发明名称 |
Low latency distributed aggregation for contact center agent-groups on sliding interval |
摘要 |
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. |
申请公布号 |
US9578171(B2) |
申请公布日期 |
2017.02.21 |
申请号 |
US201414226799 |
申请日期 |
2014.03.26 |
申请人 |
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. |
发明人 |
Barinov Vitaly Y. |
分类号 |
H04M3/51 |
主分类号 |
H04M3/51 |
代理机构 |
Lewis Roca Rothgerber Christie LLP |
代理人 |
Lewis Roca Rothgerber Christie LLP |
主权项 |
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. |
地址 |
Daly City CA US |