Distributed aggregation for contact center agent-groups on growing interval

• US 10,412,121 B2
• Filed: 11/20/2012
• Issued: 09/10/2019
• Est. Priority Date: 11/20/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Barinov, Vitaly Y.
• Primary Examiner(s): Swearingen, Jeffrey R
• Assistant Examiner(s): Gebre, Messeret F
• Application Number:
  US13/682,728
• Publication Number:
  US 20140143373A1
• Time in Patent Office: 2,485 Days
• Field of Search: 709217, 709224
• CPC Class Codes: H04L 65/10 Architectures or entities

Abstract

A method for aggregating and reporting data from a plurality of data sources in a contact center is provided. The method includes: maintaining by a computer device aggregated data for a current interval; updating by the computer device the aggregated data for the current interval based on updates for the current interval received from one or more of the data sources; determining by the computer device whether the current interval has expired; in response to determining that the current interval has not expired, reporting the updated aggregated data for the current interval to a client; and in response to determining that the current interval has expired, determining by the computer device whether each data source of the plurality of data sources has finished providing the updates for the current interval.

Claims

1. A method for aggregating and reporting contact center statistics from a plurality of contact center data sources in a contact center, the method comprising:

receiving, by one or more of a plurality of contact center data sources hosted by a computer device, data relating to contact center performance, the data being received a plurality of times during a current interval, the current interval having a start point and an end point after the start point;

updating, by each of the plurality of contact center data sources, in response to receiving the data, a partial aggregated contact center statistics maintained by each of the plurality of contact center data sources;

transmitting, by each of the plurality of contact center data sources, to a node in the computer device, the updated partial aggregated contact center statistics, the updated partial aggregated contact center statistics being transmitted to the node the plurality of times during the current interval;

updating by the node, a total aggregated contact center statistics for the current interval based on the updated partial aggregated contact center statistics for the current interval received the plurality of times during the current interval from each of the plurality of the contact center data sources;

transmitting, by the node, the updated total aggregated contact center statistics for the current interval to a client, the updated total aggregated contact center statistics being transmitted to the client the plurality of times during the current interval in response to determining that the current interval is not expired;

determining, by the node, that the current interval has expired;

in response to determining that the current interval has expired;

determining, by the node, whether each of the plurality of contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval;

in response to determining that each of the plurality of contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval, transmitting, by the node, the updated total aggregated contact center statistics for the current interval to the client;

in response to determining that a first contact center data source of the contact center data sources has not finished providing the updated partial aggregated contact center statistics for the current interval, and wherein a second contact center data source of the contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval, refraining by the node from transmitting the updated total aggregated contact center statistics including the second contact center data source for the current interval to the client until the updated partial aggregated contact center statistics for the current interval from the first contact center data source is received;

selecting, by the client, a contact center resource based on the updated total aggregated contact center statistics; and

routing, by a switch coupled to the client, an interaction to the selected contact center resource.

2. The method of claim 1, wherein the determining that the contact center data source has finished providing the updated partial aggregated contact center statistics for the current interval comprises determining by the node whether a next partial aggregated contact center statistics received from the contact center data source are associated with the current interval or a next interval.

3. The method of claim 2 further comprising flagging by the node the contact center data source as being finished in providing the updated partial aggregated contact center statistics for the current interval in response to the next partial aggregated contact center statistics being associated with the next interval.

4. The method of claim 3, wherein the determining whether each of the contact center data sources has finished in providing the updated partial aggregated contact center statistics for the current interval comprises checking by the node if each of the contact center data sources has been flagged.

5. The method of claim 1, wherein after determining that the current interval has expired and that the one of the contact center data sources has not finished providing the updated partial aggregated contact center statistics for the current interval:

receiving by the node, over a data communications link, a next partial aggregated contact center statistics from the one of the contact center data sources;

determining by the node whether the next partial aggregated contact center statistics are associated with the current interval or a next interval;

updating by the node the total aggregated contact center statistics of the contact center data sources for the current interval with the next partial aggregated contact center statistics in response to the next partial aggregated contact center statistics being associated with the current interval; and

updating by the node total aggregated contact center statistics of the contact center data sources for the next interval with the next partial aggregated contact center statistics in response to the next partial aggregated contact center statistics being associated with the next interval.

6. The method of claim 5, wherein after determining by the node that the current interval has expired and that each of the contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval:

setting by the node the total aggregated contact center statistics of the contact center data sources for the current interval to be the total aggregated contact center statistics of the contact center data sources for the next interval; and

resetting by the node the total aggregated contact center statistics of the contact center data sources for the next interval.

7. The method of claim 6 further comprising reporting by the node the total aggregated contact center statistics of the contact center data sources for the current interval to the client.

8. The method of claim 1, wherein the determining whether each of the contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval comprises waiting by the node for a first period of time after the determining that the current interval has expired.

9. The method of claim 1 further comprising:

entering by the node a boundary period after the determining that the current interval has expired; and

exiting by the node the boundary period after the determining that each of the contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval.

