Sliding Interval Data Aggregation for Contact Center Latency
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Solution Overview
Problem
Existing systems face challenges in processing large amounts of real-time data in contact centers, particularly in aggregating statistics across multiple agent subsets with low latency and maintaining accuracy and timeliness, leading to consistency and availability issues during interval boundaries in both growing and sliding intervals.
Innovation Solution
A method and system that utilize distributed aggregation algorithms, maintaining data in a sliding interval with ongoing and completed components, updating and aggregating data asynchronously, and refreshing components upon pane expiration to provide low latency reporting by transferring ongoing events to new panes and resetting completed components, ensuring high availability and accuracy.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If distributed aggregation algorithms are used to process large amounts of real-time data in contact centers, then data processing speed and timeliness are improved, but system complexity and difficulty of maintaining consistency across multiple data sources increase
Solution Approach 1:
The system divides the contact center agent groups into multiple subsets, with each data source tracking statistics for a specific subset. This segmentation allows parallel processing of data across multiple sources while maintaining manageable complexity at each individual source level.
Solution Approach 2:
The patent introduces an intermediary aggregation mechanism that collects partial records from multiple data sources and combines them into a total aggregate. This intermediary layer handles the complexity of combining data from multiple sources while allowing each individual data source to remain relatively simple.
2Loss of time
If statistics are continuously tracked and updated in real-time across multiple agent subsets, then data timeliness and availability are improved, but data accuracy and consistency at interval boundaries deteriorate
Solution Approach 1:
The system maintains ongoing components that continuously track statistics as events occur, preparing data in advance. When panes expire, the pre-computed ongoing statistics can be quickly transferred and aggregated, reducing the time penalty typically associated with interval boundaries.
Solution Approach 2:
The patent implements a periodic pane expiration mechanism where panes are systematically expired and replaced at regular intervals. This periodic action creates a structured approach to handling interval boundaries, allowing the system to periodically refresh data while maintaining continuous tracking through the ongoing component.
3Loss of time
If aggregate partial records are collected asynchronously from multiple data sources, then low latency reporting is achieved, but maintaining accuracy across interval boundaries becomes more difficult
Solution Approach 1:
The system dynamically adjusts between ongoing and completed components based on pane expiration events. The ongoing component continuously accumulates statistics in real-time, while the completed component finalizes aggregates when panes expire. This dynamic structure allows the system to maintain accuracy by properly distinguishing between in-progress and finalized data at any given moment.
Solution Approach 2:
The patent changes the state parameter of data records from a single static state to a dual state system (ongoing/completed). This parameter change allows the system to track the maturity status of each aggregate, enabling accurate reporting by combining ongoing statistics with completed aggregates appropriately based on the current pane expiration state.
Data Source
AI summary
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.