Integration of data processing systems

FIELD OF THE INVENTION

The invention relates to integration of data processing system to allow effective and automatic data transfer. An example is a performance management system capturing data from a switch, a work force manager, and other external systems.

1. Prior Art Discussion

Various mechanisms are known for transfer of data, such as flat (ASCII) file transfer and use of APIs. However, they do not provide for very comprehensive transfer of data in a versatile and automated manner to the extent that the systems are effectively integrated.

2. Objects of the Invention

An object of the invention is to provide an integration engine which performs data transfer in a manner which is sufficiently comprehensive and “intelligent” to effectively integrate at least two data processing systems.

SUMMARY OF THE INVENTION

According to the invention there is provided an integration engine for transfer of source data from a data processing external system to a data processing host system, the integration engine comprising:

a configuration function comprising means for defining the external system data to be exported, mappings to be applied to the exported data, and target locations in the host system for imported data, and

an execution function comprising means for translating the mappings into executable program code, and for executing the code to import data into the host system.

In one embodiment, the configuration function comprises means for generating an external system dataset, mappings dataset, and a parameter value dataset.

In one embodiment, the configuration function comprises means for definition of target locations in the host system as data container columns.

In one embodiment, the configuration function comprises means for defining mathematical function mappings in which source data from a plurality of locations in the external system is processed.

In one embodiment, the execution function comprises means for consolidating the imported data according to persons for whom there are records in the host system.

In one embodiment, the execution function comprises means for writing the consolidated data to a plurality of data containers of which there is at least one per external system.

In one embodiment, data associated with each person is written to a single dataset in each container.

In one embodiment, the execution function comprises means for merging selected data from said containers into a single foreign data container comprising a single dataset per person.

In one embodiment, the execution function comprises means for generating interfacing with an information management function of the host system to generate output results.

In one embodiment, the configuration function comprises means for defining filtering of the source data.

In one embodiment, the configuration function comprises means for storing mapping operator statement for mapping of data from an external system to a data container.

In one embodiment, the configuration function comprises means for associating the statements

11

with parameter fields, having variable values.

In one embodiment, the host system is a performance management system and the external system is a customer services system.

According to another aspect, the invention provides a host system comprising:

an integration engine as claimed in any preceding claim,

information management functions for processing the imported data.

In one embodiment, the host system is a performance management system further comprising:

a call centre configuration function for configuring call centre parameters in a configuration dataset, and

a data dictionary function for formulating under user instructions, calculation rules, value inputs for rules, and storage parameters for database fields.

In one embodiment, the user interface, the configuration functions, and the performance management functions together have a structure of classes for instantiating objects in a user interface layer, a business logic layer, and a data services layer.

In one embodiment, the business logic class instantiates business logic objects having code of a configuration or an information function, and means for terminating the object at the end of a user session.

In one embodiment, the business logic layer executes on a business server.

In one embodiment, the data services layer comprises a class for instantiating data services objects residing on a database server and means for terminating said objects after a user session.

In one embodiment, the system comprises a transaction server for executing data services layer functions.

In one embodiment, the transaction server comprises means for maintaining a pool of data services objects together and for maintaining a pool of database connections.

In one embodiment, dynamic library links for the objects are registered using proxy stub pairs on both a client and a server.

In one embodiment, the integration engine comprises means for writing imported data to a foreign data table after execution of mappings and selection of particular fields, and in which the data is consolidated into one dataset per agent, and the information management functions comprises means for generating performance management results according to data definitions generated by the data dictionary function.

BRIEF DESCRIPTION OF THE DRAWINGS

The invention will be more clearly understood from the following description of some embodiments thereof, given by way of example only with reference to the accompanying drawings in which:

FIG. 1

is an overview block diagram of a performance management system;

FIG. 2

is a diagram illustrating the physical architecture of the performance management system;

FIGS.

3

(

a

),

3

(

b

),

4

(

a

),

4

(

b

), and

4

(

c

) are sample screen shots illustrating operation of a data dictionary maintenance function;

FIGS. 5 and 6

are sample screen shots illustrating operation of an integration engine;

FIG. 7

is a flow diagram illustrating data transfer paths; and

FIGS. 8

,

9

, and

10

are sample screens illustrating operation of the integration engine.

