Patent Document ID: 7818195
Application ID: 11483165

Base Claim:
1. A method for reporting a call level view of a customer interaction with a contact center, said method comprising the steps of: pulling data relating to customer interactions from a plurality of source systems for a contact center by: collecting said data from said plurality of source systems, and storing said data that is collected in a data warehouse; using a parsing engine to parse said data that is pulled; applying business rules to said data that is parsed, wherein the business rules are applied to control a chronological reassembling of the data from the plurality of source systems to generate a start-to-finish call level view of all of the customer interactions with the contact center; a computer chronologically reassembling in a data warehouse said data that has been parsed by the business rules; summarizing said data that is reassembled; and generating one or more reports from said data that is summarized, wherein said generating said one or more reports is performed by analyzing said data that is summarized in order to ascertain any relationships, patterns and associations in order to facilitate decisions that promote business development and optimize performance of the contact center.

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Claim 5:
5. The method according to claim 1 , wherein said plurality of source systems comprises three of more systems from a group consisting of a computer telephony integration (CTI) system, an interactive voice response (IVR) system, an electronic mail system, a web collaboration system, and a facsimile system.