Distributed Agent-Owner Nodes for Contact Center State Scalability
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Solution Overview
Problem
Existing contact center monitoring systems face scalability issues as they grow in size, often experiencing performance bottlenecks due to the centralized management of agent state information, which becomes inefficient as the number of agents and devices increases.
Innovation Solution
A system comprising agent-owner nodes that collect and aggregate agent state information, with a client-side adapter assembling and aggregating this information to form scalable agent-group state information, enabling efficient communication and maintenance across multiple servers using TCP/IP connections.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of manufacture
If a centralized database approach is used to maintain contact center state information, then the system is simple to implement for small installations, but the system suffers from hardware and software bottlenecks that prevent scaling to larger installations
Solution Approach 1:
The patent divides the centralized monitoring system into distributed agent-owner nodes, each responsible for maintaining state information for a specific subset of agents. This segmentation eliminates the single-point bottleneck of centralized databases while distributing the computational load across multiple nodes, enabling the system to scale to larger contact center installations without sacrificing simplicity.
2Device complexity
If all contact center state information is maintained in a single back-end database server, then the system architecture is simple, but the load on the server increases rapidly as the contact center increases in size
Solution Approach 1:
The patent segments the state information maintenance function across multiple agent-owner nodes, with each node handling a portion of the total agent population. This distribution of state information and processing load prevents any single server from becoming overwhelmed, maintaining server performance even as the contact center scales to accommodate more agents and devices.
3Adaptability or versatility
If a distributed agent-owner node architecture is implemented, then the system becomes scalable to larger installations, but the system complexity increases compared to a centralized approach
Solution Approach 1:
The patent introduces adapter components as intermediaries between agent-owner nodes and client applications. These adapters provide a standardized interface that simplifies the interaction model, allowing the distributed architecture to scale without proportionally increasing system complexity. The adapters handle the complexity of distributed state management while presenting a simple interface to clients.
Data Source
AI summary
A system and method for aggregating state information in a contact center. Agent-owner nodes aggregate state information for the agents they own, and, upon request from a client-side adapter, provide partial agent-group state information to the client side adapter. The client-side adapter aggregates the partial agent-group state information to form full agent-group state information and provides this full agent-group state information to clients upon request.