DESCRIPTION OF THE EMBODIMENTS

Referring to

FIG. 1

there is shown a performance management system

1

for the management of performance in a customer services environment and reporting on same. The system

1

interfaces with external performance measurement systems

2

comprising a switch

3

, a work force manager

4

, and third party systems

5

that store performance measurement data within a structured database and can produce reports on either employee, application, departmental or organisational performance.

The system

1

comprises information management functions

6

which use data from a KPI (key performance indicator) table

10

and a results & ratings table

11

within a database

9

to perform calculations pertaining to individual performance of employees, in addition to the overall performance within the customer services centre. The information management functions

6

interact with an HTML user interface

7

to display to the end-user the results of the calculations performed on performance. The database

9

also contains configuration data tables

12

. The contents of these tables allow the system

1

to be tailored to suit individual organisations, thus minimising the need for bespoke development of the system to suit particular business operations. The configuration data is captured through use of configuration functions

8

, and a Windows™-based interface

13

, which provides the user with a GUI to specify the unique characteristics of the organisation.

At a high level, the database

9

captures raw data from the external systems

2

in a comprehensive and automated manner using an integration engine

18

. The performance data is provided in real time via the HTML user interface

7

in response to appropriate requests/enquiries. The performance data may relate to individual customer service agents, to teams, or to overall departments and even site locations. Performance is measured against objectives set up during configuration, and also against KPIs. Like objectives, KPIs have targets but are not rated. However they do not relate to persons, but instead to an organisation or department as a whole.

The architecture of the system

1

is shown in

FIG. 2

It has a three-tier architecture, which consists of a user interface layer

15

supporting the interfaces

7

and

13

, a business services layer

16

supporting the functions

6

and

8

, and a data services layer

17

supporting the database

9

and the integration engine

18

. The functions are instantiated as objects from user interface, business logic, and data services classes. Objects are instantiated for a task such as a user enquiry session and are terminated at the end.

User Interface Layer

15

There are two types of user interface as follows.

The Browser Interface

7

This consists of a set of Web classes that reside on a Web server. Objects instantiated from these classes send HTML to a client browser. The primary role of the browser

7

is to view the data in a variety of ways i.e. graphically, tabular, by day, by month, by year. The browser front-end allows the measurement and management of performance. The measurement is by viewing the data in a variety of forms, and the management is by allowing the user to specify (according to his security privileges) targets, development plans, comments and even override results. The Web server interfaces with user Web clients

14

.

The Interface

13

This consists of a set of forms which reside in the user interface layer

15

. It sends the configuration data directly to the business services layer. The primary role of the interface

13

is to configure the browser

7

and to determine the behaviour of the data within the system

1

. The Windows interface allows ‘tailoring’ of the system to meet the specific requirements and characteristics of the contact management centre, thus omitting the need for expensive customisation of the product.

Business Services Layer

16

This layer comprises a business server on which resides the functions

6

and

8

. These functions perform all calculations and all validations. The interface

13

directly accesses the business server whilst the interface

7

accesses the business server via the Web server.

Data Services Layer

17

The data services layer

17

comprises a data server hosting the database

9

. This layers performs data integration with the external systems.

A data server hosts data services objects in addition to the actual database

9

. The business server calls the data services object, which then in turn retrieve data from the database

9

.

The system

1

also comprises a transaction server. This handles all of the database transactions between the objects in the business layer and the objects in the data services layer. It holds a pool of objects together, maintains a pool of database connections, and allows improved scalability and performance.

Dynamic Library Links (DLLs) are registered using proxy stub pairs on both the servers and on the clients. When a function

6

requires the DLL, the proxy stub pairs direct the function to the DLL stored on the server. The proxy stub pairs therefore enable the objects to communicate with each other across multiple servers.

The configuration functions

8

include a call centre configuration function, a hierarchy maintenance function, and a data dictionary maintenance function.

The information management functions

6

handle aspects such as personal development, setting objectives for agents, and processing agent awards.

The integration engine

18

together with the data dictionary function provide comprehensive data for the information management functions

6

.

