Systems and methods for an omni-channel routing broker
First Claim
1. A method of routing of service requests in a large, distributed service center, the method including:
- across multiple nodes having disjoint memory spaces, tracking presence and status of agents and publishing update events to at least one event queue;
a node-based database used to track agent presence and status, processing selected update and request events, including;
updating the node-based database from the selected update events; and
publishing the selected request events to at least one node-based routing queue;
on a single thread per organization running on a processor having access to the node-based database;
making routing decisions on the requests events using the node-based database and updating the node-based database accordingly; and
publishing routing decision events to the event queue; and
implementing the routing decision events.
1 Assignment
0 Petitions
Accused Products
Abstract
Omni-channel routing broker technology is usable to improve the experience for customers and for workers using service channels, especially for very large enterprise service operation centers that have large pools of agents, helping businesses determine the relative priority for handling a variety of service channels, and to efficiently route issues accordingly. Omni-channel routing broker includes intelligent routing of service requests in a large, distributed service center operation, efficiently prioritizing the routing of work across organizations to agents based on availability, capacity and priority—in a multi-tenant environment. The disclosed methods are usable for managing digital data for many tenants to software instances, including groups of users who share common access with a specific set of privileges to a software instance of at least one application. The disclosed technology makes possible the delivery of an improved performance from routing 3-4 requests per second to routing 100 requests per second.
-
Citations
25 Claims
-
1. A method of routing of service requests in a large, distributed service center, the method including:
-
across multiple nodes having disjoint memory spaces, tracking presence and status of agents and publishing update events to at least one event queue; a node-based database used to track agent presence and status, processing selected update and request events, including; updating the node-based database from the selected update events; and publishing the selected request events to at least one node-based routing queue; on a single thread per organization running on a processor having access to the node-based database; making routing decisions on the requests events using the node-based database and updating the node-based database accordingly; and publishing routing decision events to the event queue; and implementing the routing decision events. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
-
-
10. A system of routing of service requests in a large, distributed service center, the system including:
-
a processor, memory coupled to the processor, and computer instructions loaded into the memory that, when executed, cause the processor to implement a process that includes; across multiple nodes having disjoint memory spaces, tracking presence and status of agents and publishing update events to at least one event queue; across one or more processors that have access to a node-based database used to track agent presence and status, processing selected update and request events, including; updating the node-based database from the selected update events; and publishing the selected request events to at least one node-based routing queue; on a single thread per organization running on a processor having access to the node-based database; making routing decisions on the requests events using the node-based database and updating the node-based database accordingly; and publishing routing decision events to the event queue; and implementing the routing decision events. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
-
-
18. A tangible computer readable storage medium loaded with computer instructions that, when executed, cause a computer system to perform actions that route service requests in a large, distributed service center, the actions including:
-
across multiple nodes having disjoint memory spaces, tracking presence and status of agents and publishing update events to at least one event queue; a node-based database used to track agent presence and status, processing selected update and request events, including; updating the node-based database from the selected update events; and publishing the selected request events to at least one node-based routing queue; on a single thread per organization running on a processor having access to the node-based database; making routing decisions on the requests events using the node-based database and updating the node-based database accordingly; and publishing routing decision events to the event queue; and implementing the routing decision events. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25)
-
Specification