Source: http://www.google.com.tw/patents/US7953859
Timestamp: 2013-06-19 01:34:02
Document Index: 86490021

Matched Legal Cases: ['art 500', 'art 500', 'art 500', 'art 500', 'art 500', 'art 500', 'art 500', 'arts 500', 'art 500', 'arts 500', 'art 500', 'art 500', 'art 500', 'arts 500', 'Application No. 2007']

�M�Q US7953859 - Data model of participation in multi-channel and multi-party contacts - Google �M�Q�j�M �Ϥ� �a�� Play YouTube �s�D Gmail ���ݵw�� ��h »�i���M�Q�j�M | �������� | �n�J�i���M�Q�j�M�M�QThe present invention is directed to a contact center that includes a switching fabric 110, 130 operable to configure a communication session between a first customer and a first resource 138 for servicing of a first contact by the first resource and a contact tracking agent 232 operable, during the...http://www.google.com.tw/patents/US7953859?utm_source=gb-gplus-share�M�Q US7953859 - Data model of participation in multi-channel and multi-party contacts���}��US7953859 B1�X���������v�ӽЮѽs��10/861,193�o�G���2011�~5��31���ӽФ��2004�~6��3�� �u���v���2004�~3��31����L���}�M�Q��US7711104���}��10861193, 861193, US 7953859 B1, US 7953859B1, US-B1-7953859, US7953859 B1, US7953859B1�o��HSarah Hildebrandt Kiefhaber, Robert W. Snyder, Robin Donald Taylor, David Zanoni��M�Q�v�HAvaya Inc.�M�Q�ޥ� (129), �D�M�Q�ޥ� (153), �Q�H�U�M�Q�ޥ� (3), ���� (11) �~���s��: ���M�Q�ӼЧ�, ���M�Q�ӼЧ��M�Q����T��, �ڬw�M�Q��Data model of participation in multi-channel and multi-party contactsUS 7953859 B1�K�n The present invention is directed to a contact center that includes a switching fabric 110, 130 operable to configure a communication session between a first customer and a first resource 138 for servicing of a first contact by the first resource and a contact tracking agent 232 operable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (i)-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.
CROSS-REFERENCE TO RELATED APPLICATION This application claims the benefits under 35 U.S.C. ��119 of U.S. Provisional Patent Application Ser. No. 60/558,613, filed Mar. 31, 2004, of the same title and to the same inventors, which is incorporated herein by this reference.
Most present-day contact-distribution algorithms focus on being ��fair�� to contactors and agents. This fairness is reflected by the standard first-in, first-out call to most-idle-agent assignment algorithm. Skills-based routing improves upon this basic algorithm in that it allows each agent to be slotted into a number of categories (splits) based on the agent's skill types and levels.
To realize the objectives of optimized contact center performance and profitability, various algorithms have been developed to monitor and track selected contact center events. For example, the Services for Computer Supported Telecommunications Applications (CSTA) standard 269 of the European Computer Manufacturers Association (ECMA) defines relationships among calls, connections, and devices. The CSTA standard specifies that the identification of a call changes when the call is conferenced or transferred and that a ��call��, whether it represents voice, email, or messaging, involves only a single channel. The CSTA standard does not specify how calls, connections, and devices are to be tracked for reporting. It only specifies the states of calls, connections and devices before and after the operations it defines and the events that are emitted as a result of the operations. Current Avaya™ Customer Resource Management™ products, such as Basic Call Management System or BCMS™, Call Management System or CMS™, and Operational Analyst™, have data models that provide only limited details. BCMS has only a summary of the total time that calls spent on hold at an agent. It has neither further detail on the calls held nor information on conferences and transfers in its call record structure. CMS has more detailed information on held calls, conferences, and transfers in its call record structure. CMS tracks which agent held a call, how many times and for how long, when there is more than one agent on a call. However, CMS does not record when the call was put on hold by which participants and when the call was removed from hold by each party. Avaya's Multi-Media Contact Center™ tracks summary data, in a manner similar to CMS, and has a data model supporting detailed tracking of contacts as well. The data model does not support tracking for conferences involving multiple external parties nor for multi-channel contacts. In short, none of BCMS, CMS, or the Multi-Media Contact Center addresses multi-channel or multi-state contact tracking, since they are generally directed to voice contacts. Finally, existing data warehouse models in the data warehousing industry provide, at most, only limited information on contacts. Existing models tend to focus on customer and billing information from sales and marketing systems but typically do not contain structures that support interaction details. The models fail to provide the granular details that will allow contact centers to analyze the details of individual contacts.