The call centre configuration function is used via the Windows™ interface to construct the conceptual organisational hierarchy. The organisation can configure up to ten hierarchical levels. FIG.

3

(

a

) shows an example for an organisation that has seven levels from agent through to the global organisation view. The screen of FIG.

3

(

b

) then allows the user to determine functional access (at the browser end) to the various performance management functions for each level as specified in the system hierarchy in FIG.

3

(

a

). This is inputted in a simple Yes/No cellular structure. Because the defined organisational hierarchy forms a basis for the operation of many other functions, amendments to the same can only be made by a senior systems administrator with the appropriate access and user rights.

The call centre configuration function is coded in Visual Basic™ and refers to the characteristics of the customer services centre.

After the call centre configuration has been defined a hierarchy configuration is then set up for each site using the hierarchy maintenance function. The fields completed for site configuration are call centre name, call centre ID, year and week start values, system days, close off data, currency mask and a moratorium value.

The data dictionary maintenance function allows users to manipulate the measurement data that has been imported from the third party performance measurement systems. The primary purpose is to formulate the performance management system objective fields from all the data fields imported from the external third party databases or performance measurement systems. A sample screen is shown in FIG.

4

(

a

), in which the user is creating a new data dictionary field that forms the measurement of schedule adherence (the percentage of time an agent actually spends signed-on to their phone against the time they were scheduled to be there). As illustrated, the user inputs a name description, associates the data dictionary field to a level in the hierarchy, and specifies the period against which the measurement data is captured. The level must be chosen from the set established when creating the organisation hierarchy. A second screen, shown in FIG.

4

(

b

), is used to assign the data dictionary name to a database field or a combination of database fields and defining how these fields are to be calculated. The calculation is defined by a Value

1

/Operator/Value

2

sequence. In the example FIG.

4

(

b

), the user selects the field [fgn_value

5

] which relates to the actual time the agent was signed-in (taken from the ACD) and divides this by [fgn_value

21

] which relates to the amount of time they had been scheduled to be signed-in (taken from the Workforce Management System).

The following table sets out the field descriptions in more detail.

Field

Mandatory/

Field

Name

Optional

Behaviour

Field Description

Field

—

Displayed

This column displays the data-

base fields that may be entered.

Description

—

Displayed

This column displays the

description associated with the

field. This cannot be edited by

the user within the DDM 22 as it

is display only. It is stored

within the DDM.

Value1

M

Input

This fields allows the user to

enter the summation formula

for the summary periods.

A result will be produced for

all periods regardless of

whether the period was chosen

as a rating period in the

objective wizard function.

Supported

All approved ANSI 92 SQL

Statements

The result of this part of the

formula will be stored in the

database and used to sum results

for period and teams

Operator

O

Selection

This operator makes up the

Mandatory

complete formula using Value1

if Value2

and Value2. Initially the data

is entered

from the foreign data table is

calculated using the full formula.

To calculate the sum for periods

and teams, the formula Value1

Operator Value2 will be used.

Available operators

+;−;/;*

Value2

O

Input

This fields allows the user enter

the second part of the

summation formula. This field

may not be required for similar

formulae of a field assignment.

Supported

All approved ANSI 92 SQL

Statements

The result of this part of the

formula will be stored in the

database and used to sum

results for period and teams

Result

—

Display

Displays the result of an

expression based on skeleton

data, when the ‘TEST’ option

is selected.

The following table sets out the command options.

Command

Name

Description

TEST

This allows the user to test the full formula entered. A result

of the formula is displayed from skeleton test data in the

database.

OK

Saves any changes/additions made by the user without

prompting for confirmation of same; and quits component/

application.

CANCEL

If change/additions made, prompts user to save same;

otherwise quits component/application.

HELP

Opens Help file for component.

FIG.

4

(

c

) shows an input screen used to define the data dictionary rules. These rules define how the result for the field is entered, displayed, and calculated. As illustrated in FIG.

4

(

c

) the minimum and maximum values are set, as is the display mask. In this case ##% means that the result will be displayed as a % and rounded up with no decimal places. The over-ride check box allows the organisation to control whether or not these results can be over-ridden by a user's manager. The following table describes the inputs in more detail.

