Maintaining status information for customer-support agents across multiple channels

A non-transitory computer-readable storage medium storing instructions that when executed by a computer cause the computer to perform a method for maintaining status information for customer-service agents, the method comprising:

• receiving a request to update status information for a customer-service agent, wherein the request is received at an agent status keeper (ASK) service that provides a centralized repository for status information for customer-service agents, which can be accessed from multiple channels associated with separately siloed products;
• and
• in response to the request, sending a message corresponding to the request to an inbox for an agent actor that operates on status information for the customer-service agent;
• wherein the agent actor processes the message by,
• validating an assumed version number for the request, and
• if the validation is successful, committing the update by persisting one or more events produced by processing the request, and publishing the one or more events to an associated publish/subscribe channel.

A system that maintains status information for customer-service agents in an online customer-support system, comprising:

• at least one processor and at least one associated memory;
• and
• a request-processing mechanism, which executes on the at least one processor, wherein during operation, the request-processing mechanism:
• receives a request to update status information for a customer-service agent, wherein the request is received at an agent status keeper (ASK) service that provides a centralized repository for status information for customer-service agents, which can be accessed from multiple channels associated with separately siloed products;
• and
• in response to the request, sends a message corresponding to the request to an inbox for an agent actor that operates on status information for the customer-service agent;
• wherein while processing the message, the agent actor,
• validates an assumed version number for the request, and
• if the validation is successful, commits the update by persisting one or more events produced by processing the request, and publishes the one or more events to an associated publish/subscribe channel.