Systems and methods for storing and searching data in a customer center environment
US9875283B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Mar 1, 2016 |
| Grant date | Jan 23, 2018 |
| Priority date | — |
| Expiry date | Mar 1, 2036 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S707/99935
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method includes generating data from workforce applications, at least one of the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities; and storing the data from the at least one of the workforce applications in a storage area network (SAN), the SAN being operable to connect the at least one of the workforce applications to computer storage devices. This may also include keeping recorded contacts in a long term storage device such as the SAN or an operational data store (ODS) and transparently searching in both the ODS and the SAN simultaneously. With a concept of moving data on to a file system SAN which is cheaper as compared to a database technology such as ODS, the method facilitates predictable performance from the ODS and easier manageability with constant cost from SAN.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.