Field

Mandatory/

Field

Name

Optional

Behaviour

Field Description

Min

O

Input.

This field is used to restrict the input

Value

permitted for a manual data entry or a

result override. The value entered

must be greater than or equal to this

value.

Max

O

Input.

This field is used to restrict the input

Value

permitted for a manual data entry or a

result override. The value entered

must be less than or equal to this

value.

Display

O

Input

Determines how the result for the

Mask

data dictionary field will be

displayed. Used to indicate currency,

percentage, minutes or seconds.

KPI

O

Check

Indicates that this data dictionary

field will be used in conjunction

with key performance indicators

KPI's and not objectives

Manual

O

Check

Indicates that this data dictionary

field will require a manager to enter a

result manually and that data will

not be populated automatically

from the switch.

Over-

O

Check

Indicates that results for this data

ride

dictionary field cannot be over-ridden

in the team performance review

screen. This field will be used where

the formula for the data dictionary

is deemed too complicated to allow

values to be changed.

The following are the command options

Command

Name

Description

OK

Saves any changes/additions made by the user without

prompting for confirmation of same; and quits component/

application.

CANCEL

If change/additions made, prompts user to save same;

otherwise quits component/application.

HELP

Opens Help file for component, if in WinHelp then the

topic is generally (but not always) specific to the

tab/component the user is currently using.

The following are the business rules.

Description

If the data dictionary created is to be used to provide data

for the key performance indicators (KPI's), then it must be

entered above the highest level specified.

Reason

Entering the data dictionary that is to be used in conjunction

with a KPI at the highest level

Typical

A data dictionary is to be created for Average Handling

Scenario

Time (AHT), this will also be later used as a Key

Performance Indicator. The level for the AHT would have

be the level higher than the highest level specified in

Hierarchy Maintenance, i.e.: if the highest level in

Hierarchy Maintenance was ‘Organisation’ at

Level 7, then the Data Dictionary for AHT must be

specified at Level 8.

The following are the best practices.

Description

The display mask must be configured to reflect the

maximum characters as specified in the ‘Max Value’ field,

i.e. if the maximum value is 4 characters (1000) then the

display mask must provide provision for 4 characters (###0)

Reason

The input mask must provide provision for all the

characters entered into the data dictionary field

Typical

A manual entry data dictionary is set-up called ‘revenue’,

Scenario

which will have a maximum amount of £1,000,000. The

call centre wish this to be displayed with commas

separating every 3 characters, a ‘£’ sign and to 2 decimal

places, therefore the input mask is specified as

‘£#,###,##0.00

It will be appreciated that the information management functions

6

require a comprehensive range of import data to adequately perform the required processing with use of the data dictionary configuration. As stated above the imports are performed by the integration engine

18

. The integration engine allows flexibility in the nature of valid source data systems.

The integration engine

18

comprises a configuration function. This generates an integration folder comprising external systems, mappings, and parameters sub-folders. These sub-folders effectively configure the integration engine

18

.

The configuration function generates a display as shown in

FIG. 5

for selection of the external system ODBC data source and to input the username, password, and additional parameters. This registers the external system.

The configuration function then defines the external system data to be extracted in the form of mappings. The mappings are between one or more data sources of the external system and a data container column in the system database

9

. Any SQL arithmetic may be applied under user instructions by the configuration function. The sample screen of

FIG. 6

illustrates definition of a simple mapping in which data from two columns of the external system is added and the result imported into a data container column of the system

1

.

The mappings may perform filtering according to set criteria, in an “advanced” panel, described below.

The integration engine

18

translates each configured mapping into an ODBC SQL statement for extraction system. All mappings are processed together so that the integration engine

18

generates the most efficient SQL statements so that data is extracted with execution of as few SQL statements as possible. This ensures that the import to the system

1

has the minimum impact on performance of the relevant external system.

