Method of distributed aggregation in a call center

摘要

A method for partitioning a call center having N agents associated with M agent groups, for computation by a plurality of computational nodes, has steps for (a) assigning each agent as a vertex in a hypergraph; (b) assigning each agent group as a hyper-edge in the hypergraph; and (c) applying a hypergraph partitioning algorithm to partition the agents and groups relative to the nodes with the hypergraph cost function awarding equal load distribution to nodes and minimizing inter-node traffic.

主权项

1. A method for partitioning a call center having N agents associated with M agent groups, for computation by K computational nodes, the method comprising:
(a) assigning each agent of the N agents as a vertex in a hypergraph; (b) assigning each agent group of the M agent groups as a hyper-edge in the hypergraph; (c) applying a hypergraph partitioning algorithm configured to partition the N agents and M groups among the K nodes with a hypergraph cost function configured to balance load distribution among the nodes and minimize traffic between the nodes; (d) mapping each agent and group as an object O to one of the K nodes by a Hash function H:O→[1,K], such that each node H(O) is an owner for the object O; (e) for each agent A, computing agent aggregates AA—1, AA_P locally by the associated owner node H(A); and (f) for each group G, computing group aggregates AG—1, . . . , AG_S using respective agent aggregates AA—1, AA_P for each agent belonging to group G, by:
i) creating a partial state record (PSR) of each of the group aggregates AG_j by node i by aggregating the agent aggregates AA—1, . . . , AA_P for each of the agents owned by node i and belonging to group G; andii) sending the PSRs to the associated owner node H(G), which combines all the PSRs into corresponding total state records of the group aggregates.