Finding the right calls
Calls and their metadata had to be identified before they could be retrieved.
Spirit Voice: Parallel call-recording retrieval and analytics upload
Parallel call-recording retrieval and analytics upload
We automated Spirit Voice's call-recording pipeline with UiPath bots that retrieve calls and metadata and upload them to CallMiner through parallel work queues.
The Challenge
What stood in the way.
Call recordings and metadata needed efficient retrieval and upload into analytics, without waiting between processing steps. When each recording is handled one after another, the queue of calls waiting for analytics keeps growing.
Collecting recordings
Recordings had to be collected from the recording platform.
Uploading to analytics
Calls and metadata had to reach CallMiner for analysis.
Waiting between steps
Running steps one after another created delays.
Our Solution
How we answered it.
We built bots that retrieve calls and metadata using SQL lookups, collect recordings from the recording platform and upload them to CallMiner. The work runs through parallel work queues, so steps do not wait on each other.
- ProblemProcessing steps waited on each other.Our answerWe split the work into UiPath queues so bots run in parallel.
- ProblemBots needed to know which calls to fetch.Our answerWe used SQL lookups to find calls and their metadata.
- ProblemRecordings live in one platform and analytics in another.Our answerThe bots collect from Calabrio and upload to CallMiner.
How It Works
The parts that made the difference.
SQL lookups
Bots use SQL to identify calls and pull their metadata.
Recording collection
Bots collect recordings from Calabrio.
CallMiner upload
Bots upload recordings and metadata to CallMiner.
Parallel work queues
UiPath queues and orchestrator spread the work across parallel bot threads.
Results
What changed for the client.
Spirit Voice's recordings now move from the recording platform to analytics through parallel automation.
- Calls and metadata retrieved automatically
- Uploads to CallMiner run through parallel work queues
- Processing steps no longer wait on each other
Technology
What it was built with.
Part of our RPA and workflow automation work.
- UiPath queues/orchestrator
- SQL
- Calabrio
- CallMiner
- Parallel bot threads
More Work Like This
Related projects.
Let’s Talk
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