Referring now to

FIG. 7

, the external systems are indicted generally by the numeral

50

. In a step

51

the SQL statements are executed to implement the defined mappings and transfer data to an ODBC container

52

. The integration engine then in step

53

consolidates the imported data by employee and delivers the consolidated data to separate containers

54

. The containers are in this embodiment SWTCHDATA, WFMDATA, and ACCSSDATA one for each external system. The data is consolidated so that for each container each agent has only one row of data attributed to him/her. The consolidated data is delivered to the containers

54

according to a data container column configurator defined in a data container table.

In step

55

, the integration engine then merges selected data from these containers into an internal ForeignData Container table

56

consolidated into

1

row (made up of multiple fields) per employee. The merged data is then used for generating results in step

56

according to the data dictionary definitions

57

.

In more detail, the following are the field descriptions for the initial stage of configuring the integration engine for integration of a new performance management system with a switch.

Field

Mandatory/

Field

Name

Optional

Behaviour

Field Description

System

O

Display

This field displays the name of

the external system as

configured by the user

Data

O

Display

If the system is configured by

Source

specifying the data source, then

the data source is displayed in

this field. If this field is

populated then the connection

string field cannot be populated

Field Length: 255 characters

Connection

O

Display

If the system is configured by

String

specifying the connection string,

then the connection string is

displayed in this field. If this

field is populated then the data

source field cannot be populated

Field Length: 255 characters

The following are the command options.

Command

Name

Description

NEW

Launches the External System Configuration sub screen with

all fields blank

EDIT

Launches the External System Configuration sub screen with

all fields pre-populated with the configured data

DELETE

Deletes the highlighted entry after prompting the user for

confirmation

Referring again to

FIG. 5

, this screen allows the user to specify a name for the external data source, and configure the external system by using either the data source or connection string. This screen is launched by activating the ‘New’ or ‘Edit’ command button from ‘System’ tab on the main screen.

In a typical scenario, a call centre needs to interface a performance management system with their workforce management system. Therefore, the external systems configuration screen is launched from the main screen by activating the ‘Add’ command button. The user specifies the name of the external system as ‘Workforce’ and then decides how the external system should be configured by either entering the connection string or specifying the data source. The user selects a data source, and enters a username and password. To test that the username and password are correct the user activates the ‘Connect’ command button, which returns a dialogue box that the connection was successful.

The following are the field descriptions.

Field

Mandatory/

Field

Name

Optional

Behaviour

Field Description

Name

M

Input

Free format alpha numeric text

which allows the user to specify

a name for the external system

Field length: 20 characters

Data

O

Mutually

This field, if true, indicates that

Source

exclusive

the external system will be

radio

configured by specifying the

button

data source.

Default:

If this field is enabled/

enabled

disabled the following fields

are enabled/disabled:

1. Data Source

2. User Name

3. Password

4. Additional

Data

M

Selection

This field allows the user to

Source

(if

Drop

specify the data source.

Data

down

The values available for

Source

combo

selection are all the data

is

Default:

sources available form the

selected)

Blank

‘User DSN’ and ‘System

DSN’ tab under ODBC data

source administrator in

Windows NT

This field, once populated by a

value, can never be blanked out.

Field Length: 255 characters

Username

M

Input

Free format alpha numeric text

(if

which allows the user to specify

Data

the username for the external

Source

system

is

This field can never be blank

selected)

Field Length: 255 characters

Password

M

Input

Free format alpha numeric text

(if

which allows the user to specify

Data

the password for the external

Source

system

is

This field can never be blank

selected)

Field Length: 255 characters

Additional

O

Input

Free format alpha numeric text

(if

which allows the user to specify

Data

any additional information

Source

required to connect to the data-

is

base for the external system

selected)

Field Length: 255 characters

Connection

O

Mutually

This field, if true, indicates

String

exclusive

that the external system will

radio

be configured by specifying

button

the connection string.

Default:

If this field is enabled/

disabled

disabled the following fields

are enabled/disabled:

1. Connection String

Connection

M

Input

Free format alpha numeric text

String

(if

which allows the user to specify

Connection

the connection string for the

String

external system

is

This field, once populated by a

selected)

value, can never be blanked out.

Field Length: 255 characters

The following are the command options.

