to provide service or that prevent or disrupt services to the users the event information may be used during dialog analysis including but not limited to an external event indicator insertion on the timeline and or as an alert sent to the agent 324 information from the database 316 may also include additional data that has been collected in response to multiple interactions with a company or a contact center while there are only six input fields 504 508 512 516 520 and 524 as shown in fig5 there may be more or fewer data fields associated with data structure 500 although the present disclosure describes components and functions implemented in the aspects embodiments and or configurations with reference to particular standards and protocols the aspects embodiments and or configurations are not limited to such standards and protocols other similar standards and protocols not mentioned herein are in existence and are considered to be included in the present disclosure moreover the standards and protocols mentioned herein and other similar standards and protocols not mentioned herein are periodically superseded by faster or more effective equivalents having essentially the same functions such replacement standards and protocols having the same functions are considered equivalents included in the present disclosure the foregoing discussion has been presented for purposes of illustration and description the foregoing is not intended to limit the disclosure to the form or forms disclosed herein in the foregoing detailed description for example various features of the disclosure are grouped together in one or more aspects embodiments.