Abstract: An event tracking system tracks customer interactions to obtain product information that are made across plural contact mediums and displays an intuitive directed graph for analysis of the customer interactions. Each customer interaction is logged at each contact medium with a labeled reference associated with the content of the interaction, a time stamp and an identifier for the product or product user. An event modeling engine analyzes the log to identify contact sessions as contacts by the same identifier within a predetermined time so that an event tracking graphical user interface module prepares each contact session for display as a path of nodes interconnected by edges. Selected directed graph characteristics are highlighted, such as transitions from one contact medium to another or contact session volumes associated with an edge that have a relative volume compared with other contact sessions.

Abstract: An event tracking system tracks customer interactions to obtain product information that are made across plural contact mediums and displays an intuitive directed graph for analysis of the customer interactions. Each customer interaction is logged at each contact medium with a labeled reference associated with the content of the interaction, a time stamp and an identifier for the product or product user. An event modeling engine analyzes the log to identify contact sessions as contacts by the same identifier within a predetermined time so that an event tracking graphical user interface module prepares each contact session for display as a path of nodes interconnected by edges. Selected directed graph characteristics are highlighted, such as transitions from one contact medium to another or contact session volumes associated with an edge that have a relative volume compared with other contact sessions.