SUMMARY OF THE INVENTION These and other needs are addressed by the various embodiments and configurations of the present invention. The present invention is generally directed to a method for tracking multi-channel and/or multi-party contacts. A ��contact�� refers to an interaction between selected parties/entities over one or more channels. The parties/entities can be human, such as a customer, agent, and supervisor, or nonhuman, such as an Interactive Voice Response unit, a Web server, content analyzer, email server, and the like.
The ��state�� of a contact refers to the existing or current condition or status of a contact, such as active, inactive, enqueued (or in queue), ringing, on hold, and, terminating.
A ��contact part�� represents a single party, contact state and/or communication channel in a contact or communication session. Typically, the contact part is based collectively on a single party, contact state, and channel. A contact part can thus be the smallest measurable part of a communication. Typically, a new contact part is created, and a prior contact part terminated, whenever a monitored party and/or channel is added or dropped and/or experiences a state change. In contrast, the contact maintains its identification throughout its lifetime, regardless of the number of parties and channels that are involved. At least one (and probably more) contact part(s) is/are created for every party/endpoint in the contact, including customers, agents, automated resources, and any other entity that participates in the contact. In other words, each endpoint to the contact or communication session is commonly monitored independently and separately. Thus, a first endpoint in a communication session can have a first contact part and a second endpoint in the same communication session can have a second contact part that temporally overlaps the first contact part. The use of a contact part can allow tracking the time that each party in the contact spends communicating and on hold (or the equivalent) as well as providing the complete picture of who joined the contact, at what point, and for how long.
Using the concept of the ��contact part��, other data structures can be created to provide more detail in tracking the contact. For example, a ��contact part related�� refers to the relationship of two contact parts. ��Contact part related�� shows the reason for the relationship, particularly if one contact part generated the next contact part. It is typically used to capture the cause and effect between two contact parts. A ��contact media interaction�� refers to the media-specific characteristics of a contact.
The second telecommunication devices 138-1, . . . 138-M are circuit-switched. Each of the telecommunication devices 138-1, . . . 138-M corresponds to one of a set of internal extensions Ext1, . . . ExtM, respectively. These extensions are referred to herein as ��internal�� in that they are extensions within the premises that are directly serviced by the switch. More particularly, these extensions correspond to conventional telecommunication device endpoints serviced by the switch/server, and the switch/server can direct incoming calls to and receive outgoing calls from these extensions in a conventional manner. The second telecommunication devices can include, for example, wired and wireless telephones, PDAs, H.320 video phones and conferencing units, voice messaging and response units, traditional computer telephony adjuncts, and any other communication device.
According to the invention, included among the programs executing on the server 110 is a contact tracking agent 232. The agent 232 is stored either in the main memory or in a peripheral memory (e.g., disk, CD ROM, etc.) or some other computer-readable medium of the center 100. The agent 232 collects detailed information on incoming and/or outgoing contacts in the contact center using the concept of a ��contact part��. A ��contact�� is composed of one or more contact parts and maintains its identification throughout its lifetime, regardless of the number of parties, states, and channels involved. The actions of each party or endpoint are monitored independently to identify the addition/removal of parties and/or channel and state changes. The collected granular contact details can be analyzed by the CMS and provided to contact center management in a user configurable reports that can be used to maximize contact center efficiency.
A selected endpoint to a contact generally has one or associated contact parts during the course of the contact. For a selected endpoint, a new contact part is created and a current contact part is terminated when a party and/or channel is added and/or dropped and a state changes. Examples of activities or events that will result in multiple contact parts for a contact, include the contact changes state from ��created�� to ��qualification��, a text chat contact becomes voice chat by adding voice transfers, an additional party is conferenced into an existing contact, and an existing contact is transferred from one agent to another agent.
Contact media interaction 324 describes the media-specific characteristics of a contact. When there is more than one medium or sets of media associated with a given contact at different times, there is typically more than one contact media interaction associated with the contact. There may also be more than one contact media interaction for the same medium during a contact when the use of the medium is temporally discontinuous during the contact. By way of example, for email it is allowed and probable that there will be more than one media interaction using the same medium (email) for a single contact. This is possible because of tracking information that is carried in the email subject line that links ��sends�� with ��replies��. A media interaction starts when at least one party begins using a medium to process a contact. The media interaction continues as long as any party involved in the contact is using the medium continuously. The media interaction ends when all parties involved in the contact are no longer using the medium. The attributes for contact media interaction 324 include contact ID, contact type code, media code, contact media interaction start datetime (the date/time that the contact media interaction started), language code, email header, email subject, email text, voice calling telephone number (the number of the calling telephone), voice called number, chat username, media protocol, email tracking number (an identifier used to track a thread of emails), email message ID (a unique identifier of an email message), and contact media interaction stop datetime (the date/time that the contact media interaction stopped).