Command

Name

Description

OK

Saves changes and exits the application

CANCEL

If changes have been made prompts the user to save, other-

wise quits the application

HELP

Opens the Help file for the application

Referring again to

FIG. 6

, this screen allows the user to map the external systems database columns with columns in the data containers. It also allows the call centre to associate a name with the column in the data container that would populate the DATAFIELDNAME table and hence be displayed to the user in the data dictionary maintenance. The screen also allows the user to specify formulae with the source data fields, so that the Acumen Data Containers can hold calculated data. This function allows this whilst ensuring that the minimum amount of SQL expressions are executed, hence optimising performance.

In a typical scenario, a call centre needs to integrate a performance management system with their switch. Therefore, all the required fields within the switch need to be mapped onto the switch data containers. The implementation consultant would launch the screen of FIG.

6

and enter the name of the data field within the system

1

that the column in the switch would correspond to.

The implementation consultant then selects the data container and column within the data container that the specified external system column is to be mapped to, and the measurement period for the data.

The implementation consultant then specifies the source system as ‘Switch’ and selects the column within the table that needs to be mapped to the data container. By double clicking a column in the ‘Column’ list box, that column appears below in the column expression text box. The Consultant may use the ‘Column’ list box to double click a number of columns—successive columns appear in the column expression text box separated by pluses. For example, double clicking ‘CD_CALL_TIME’ followed by ‘CD_NUM_CALLS’ would result in ‘CD_CALL_TIME+CD_NUM_CALLS’. The Consultant may then edit this to be ‘CD_CALL_TIME/CD_NUM_CALLS’.

The implementation consultant specifies for each table a unique identifier (Agent ID) for each agent. Also, if available, a date column within each table must be specified.

Field

Mandatory/

Field

Name

Optional

Behaviour

Field Description

Data

M

Input

Free format alphanumeric text that

Field

allows the user to specify the data

Name

field name. This will then be used

to identify the name of the

foreign value and be displayed to

the user in the data dictionary

maintenance.

Field Length: 18 characters

Data

M

Selection

The data container that will be

Container

Drop

mapped to, the possible values that

down

could populate this field are:

combo

1. SWTCHDATACONTAINER

Default:

2. WFMDATACONTAINER

Blank

3. ACCSSDATACONATINER

4. KPIDATACONTAINER

Once specified the field can never

be blanked out

Field Length: 20 characters

Column

M

Selection

The column within the data

Drop

container that is to be mapped to.

down

This is pre-populated once the

combo

‘Data Container’ field is

Default:

populated with a true value and

Blank

lists all the VALUE fields

within the data container

Once specified the field can never

be blanked out

Field Length: 20 characters

Measure-

M

Selection

Allows the user to select a

ment

Drop

measurement period for the

Period

down

data. The measurement period

combo

specified in the data dictionary

Default:

that uses this field must

Blank

be identical.

All Measurement periods are

available for selection.

Once specified the field can

never be blanked out

Field Length: 20 characters

System

M

Selection

The external system that is to be

Drop

specified as the source for

down

Acumen.

combo

The systems available for selection

Default:

are those configured in the

Blank

‘External System Configuration’

utility

Once specified the field can never

be blanked out

Field Length: 20 characters

Table

M

Display

Displays all the tables available

in the table specified in the

‘System’ field.

If a different system is selected

in the ‘System’ field,

this is refreshed to show the

tables in the newly highlighted

system.

Field Length: 255 characters

Column

O

Display

Displays all the columns available

chooser

in the table specified in the ‘Table’

field.

If a different table is highlighted

in the ‘Table’ field then this

field is refreshed to show the

columns in the newly highlighted

table.

Field Length: 255 characters

Column

M

Display

Displays the column SQL

expression

expression used to derive the data

to be inserted into the data

container column. This may be a

single column from the table or

some SQL expression based on 0

or more columns from the table.

Field Length: 500 characters

Agent

M

Selection

This field allows the user to select

ID

Drop

the column within the table

down

that uniquely identifies the agent.

combo

The drop-down in this field

Default:

displays all the columns

Blank

available in the table specified

in the ‘Table’ field

Once specified the field can never

be blanked out

Field Length: 20 characters

Date

O

Selection

Allows the user to select the

Drop

column within the table that

down

uniquely identifies the date.

combo

The drop-down in this field

Default:

displays all the columns available

Blank

in the table specified in the

‘Table’ field

By selecting a column from this

combo, the data selected from the

table will be filtered to only

select rows where this date

matches the date(s) for the over-

night. For example, if the mapping

has a Daily measurement period,

only rows where the date column

matches the system date will

be selected.

