Distributed hardware/software system for managing agent status in a communication center

摘要

An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the subscribing applications.

主权项

1. A system, comprising:
a processor coupled with a memory, wherein the memory has stored thereon an agent presence application that, when executed by the processor, causes the processor to:
collect data regarding states of activity of target agent resources; andintegrate the data and provide the integrated data to subscribing applications, wherein the target agent resources comprise one or more individual agent stations in at least one communication center, the agent stations equipped with one or more communication devices, wherein the collecting and integrating is by a proxy server of a plurality of proxy servers, wherein the plurality of proxy servers are associated in a hierarchical fashion, wherein a higher-level proxy server integrates data from a plurality of lower-level proxy servers with which the higher-level server is associated, the integrated data at the higher-level server comprising data from all of the agent stations associated with each of the lower-level servers, and wherein each of the plurality of agent stations is configured to execute a copy or version of at least a portion of the agent presence application for monitoring a corresponding one or more of the communication devices, and is further configured to provide the data regarding the states of activity to at least one of the plurality of proxy servers, the at least one of the plurality of proxy servers being configured to integrate the received data.