System and method for monitoring health of deployment states for a contact center

• US 8,989,367 B2
• Filed: 09/12/2013
• Issued: 03/24/2015
• Est. Priority Date: 09/12/2012
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ristock, Herbert Willi Artur, Zhakov, Vyacheslav, Makagon, Petr
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US14/025,806
• Publication Number:
  US 20140086401A1
• Time in Patent Office: 558 Days
• Field of Search: 379/265.03, 379/265.01, 379/265.11, 379/265.02, 379/266.08, 379/272, 709/224
• US Class Current: 379/265.03
• CPC Class Codes: G06F 2009/4557 Distribution of virtual machine instances; Migration and load balancing
• CPC Class Codes: G06F 2009/45575 Starting, stopping, suspending or resuming virtual machine instances
• CPC Class Codes: G06F 9/45558 Hypervisor-specific management and integration aspects
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2201/54 Object oriented software
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

Claims

1. A method for monitoring deployment states of a contact center, the method comprising:

migrating, by the processor, a state of the contact center from a first deployment state to a second deployment state;

recording, by the processor, steps in migrating from the first deployment state to the second deployment state;

storing, by the processor, the recorded steps in association with metadata describing the second deployment state;

monitoring, by the processor, health of the second state; and

taking an action by the processor for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy.

2. The method of claim 1 further comprising:

monitoring and collecting, by the processor, contact center operation data;

detecting, by the processor, in response to the monitoring, a condition relating to the operation of the contact center; and

dynamically adjusting, by the processor, at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

3. The method of claim 1, wherein the monitoring includes monitoring a condition including at least one of call abandonment rate, average handle time, customer satisfaction, service levels, or agents'"'"' occupancy.

4. The method of claim 3, wherein the determining that the second deployment state is unhealthy includes comparing the condition to one or more threshold values.

5. The method of claim 1 further comprising:

storing by the processor the health of the second state in association with the second deployment state.

6. The method of claim 1, wherein the action taken by the processor is reverting to the first deployment state.

7. The method of claim 1, wherein the action taken by the processor is troubleshooting for determining a cause for the unhealthy state.

8. A system for monitoring deployment states of a contact center, the system comprising:

a processor; and

a memory storing program instructions thereon that, when executed by the processor cause the processor to;

migrate a state of the contact center from a first deployment state to a second deployment state;

record steps in migrating from the first deployment state to the second deployment state;

store the recorded steps in association with metadata describing the second deployment state;

monitor health of the second state; and

take an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy.

9. The system of claim 8, wherein the instructions further cause the processor to:

monitor and collect contact center operation data;

detect, in response to the monitoring, a condition relating to the operation of the contact center; and

dynamically adjust at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

10. The system of claim 8, wherein the instructions that cause the processor to monitor further include instructions that cause the processor to monitor a condition including at least one of call abandonment rate, average handle time, customer satisfaction, service levels, or agents'"'"' occupancy.

11. The system of claim 10, wherein the instructions that cause the processor to determine that the second deployment state is unhealthy includes instructions that cause the processor to compare the condition to one or more threshold values.

12. The system of claim 8, wherein the instructions further cause the processor to:

store the health of the second state in association with the second deployment state.

13. The system of claim 8, wherein the instructions that cause the processor to take action further include instructions that cause the processor to revert to the first deployment state.

14. The system of claim 8, wherein the instructions that cause the processor to take action further include instructions that cause the processor to troubleshoot for determining a cause for the unhealthy state.