Back to results
US 10,382,625 B2Granted
Scalable approach to agent-group state maintenance in a contact center
OwnerVitaly Y. Barinovinventor
Life of this patent
Estimating the term…
Abstract
A system and method for aggregating state information in a contact center. Agent-owner nodes aggregate state information for the agents they own, and, upon request from a client-side adapter, provide partial agent-group state information to the client side adapter. The client-side adapter aggregates the partial agent-group state information to form full agent-group state information and provides this full agent-group state information to clients upon request.
Claims20
A system, comprising:
- a first server, comprising one or more processors and a first memory, wherein the first memory stores instructions that, when executed by the first server, cause the first server to:
- instantiate a plurality of first nodes, the instantiating including associating one or more agents to each of the plurality of first nodes based on a mapping of an agent identifier of each of the one or more agents to a node identifier of the first node, wherein each of the plurality of first nodes is configured to aggregate state information for each agent associated to the first node, the state information comprising state information for one or more directory numbers to which the agent is logged;
- a second server, comprising one or more processors and a second memory, wherein the second memory stores instructions that, when executed by the second server, cause the second server to:
- instantiate an adapter coupled to a client;
- obtain partial agent-group state information from each of the plurality of first nodes;
- aggregate the partial agent-group state information to form aggregated agent-group state information;
- and
- output the aggregated agent-group state information to the client for routing an interaction to a particular agent;
- wherein each of the plurality of first nodes is further configured to:
- receive an agent-group identifier for the agent-group;
- determine whether each of the agents associated to the first node is a member of the agent-group;
- and
- send to the adapter agent-state information for each of the agents associated to the first node who is a member of the agent-group.
10 more elements
A method, comprising:
- instantiating, by a first server, a plurality of first nodes, the instantiating including associating one or more agents to each of the plurality of first nodes based on a mapping of an agent identifier of each of the one or more agents to a node identifier of the first node;
- receiving, by each of the plurality of first nodes, agent state information from a plurality of data sources, the state information comprising state information for one or more directory numbers to which the agent is logged;
- aggregating, by each of the plurality of first nodes, the received agent state information into full agent state information;
- combining, by each of the plurality of first nodes, of the full agent state information corresponding to each of one or more agents in an agent group into partial agent-group state information;
- instantiating, by a second server, an adapter coupled to a client;
- establishing, by the adapter, a connection with each of the plurality of first nodes;
- requesting, by the adapter, from each of the plurality of first nodes, the partial agent-group state information;
- providing, by each of the plurality of first nodes, to the adapter, the partial agent-group state information, wherein the providing by the plurality of first nodes, to the adapter, of the partial agent-group state information comprises:
- determining, for each agent associated to each of the plurality of first nodes, whether the agent is a member of the agent group;
- and
- including, in response to determining that the agent is a member of the agent group, agent state information, for the agent, in the partial agent-group state information;
- receiving, by the adapter, the partial agent-group state information from each of the plurality of first nodes;
- and
- aggregating, by the adapter, the partial agent-group state information into aggregated agent-group state information;
- and
- outputting, by the adapter, the aggregated agent-group state information to the client for routing an interaction to a particular agent.
13 more elements
A system, comprising:
- a first server, comprising one or more processors and a first memory, wherein the first memory stores instructions that, when executed by the first server, cause the first server to instantiate:
- a plurality of agent-owner nodes, each agent-owner node of the plurality of agent-owner nodes being configured to own one or more agents;
- and
- to maintain state information for each agent owned by the agent-owner node;
- and
- a second server, comprising one or more processors and a second memory, wherein the second memory stores instructions that, when executed by the second server, cause the second server to instantiate:
- a client-side adapter, configured to obtain partial agent-group state information from each agent-owner node of the plurality of agent-owner nodes;
- and
- to aggregate the partial agent-group state information to form aggregated agent-group state information;
- wherein, each agent-owner node of the plurality of agent-owner nodes is configured:
- to receive an agent-group identifier;
- to determine whether each of the agents owned by the agent-owner node is a member of the agent group;
- and
- to send to the client side adapter agent-state information for each of the agents owned by the agent-owner node who is a member of the agent group.
11 more elements
A method, comprising:
- instantiating, by a first server, a plurality of agent-owner nodes;
- receiving, by each agent-owner node, agent state information from a plurality of data sources;
- aggregating, by each agent-owner node, the received agent state information into full agent state information;
- combining, by each agent-owner node, of the full agent state information corresponding to each of one or more agents in an agent group into partial agent-group state information;
- instantiating, by a second server, a client-side adapter;
- receiving, by the client-side adapter, the partial agent-group state information from each agent-owner node;
- aggregating, by the client-side adapter, the partial agent-group state information into aggregated agent-group state information;
- establishing, by the client-side adapter, a live connection with each agent-owner node;
- requesting, by the client-side adapter, from each agent-owner node, the partial agent-group state information;
- and
- providing, by each agent-owner node, to the client-side adapter, the partial agent-group state information by:
- determining, for each agent owned by each agent-owner node, whether the agent is a member of the agent group;
- and
- including, if the agent is a member of the agent group, agent state information, for the agent, in the partial agent-group state information.
11 more elements
Dependencies are inferred from the claim text.