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 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.
2. The system of claim 1 , wherein the communications routing system is a single multimedia routing system comprised of separate physical communications routing architectures each having nodes 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 interaction histories include final results of event handling recorded at end points.
5. The system of claim 1 , wherein the processor is a dedicated node having connection to each final destination point of the routing system.
6. The system of claim 1 , wherein the processor has access to all routing points and end point nodes of the communications routing system.
7. The system of claim 1 , wherein the server and processor operate on one machine.
8. 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.
9. The method of claim 8 , wherein the communications routing system is a single multimedia routing system comprised of separate physical communications routing architectures each handling different media types.
10. The method of claim 9 , 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.
11. The method of claim 8 , wherein the interaction histories include final results of event handling recorded at end points.
12. The method of claim 8 , wherein the processor is a dedicated node having connection to each final destination point of the routing system.
13. The method of claim 8 , wherein the processor has access to all routing points and end points of the communications routing system.
14. The method of claim 8 , wherein the server and processor operate on one machine.
15. 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.
16. The system of claim 15 , 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.
17. The system of claim 16 , 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.
18. The system of claim 15 , wherein the routing points include system entry points and intermediate decision points and the end points are final destinations for events.
19. The system of claim 15 , wherein the interaction histories include final results of event handling recorded at end points.
20. The system of claim 15 , wherein the processor is a dedicated node having connection to each final destination point of the system.
21. The system of claim 15 , wherein the processor has access to all of the routing points and end points of the system.
22. The system of claim 15 , wherein the server and processor are components of a same machine.