10. The method of claim 9 further comprising exiting by the node the boundary period after the expiration of a first period of time after entering the boundary period.

11. The method of claim 1, wherein the distributed aggregation statistics for the contact center comprise one or more of count, sum, minimum, or maximum statistics for the contact center.

12. A system for aggregating and reporting contact center statistics from a plurality of contact center data sources in a contact center, the system comprising:

a computer device; and

a non-transitory physical medium,

wherein the medium has instructions stored thereon that, when executed by the computer device, causes the computer device to;

receive, by one or more of a plurality of contact center data sources hosted by the computer device, data relating to contact center performance, the data being received a plurality of times during a current interval, the current interval having a start point and an end point after the start point;

updating, by each of the plurality of contact center data sources, in response to receiving the data, a partial aggregated contact center statistics maintained by each of the plurality of contact center data sources;

transmit, by each of the plurality of contact center data sources, to a node in the computer device, the updated partial aggregated contact center statistics, the updated partial aggregated contact center statistics being transmitted to the node the plurality of times during the current interval;

update, by the node, a total aggregated contact center statistics the current interval based on the updated partial aggregated contact center statistics for the current interval received the plurality of times during the current interval from each of the plurality of the contact center data sources;

transmit, by the node, the updated total aggregated contact center statistics for the current interval to a client, the updated total aggregated contact center statistics being transmitted to the client the plurality of times during the current interval in response to determining that the current interval is not expired;

determine, by the node, that the current interval has expired;

in response to determining that the current interval has expired;

determine, by the node, whether each of the plurality of contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval;

in response to determining that each of the plurality of contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval, transmit, by the node, the updated total aggregated contact center statistics for the current interval to the client;

in response to determining that a first contact center data source of the contact center data sources has not finished providing the updated partial aggregated contact center statistics for the current interval, and wherein a second contact center data source of the contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval, refrain, by the node, from reporting the updated total aggregated contact center statistics including the second contact center data source for the current interval to the client until the updated partial aggregated contact center statistics for the current interval from the first contact center data source is received;

select, by the client, a contact center resource based on the updated total aggregated contact center statistics; and

a switch coupled to the client, the switch being configured to route an interaction to the selected contact center resource.

13. The system of claim 12, wherein the instructions, when executed by the computer device, further cause the node to determine that the contact center data source has finished providing the updated partial aggregated contact center statistics for the current interval by determining whether next partial aggregated contact center statistics received from the contact center data source are associated with the current interval or a next interval.

14. The system of claim 13, wherein the instructions, when executed by the computer device, further cause the node to flag the contact center data source as being finished in providing the updated partial aggregated contact center statistics for the current interval in response to the next partial aggregated contact center statistics being associated with the next interval.

15. The system of claim 14, wherein the instructions, when executed by the computer device, further cause the node to determine whether each of the contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval by checking if each of the contact center data sources has been flagged.

16. The system of claim 12, wherein the instructions, when executed by the computer device, further cause the node to, after determining that the current interval has expired, and that the one of the contact center data sources has not finished providing the updated partial aggregated contact center statistics for the current interval:

receive, over a data communications link, a next partial aggregated contact center statistics from the one of the contact center data sources;

determine whether the next partial aggregated contact center statistics are associated with the current interval or a next interval;

update the total aggregated contact center statistics of the contact center data sources for the current interval with the next partial aggregated contact center statistics in response to the next partial aggregated contact center statistics being associated with the current interval; and

update total aggregated contact center statistics of the contact center data sources for the next interval with the next partial aggregated contact center statistics in response to the next partial aggregated contact center statistics being associated with the next interval.

17. The system of claim 16, wherein the instructions, when executed by the computer device, further cause the node to, after determining that the current interval has expired and that each of the contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval:

set the total aggregated contact center statistics of the contact center data sources for the current interval to be the total aggregated contact center statistics of the contact center data sources for the next interval; and

reset the total aggregated contact center statistics of the contact center data sources for the next interval.

18. The system of claim 17, wherein the instructions, when executed by the computer device, further cause the node to report the total aggregated contact center statistics of the contact center data sources for the current interval to the client.

19. The system of claim 12, wherein the instructions, when executed by the computer device, further cause the node to determine whether each of the contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval by waiting for a first period of time after the determining that the current interval has expired.

20. The system of claim 12, wherein the instructions, when executed by the computer device, further cause the node to:

enter a boundary period after the determining that the current interval has expired; and

exit the boundary period after the determining that each of the contact center data sources has finished providing the updated partial aggregated contact center statistics for the current interval.

21. The system of claim 20, wherein the instructions, when executed by the computer device, further cause the node to exit the boundary period after the expiration of a first period of time after entering the boundary period.

22. The system of claim 12, wherein the distributed aggregation statistics for the contact center comprise one or more of count, sum, minimum, or maximum statistics for the contact center.