System and method for determining and utilizing an effectiveness of lifecycle management for interactions storage, in a contact center
US11995335B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 11, 2021 |
| Grant date | May 28, 2024 |
| Priority date | — |
| Expiry date | Jan 5, 2042 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F3/0685
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A computerized-method for determining and utilizing an effectiveness of lifecycle-management for storage of interactions-related objects, is provided herein. In a computerized system that is communicating with a multi-tier storage in a cloud-environment having a lifecycle-rules data-storage to store one or more lifecycle-rules, operating a Retention Effectiveness Calculation (REC) module. The operating of the REC module includes: (i) retrieving all lifecycle-rules from the lifecycle-rules data-storage; (ii) for each lifecycle-rule in the lifecycle rules data-storage calculating a Rule Effectiveness Score (RES); (iii) grouping all the calculated RES by media type; (iv) for each media type, calculating an Object Retention Score (ORS) for the media type; (v) dividing an aggregation of the ORS of all media types by a total number of media types to yield a total ORS for a contact-center; and (vi) displaying via a display unit the total ORS of the contact-center.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.