This field can be blanked out at

any time

Field Length: 20 characters

Date

O

Selection

Where a Date column has been

Conver-

Drop

selected, this allows the

sion

down

consultant to select a date

combo

conversion stored procedure that

Default:

needs to be applied in order to

Blank

translate the system 1 date

format (YYYYMMDD) to that

format used within the external

database.

For example, a switch represents

date using a numeric column where

the date is in YYYMMDD format.

The year 1999 in YYY format is

099, 2000 is 100 and 2001 is 101.

In this case, a ‘Date Conv’

option would be available from

this combo and when selected will

cause a custom stored procedure

within the database 9 to be

invoked during data extraction, to

change the system 1 date to the

external system format.

The following are the command options.

Command

Name

Description

TEST

Executes the SQL expression to ensure that a single numerical

value is returned. Displays a dialogue box informing the user

of either success or failure of the test.

OK

Saves changes and exits the application

CANCEL

If changes have been made prompts the user to save,

otherwise quits the application

HELP

Opens the Help file for the application

As stated above, the integration engine

18

provides for advanced mapping with complex filtering of source data. Referring to

FIG. 8

a data container mapping screen is used when the ‘Column Expression’ functionality of the ‘General’ tab is insufficient to map the required data. Having configured all fields of the mapping on the general tab rather than using the Column Chooser Combo and Column Expression Text Box, the consultant uses the Advanced tab to define the data to be retrieved.

The consultant enters an SQL ‘select’ statement that returns one ‘column’ of data—although that may be derived from a number of columns from one or more tables on the system. The consultant may also filter data to be returned by use of an SQL ‘where’ clause in the ‘select’ expression. In addition to entering valid SQL, the consultant may include parameters in the SQL text. Parameters are used to substitute variable values into the SQL expression. The parameter values may be changed as often as required and are substituted into the SQL expression just before it is executed during the overnight processing. Parameters are described in more detail below.

In a typical scenario, the call centre may want to measure agents based on a ‘compliance’ form of data, for example, that the agent has not had more than three short calls. The consultant creates a new data field named ‘Short Call Compliance’ and chooses the data container, its column and measurement period. The system and table are chosen and then the Agent Id and Date columns are selected.

The consultant wants to return a ‘1’ where the number of short calls are less than or equal to three. The ‘Advanced’ tab is chosen and the consultant enters ‘select 1 from DAGENT where SHORT_CALLS<=3’.

Alternatively, the consultant may use a parameter instead of the constant ‘3’—e.g. ‘select 1 from DAGENT where SHORT_CALLS<=:MAX_SHT_CALLS’

The following describes the fields.

Field

Mandatory/

Field

Name

Optional

Behaviour

Field Description

Override

M

Check box

Allows the consultant to select

All

Default:

whether the ‘Column Expression’

With

false

text box on the ‘General’ tab

is overridden by the contents of

the SQL edit text on this Advanced

tab.

SQL

O

Display/

If the ‘Override All With’

edit

Input

check box is checked, this

text

displays the SQL expression used

to extract the data for the data

container column.

The following are the command options.

Command

Name

Description

TEST

Executes the SQL expression to ensure that a single

numerical value is returned. Displays a dialogue box

informing the user of either success or failure of the test.

OK

Saves changes and exits the application

CANCEL

If changes have been made prompts the user to save,

otherwise quits the application

HELP

Opens the Help file for the application

Referring to

FIG. 9

a secondary screen for parameters is shown. Parameters may be used in the SQL entered by a consultant on the Advanced tab of the Data Container Mapping screen. The screen allows the user to view all the parameters configured within the system. The screen primary function is to maintain these data fields by allowing users to add, edit or delete data fields.

