Patent ID: 9304995
Filing Date: 2016-04-05
CPC Classification: G06F,Y10S

Claim Text:
1. A method comprising: receiving a query via a graphical user interface to search data generated by a plurality of different workforce applications of a customer contact center, wherein the plurality of workforce applications include workforce forecasting, scheduling, recording, and monitoring functionalities of the customer contact center; in response to the query, substantially concurrently searching both a structured database and an unstructured database for information in the data related to the query, wherein substantially concurrently searching both the structured database and the unstructured database includes searching the structured database using categories available in the structured database, searching the unstructured database using an index of the unstructured database; and storing results of the searching in a search result database; indexing the search results by a search index, wherein the search index is a hash table which distributes a weighted hash value for each of the words that appear in the search results, the hash values being weighted an distributed based on the first letter found in each of the words of the search results, wherein the distribution is different from the distribution of words across the alphabet; wherein the information in the data is metadata which includes specified key words and concepts, wherein the structured database comprises a plurality of contacts send and/or received by the customer contact center; wherein the categories comprise a customer center agent identifier associated with each of the plurality of contacts.