Contact part contact qualifier 328 is the assignment of abilities or characteristics to an instance of a party taking part in a contact, and contact part delivery source 332 is the source of the contact as it relates to an enterprise network. A contact may have qualifiers before being assigned to a routing construct, and the contact may never be assigned to a routing construct. The contact part delivery source identifies whether the contact was generated from within the organization or from some external point. Examples of contact part delivery source include ��internal�� and ��external��. The attributes for contact part contact qualifier 328 include contact part contact qualifier start datetime (the date/time that a qualifier applies to a contact part), contact qualifier ID, contact type code, media code, contact part ID, contact ID, state ID, contact media interaction start datetime, party ID, business role code, and party role start datetime (the date/time that a party may play a role in interactions with the enterprise network). The attributes for contact part delivery source 332 include contact part delivery source code and contact part delivery source description
State reason 354 refers to the reason that a state 356 exists or comes into being. It is often used to provide additional explanation surrounding the transition to state. For example, a contact state of ��terminated��, may occur due to an abandon, a disconnect, a transfer, or an email dismissal. In the example, ��abandon��, ��disconnect��, etc. will be the state reason. The attributes for state reason 354 include state reason ID and state reason description (a text description of the state reason). The attributes for state 356 include state ID, state group ID, state name, state created date/time (the date/time that the system recorded a new state), state description (a text description of the state), state type code, data source ID, and source system state ID.
In decision diamond 404, the agent 232 waits for a new contact to be received by the contact center 100. It is important to note that a ��contact�� includes an attempt to communicate between a party inside or outside of a contact center and a party inside the contact center. The attempt may or may not be successful. The contact normally begins when a party inside the contact center initiates an attempt to communicate (e.g., dials a call, sends an email, etc.) or when a party outside the center 100 reaches a measured or monitored entity in the center (e.g., a VDN, Web page, email server, etc.). The contact includes wrap up time. The contact is finished when the last party terminates participation and completes any wrap up work associated with the communication.
A first example is shown in FIGS. 5A and B. Columns 500 a-x correspond to contact parts. Row 504 comprises contact part identifiers, row 508 the contact identifier of which the contact parts are members, row 512 the media type (with ��V�� indicating a live voice communication such as a telephone connection or Voice Over IP), rows 516 and 520 the start and stop times, respectively, of each contact part 500 a-x, row 524 the identity of the participant (with ��A�� being a first agent, ��B�� a second agent, and ��C�� the customer), row 528 the use of a multi-party conference, and row 532 the state of the monitored endpoint.
With reference to FIG. 5A, the customer telephone call is received by the contact center, such as by being assigned a VDN, and contact part 500 a is created for the customer endpoint making the contact. The state of the call changes to ��qualification��, which represents processing of the call to select an appropriate resource to service the call. A second contact part 500 b is created as a result of the state change. The call state then changes to ��queued�� and a third contact part 500 c is created.
When the call reaches the head of the queue, the endpoint of the selected agent, namely agent A, is contacted and has the state ��alerting�� indicating that the agent's phone is ringing. A fifth contact part 500 d is created that corresponds to the endpoint of agent A. AT the same time, the state of the customer's endpoint changes from ��queued�� to ��alerting��, indicating that the customer can hear a ring tone in his phone as the agent's endpoint is rung.
The agent answers the call and his state changes from ��alerting�� to ��active�� in a sixth contact part 500 e, and the customer's state also changes from ��alerting�� to ��active�� in a seventh contact part 500 f. After a short discussion, the agent determines that the assistance of a second agent, namely agent B, is needed. The first agent places the customer on hold while he contacts the second agent. This sequence of events is reflected in the eighth through the twelfth contact parts 500 g-k in which the customer's status changes to ��inactive�� and the first agent's status changes to ��inactive��, ��initiating��, and ��alerting��. A contact part 500 j is created for the second agent and corresponds to the ��alerting�� state.
The second agent answers the call so that his and the first agent's respective states each change to ��active��. The first agent then joins the customer into the communication by removing the customer from hold. This is reflected in contact parts 500 l-p. The second agent places the other parties on hold as reflected by contact part 500 q, while the other parties remain connected and active as reflected by contact part 500 r. The first agent disconnects from the call as shown by contact part 500 s, leaving the customer on hold with the second agent.
The second agent takes the customer off hold in contact parts 500 t and u such that both the second agent and customer are ��active��.
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