advanced predictive modeling and impact analysis of scenarios such as service outages, dynamic workload shifting, infrastructure changes, and workforce changes.
1. A contact center server, comprising:
one or more processors; and
one or more non-transitory computer-readable media storing computer-executable instructions that, when executed by the one or more processors, cause the one or more processors to perform operations comprising:
receiving first data associated with a contact center representative from an interactive communication service executing outside of the contact center server;
receiving second data associated with the contact center representative from a data source associated with the contact center server;
storing the first data as a first node and the second data as a second node in a graph-based data store within the contact center server;
storing an edge within the graph-based data store between the first and second nodes, based on a relationship between the first data and the second data;
receiving, from an internal operational system associated with the contact center server, a request to execute a function;
retrieving data including at least one of the first data or the second data from the graph-based data store; and
executing the function using the retrieved data from the graph-based data store.
2. The contact center server of claim 1 , wherein executing the function comprises at least one of:
assigning the contact center representative to a requested interactive communication session; or
determining a contact management recommendation for the contact center representative during an interactive communication session.
3. The contact center server of claim 1 , wherein executing the function comprises:
determining a first modification to the graph-based data store, based on the request received from the internal operational system;
performing a first execution of at least one of a workforce management process, an impact analysis process, or a predictive modeling process based on the graph-based data store excluding the first modification; and
performing a second execution of at least one of the workforce management process, the impact analysis process, or the predictive modeling process based on the graph-based data store including the first modification.
4. The contact center server of claim 1 , the operations further comprising:
receiving updated data associated with the contact center representative;
modifying the graph-based data store associated with the contact center representative based on the updated data; and
transmitting the updated data to at least one of the interactive communication service or the data source associated with the contact center server.
5. The contact center server of claim 4 , wherein the operations further comprise:
determining a third node within the graph-based data store associated with the updated data;
determining a target system associated with a fourth node, by traversing the graph-based data store starting at the third node to the fourth node; and
transmitting the updated data to the target system.
6. The contact center server of claim 1 , wherein the interactive communication service comprises at least one of:
an external voice communication service;
an external video communication service; or
an external chat communication session.
7. The contact center server of claim 6 , wherein the data source comprises an internal data source associated with the contact center server, and wherein the second data comprises at least one of:
a location associated with the contact center representative;
a title associated with the contact center representative;
a team within an organization associated with the contact center representative;
a credential associated with the contact center representative;
a skill associated with the contact center representative;
a language associated with the contact center representative; or
a personality trait associated with the contact center representative.
8. The contact center server of claim 1 , wherein the graph-based data store is configured to store temporal data associated with the contact center representative, and wherein the operations further comprise:
querying, at a first time, the graph-based data store for a second time previous to the first time, to determine a previous state of the graph-based data store associated with the contact center representative at the second time.
9. The contact center server of claim 1 , wherein retrieving the data comprises:
traversing an edge of the graph-based data store, from at least one of the first node or the second node, to determine a third node within the graph-based data store; and
retrieving the data from the third node.
10. The contact center server of claim 1 , wherein:
the first node in the graph-based data store is associated with a hierarchical relationship of the contact center representative within an organization;
the second node in the graph-based data store is associated with a skill or proficiency of the contact center representative; and
a third node in the graph-based data store is associated with a queue assignment of the contact center representative.
11. A method, comprising:
receiving, by a contact center server, first data associated with a contact center representative from an interactive communication service executing outside of the contact center server;
receiving second data associated with the contact center representative from a data source associated with the contact center server;
storing the first data as a first node and the second data as a second node in a graph-based data structure associated with the contact center representative user within the contact center server;
storing an edge within the graph-based data structure between the first and second nodes, based on a relationship between the first data and the second data;
receiving, from an internal operational system associated with the contact center server, a request to execute a function;
retrieving data including at least one of the first data or the second data from the graph-based data structure; and
executing the function using the retrieved data from the graph-based data structure.
12. The method of claim 11 , wherein executing the function comprises at least one of:
assigning the contact center representative to a requested interactive communication session; or
determining a contact management recommendation for the contact center representative during an interactive communication session.
13. The method of claim 11 , wherein executing the function comprises:
determining a first modification to the graph-based data structure, based on the request received from the internal operational system;
performing a first execution of at least one of a workforce management process, an impact analysis process, or a predictive modeling process based on the graph-based data structure excluding the first modification; and
performing a second execution of at least one of the workforce management process, the impact analysis process, or the predictive modeling process based on the graph-based data structure including the first modification.
14. The method of claim 11 , further comprising:
receiving updated data associated with the contact center representative;
modifying the graph-based data structure associated with the contact center representative based on the updated data; and
transmitting the updated data to at least one of the interactive communication service or the data source associated with the contact center server.
15. The method of claim 14 , wherein the method further comprises:
determining a third node within the graph-based data structure associated with the updated data;
determining a target system associated with a fourth node, by traversing the graph-based data structure starting at the third node to the fourth node; and
transmitting the updated data to the target system.
16. The method of claim 11 , wherein the graph-based data structure is configured to store temporal data associated with the contact center representative, and wherein the method further comprises:
querying, at a first time, the graph-based data structure for a second time previous to the first time, to determine a previous state of the graph-based data structure associated with the contact center representative at the second time.
17. The method of claim 11 , wherein retrieving the data comprises:
traversing an edge of the graph-based data structure, from at least one of the first node or the second node, to determine a third node within the graph-based data structure; and
retrieving the data from the third node.
18. The method of claim 11 , wherein:
the first node in the graph-based data structure is associated with a hierarchical relationship of the contact center representative within an organization;
the second node in the graph-based data structure is associated with a skill or proficiency of the contact center representative; and
a third node in the graph-based data structure is associated with a queue assignment of the contact center representative.
19. One or more non-transitory computer-readable media storing instructions executable by a processor, wherein the instructions, when executed by the processor, cause the processor to perform operations comprising:
receiving, by a contact center server, first data associated with a contact center representative from an interactive communication service executing outside of the contact center server;
receiving second data associated with the contact center representative from a data source associated with the contact center server;
storing the first data as a first node and the second data as a second node in a graph-based data structure associated with the contact center representative within the contact center server;
storing an edge within the graph-based data structure between the first and second nodes, based on a relationship between the first data and the second data;
receiving a request to execute a function associated with the contact center representative;
retrieving data including at least one of the first data or the second data from the graph-based data structure associated with the contact center representative; and
executing the function using the retrieved data from the graph-based data structure.
20. The one or more non-transitory computer-readable media of claim 19 , the operations further comprising:
receiving updated data associated with the contact center representative;
modifying the graph-based data structure associated with the contact center representative based on the updated data; and
transmitting the updated data to at least one of the interactive communication service or the data source associated with the contact center server.