Systems and Methods for an Omni-Channel Routing Broker

摘要

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.

主权项

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; andpublishing 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; andpublishing routing decision events to the event queue; and implementing the routing decision events.