There are several ‘System’ parameters such as ‘:EXTRACT_FROM_DATE’ and ‘:EXTRACT_TO_DATE’ that may not be edited or deleted from the system.

In a typical scenario, a call centre wants to combine agent data between two days where an agent is working a nightshift. In this case, the Advanced SQL option is used and the consultant wants to filter data where the STARTTIME column is greater than or equal to the nightshift start time. Rather than including the current nightshift start time (

2200

) into the SQL expressions, a parameter named ‘:ShiftStart’ is created with a value of 2200. The ‘:ShiftStart’ parameter name is used in the SQL expressions. Later, the nightshift start time is changed to

2230

—the consultant only needs to change the parameter value.

The following are the field descriptions.

Field

Mandatory/

Field

Name

Optional

Behaviour

Field Description

Name

O

Display

The parameter name - this must

start with a colon, be two or

more characters long up to a

maximum of twenty characters

and other than the colon,

contain only alphanumeric or

underscore characters.

Type

O

Display

The parameter value type -

either numeric, string or date.

Value

O

Display

The current value for the

parameter. This is what will be

substituted for the parameter's

name in the SQL statement.

Description

O

Display

A description of the purpose of

the parameter.

The following are the command options.

Command

Name

Description

NEW

Launches the Parameter sub screen with all fields blank

EDIT

Launches the Parameter sub screen with all fields pre-

populated with the configured data. ‘System’ parameters such

as ‘:EXTRACT_FROM_DATE’ may not be edited.

DELETE

Deletes the highlighted entry after prompting the user for

confirmation and checking that the parameter is not already

in use in a mapping's advanced SQL. ‘System’ parameters

such as ‘:EXTRACT_FROM_DATE’ may not be deleted.

Referring to

FIG. 10

a sub-screen for specifying parameter properties is illustrated. This screen enables the user to alter the Name, Description, Type and Value of existing Parameters and to enter these details for new Parameters. It is launched by activating the ‘New’ or ‘Edit’ buttons of the Parameter browser.

As an example, a consultant requires a parameter to be used in a Data Container Mapping's Advanced SQL statement. The ‘New’ button is activated on the parameter browser to display this screen. The user enters the parameter name starting with a colon, provides a description of the purpose of the parameter, selects the Numeric type and enters a numeric initial value for the parameter.

The following are the field descriptions.

Field

Mandatory/

Field

Name

Optional

Behaviour

Field Description

Name

M

Input

Parameter name starting with a

colon, at least two characters

long, with other characters being

alphanumeric or underscore.

Field Length: 20 characters

Description

O

Input

Free format alpha numeric text

allowing the user describe the

purpose of the parameter.

Field Length: 255 characters

Type

M

Selection

Allows the user to define

Drop

whether the parameter is used

down

to represent numeric, date or

combo

free format text values.

Default:

Once specified the field can

Blank

never be blanked out

Field Length: 20 characters

Value

M

Input

The current value for the

parameter.

Field Length: 200 characters

The following are the command options.

Command

Name

Description

OK

Saves changes and exits the application

CANCEL

If changes have been made prompts the user to save,

otherwise quits the application

HELP

Opens the Help file for the application

It will be appreciated that the invention provides for comprehensive integration of a system such as a performance management system with an external system. The integration engine

18

allows automatic and comprehensive transfer of data so that the systems are comprehensively integrated. This is important for optimum operation of the host system so that the fields are fully populated both with raw data and filtered or processed data. The integration engine

18

operates particularly well with the data dictionary of the host system.

The invention is not limited to the embodiments described but may be varied in construction and detail.

Number	Name	Date	Kind
5560005	Hoover et al.	Sep 1996	A
5806066	Golshani et al.	Sep 1998	A

	Number	Date	Country
Parent	PCT/IE00/00074	Jun 2000	US
Child	09/672828		US

Integration of data processing systems

Information

Patent Number

Date Filed

Date Issued

Inventors

Original Assignees

Examiners

Agents

CPC

US Classifications

Field of Search

US

International Classifications

Term Extension

Abstract

Description

Claims

Priority Claims (1)

Parent Case Info

US Referenced Citations (2)

Foreign Referenced Citations (1)

Continuation in Parts (1)