Low latency distributed aggregation for contact center agent-groups on sliding interval
First Claim
1. A method for aggregating and reporting data from a plurality of data sources in a contact center, the method comprising:
- maintaining by a computer device the data for a sliding interval comprising a plurality of panes, the data for each of the panes comprising a separate field for an ongoing component for ongoing events and a separate field for a completed component for completed events;
updating by the computer device the data for the sliding interval based on updates for the sliding interval received from one or more of the data sources; and
reporting by the computer device an aggregation of the ongoing and completed components of the data sources for the sliding interval to a client in accordance with an expiring of one of the panes.
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Accused Products
Abstract
A method and system 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 the data for a sliding interval including a plurality of panes, the data including an ongoing component for ongoing events and a completed component for completed events; updating by the computer device the data for the sliding interval based on updates for the sliding interval received from one or more of the data sources; and reporting by the computer device an aggregation of the ongoing and completed components of the data sources for the sliding interval to a client in accordance with an expiring of one of the panes. The system includes a processor and a non-transitory physical medium. The medium has instructions stored thereon that, when executed by the processor, causes the processor to execute the method.
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Citations
20 Claims
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1. A method for aggregating and reporting data from a plurality of data sources in a contact center, the method comprising:
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maintaining by a computer device the data for a sliding interval comprising a plurality of panes, the data for each of the panes comprising a separate field for an ongoing component for ongoing events and a separate field for a completed component for completed events; updating by the computer device the data for the sliding interval based on updates for the sliding interval received from one or more of the data sources; and reporting by the computer device an aggregation of the ongoing and completed components of the data sources for the sliding interval to a client in accordance with an expiring of one of the panes. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for aggregating and reporting data from a plurality of data sources in a contact center, the system comprising:
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a processor; and a non-transitory physical medium, wherein the medium has instructions stored thereon that, when executed by the processor, causes the processor to; maintain the data for a sliding interval comprising a plurality of panes, the data for each of the panes comprising a separate field for an ongoing component for ongoing events and a separate field for a completed component for completed events; update the data for the sliding interval based on updates for the sliding interval received from one or more of the data sources; and report an aggregation of the ongoing and completed components of the data sources for the sliding interval to a client in accordance with an expiring of one of the panes. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification