| CPC G06F 3/0649 (2013.01) [G06F 3/0619 (2013.01); G06F 3/0659 (2013.01); G06F 3/067 (2013.01)] | 18 Claims |
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1. A computerized method for determining and utilizing an effectiveness of lifecycle management for storage of interactions-related objects, in a contact center, the computerized method comprising:
in a computerized system, comprising a processor, a data storage to store metadata of the interactions-related objects and a memory to store the data storage, said computerized system is communicating with a multi-tier storage in a cloud environment having a lifecycle rules data storage to store one or more lifecycle rules related to management of interactions-related objects, said processor is operating for each tenant a Retention Effectiveness Calculation (REC) module, the operating of said REC module comprising:
retrieving all lifecycle rules from the lifecycle rules data storage according to an identification of the respective tenant;
for each lifecycle rule in the lifecycle rules data storage, calculating a Rule Effectiveness Score (RES);
wherein the calculating of the RES for each lifecycle rule in the lifecycle rules data storage is performed by dividing by ‘3’ a sum of following data points: (i) volume of interactions-related objects access from active storage; (ii) additional interactions-related object retention in active storage; and (iii) lessen interactions-related object retention in active storage,
grouping all the calculated RES by related media type;
for each media type, calculating an Object Retention Score (ORS) for the media type based on the calculated RES of each lifecycle rule in the lifecycle rules data storage;
dividing an aggregation of the ORS for each media type by a total number of media types to yield a total ORS for the contact center;
configuring a display unit that is associated to the computerized system, to display the ORS of each media type,
wherein the ORS of each media type and the data points are used to provide recommendations to optimize effectiveness of lifecycle management, and
wherein the recommendations are displayed via the display unit, and
operating a User Interface (UI) associated to an admin-web application of the multi-tier storage in the cloud environment to enable a user to set the one or more lifecycle rules according to the displayed recommendations,
wherein the one or more lifecycle rules related to management of interactions-related objects include: (i) rule criteria which are defined over the metadata of the interactions-related objects; and (ii) rule actions, and
wherein the rule actions are one of: (i) transitioning the interactions-related objects from one storage class to another storage class in the multi-tier storage; and (ii) deleting the interactions-related objects;
wherein the contact center is determined to be in a present state comprising a first lifecycle rule of the lifecycle rules having the RES above a first preconfigured threshold and the contact center having the total ORS below a second preconfigured threshold, and
in response to determining the present state of the contact center, a recommendation to create new lifecycle rules or modify existing lifecycle rules to process the interactions-related objects that are not linked to the first lifecycle rule is added to the recommendations.
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