Accumulative decision point data analysis system for telephony and electronic communications operations
View Patent ↗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.
1. A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system comprising:
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;
wherein the data used to generate the statistics includes routing path information for events routed through the communications routing system and interaction histories recorded at routing points and end points in the communications routing system and the data generated at routing points and end points is generated in the form of an extensible markup language-based data set.
2. The system of claim 1 , wherein the communications routing system is logically classed as a single multimedia routing system comprised of separate physical communications routing architectures each handling different media types.
3. The system of claim 2 , wherein the communications routing system is one of a telephone routing system, an email routing system, or a voice over Internet protocol (VoIP) routing system.
4. The system of claim 1 , wherein the routing points include system entry points and intermediate decision points and the end points are final destinations for events.
5. The system of claim 1 , wherein the interaction histories include final results of event handling recorded at end points.
6. The system of claim 1 , wherein the processor is a dedicated node having connection to each final destination point of the system.
7. The system of claim 1 , wherein the processor has access to all of the routing points and end points of the system.
8. The system of claim 1 , wherein the server and processor are components of a same machine.
9. In a communications routing system, a method for collecting route path information and interaction information of a communications event routed through the system for use in generating usage statistics comprising the acts:
(a) recording in a data storage unit by a computerized server, an identification and location of a system entry point at which the event first arrived into the system, and recording any interaction result produced at that entry point;
(b) generating by the computerized server machine-readable text of the recorded data;
(c) routing the event to a next routing point by a computerized routing processor;
(d) recording by the computerized server an identification and location of the next routing point to which the event is routed and any interaction result at that routing point;
(e) generating by the computerized server machine-readable text of the recorded data; and
(f) sending the aggregate machine readable text to a statistics generator.
10. The method of claim 9 , wherein in act (a), the entry point is a telephone switch and the interaction is interactive voice response (IVR).
11. The method of claim 9 , wherein in act (b), the machine-readable text is XML-based.
12. The method of claim 9 , wherein in act (c), the determination of the next routing point is based at least in part on result of any interaction at the entry point.
13. The method of claim 9 , wherein in act (c), the determination of the next routing point is a default routine.
14. The method of claim 9 , wherein in act (d), the next routing point is an IVR system.
15. The method of claim 9 , wherein in act (f), the aggregate text is assembled at each point and forwarded with the event to the next point, the aggregate forwarded when the point is a final destination for the event.
16. The method of claim 9 , wherein in act (f) the aggregate of texts are assembled in a third party node monitoring the routing points when the event terminates, the aggregate then forwarded to the statistics generator.
17. The method of claim 9 , wherein in act (a) the entry point is a Web server and the interaction is selection of an option on an electronic form.
18. A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system comprising:
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;
wherein the data used to generate the statistics includes routing path information for events routed through the communications routing system and interaction histories recorded at routing points and end points in the communications routing system and the routing points in the system include at least telephone switches, interactive voice response interfaces, and interactive queues.
19. The system of claim 18 , wherein the communications routing system is logically classed as a single multimedia routing system comprised of separate physical communications routing architectures each handling different media types.
20. The system of claim 19 , wherein the communications routing system is one of a telephone routing system, an email routing system, or a voice over Internet protocol (VoIP) routing system.
21. The system of claim 18 , wherein the routing points include system entry points and intermediate decision points and the end points are final destinations for events.
22. The system of claim 18 , wherein the interaction histories include final results of event handling recorded at end points.
23. The system of claim 18 , wherein the processor is a dedicated node having connection to each final destination point of the system.
24. The system of claim 18 , wherein the processor has access to all of the routing points and end points of the system.
25. The system of claim 18 , wherein the server and processor are components of a same machine.
26. A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system comprising:
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; and
a software application distributed in parts to routing points and end points of the communications routing system, the distributed parts responsible for data aggregation;
wherein the data used to generate the statistics includes routing path information for events routed through the communications routing system and at least interaction histories recorded at the routing points and the end points in the communications routing system forwarded to the server by the software application.
27. The system of claim 26 , wherein the communications routing system is logically classed as a single multimedia routing system comprised of separate physical communications routing architectures each handling different media types.
28. The system of claim 27 , wherein the communications routing system is one of a telephone routing system, an email routing system, or a voice over Internet protocol (VoIP) routing system.
29. The system of claim 26 , wherein the routing points include system entry points and intermediate decision points and the end points are final destinations for events.
30. The system of claim 26 , wherein the interaction histories include final results of event handling recorded at end points.
31. The system of claim 26 , wherein the processor is a dedicated node having connection to each final destination point of the system.
32. The system of claim 26 , wherein the processor has access to all of the routing points and end points of the system.
33. The system of claim 26 , wherein the server and processor are components of a same machine.