Method and system for propagating statistics between federated contact center sites for use in event distribution

摘要

A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.

主权项

1. A routing system comprising:
a processor; and a memory storing instructions that, when executed by the processor, causes the processor to:
collect first statistics regarding a first call queue from a first statistics server for a first contact center comprising a call router, the first contact center being a consumer contact center, the first statistics adhering to a first protocol compatible with the call router;receive second statistics regarding a second call queue from a second statistics server for a second contact center, the second contact center being a third party provider contact center, the second statistics adhering to a second protocol different from the first protocol, wherein the second statistics are converted to adhere to the first protocol; andsupply the first statistics and the converted second statistics to the call router, for selecting a call queue from a plurality of call queues to route the call to in accordance with the first statistics and the converted second statistics, the plurality of call queues comprising the first call queue and the second call queue.