Low latency distributed aggregation for contact center agent-groups on sliding interval

• US 9,578,171 B2
• Filed: 03/26/2014
• Issued: 02/21/2017
• Est. Priority Date: 03/26/2013
• 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): Hong, Harry S
• Application Number:
  US14/226,799
• Publication Number:
  US 20140294169A1
• Time in Patent Office: 1,063 Days
• Field of Search: 37926501-26509, 379/309
• US Class Current: 1/1
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

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.

Claims

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.

2. The method of claim 1, further comprising refreshing by the computer device the ongoing component in accordance with the expiring of the one of the panes.

3. The method of claim 2, wherein the refreshing of the ongoing component comprises incrementing by the computer device the ongoing component for one or more of the ongoing events in accordance with a length of the expired one of the panes.

4. The method of claim 1, wherein the maintaining of the data for the sliding interval comprises maintaining by the computer device the ongoing and completed components for each of the panes.

5. The method of claim 4, further comprising upon the expiring of the one of the panes:

creating by the computer device a new one of the panes;

resetting by the computer device the completed component of the new one of the panes; and

transferring by the computer device current data of one or more of the ongoing events from the ongoing component of the expired one of the panes to the ongoing component of the new one of the panes.

6. The method of claim 4, wherein

each of the updates comprises ongoing and completed components for one of the panes from one of the data sources, and

for each update of the updates, the updating of the data for the sliding interval comprises aggregating by the computer device the ongoing and completed components of the update into the ongoing and completed components of the one of the panes.

7. The method of claim 4, wherein the reporting of the aggregation of the ongoing and completed components of the data sources for the sliding interval comprises aggregating by the computer device the ongoing and completed components across all of the panes.

8. The method of claim 1, wherein each of the updates comprises ongoing and completed components for one of the panes from one of the data sources.

9. The method of claim 1, further comprising transferring by the computer device current data of one of the ongoing events from the ongoing component to the completed component when the one of the ongoing events completes.

10. The method of claim 1, wherein the reporting of the aggregation of the ongoing and completed components of the data sources for the sliding interval comprises aggregating by the computer device the ongoing and completed components into a single component.

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

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.

12. The system of claim 11, wherein the instructions, when executed by the processor, further cause the processor to refresh the ongoing component in accordance with the expiring of the one of the panes.

13. The system of claim 12, wherein the refreshing of the ongoing component comprises incrementing by the processor the ongoing component for one or more of the ongoing events in accordance with a length of the expired one of the panes.

14. The system of claim 11, wherein the maintaining of the data for the sliding interval comprises maintaining by the processor the ongoing and completed components for each of the panes.

15. The system of claim 14, wherein upon the expiring of the one of the panes, the instructions, when executed by the processor, further cause the processor to:

create a new one of the panes;

reset the completed component of the new one of the panes; and

transfer current data of one or more of the ongoing events from the ongoing component of the expired one of the panes to the ongoing component of the new one of the panes.

16. The system of claim 14, wherein

each of the updates comprises ongoing and completed components for one of the panes from one of the data sources, and

for each update of the updates, the updating of the data for the sliding interval comprises aggregating by the processor the ongoing and completed components of the update into the ongoing and completed components of the one of the panes.

17. The system of claim 14, wherein the reporting of the aggregation of the ongoing and completed components of the data sources for the sliding interval comprises aggregating by the processor the ongoing and completed components across all of the panes.

18. The system of claim 11, wherein each of the updates comprises ongoing and completed components for one of the panes from one of the data sources.

19. The system of claim 11, wherein the instructions, when executed by the processor, further cause the processor to transfer current data of one of the ongoing events from the ongoing component to the completed component when the one of the ongoing events completes.

20. The system of claim 11, wherein the reporting of the aggregation of the ongoing and completed components of the data sources for the sliding interval comprises aggregating by the processor the ongoing and completed components into a single component.