Managing statistical information in a contact center
View Patent ↗Statistics relating to the operation of physical, logical and software components of a contact center are generated by or on behalf of the components themselves rather than by a statistics engine based on event notifications from the components. In this way, the locally generated statistical information can be communicated as part of presence information for such components. By subscribing to a presence service for presence information for the components of interest, a statistics service can collect the locally produced statistics coming from each component. This provides a less centralised, more dynamic and adaptable way of managing statistical information in a contact center and provides in addition alternative methods of generating alarms and alerts.
1. A method of managing statistical information in a contact center comprising the steps of:
(a) a component of said contact center calculating statistics relating to activity of that component;
(b) said component periodically communicating results of said statistics calculations as part of an indication of its presence to a presence service, said presence service being dedicated to and co-located with the component; and
(c) said presence service communicating said results to a statistics service which has subscribed to receive said results from said component.
2. A method of managing statistical information as claimed in claim 1 , wherein said presence service communicates to said statistics service each result of a statistics calculation received from said component.
3. A method of managing statistical information as claimed in claim 1 , wherein said presence service communicates to said statistics service only those results of a statistics calculation received from said component which match predetermined criteria.
4. A method of managing statistical information as claimed in claim 1 , where said periodic communication of results of said statistics calculations from said component to said presence service occurs at predetermined time intervals.
5. A method of managing statistical information as claimed in claim 1 , wherein said periodic communication of results of said statistics calculations from said component to said presence service occurs when a predetermined set of statistics calculations is completed.
6. A method of managing statistical information as claimed in claim 1 , wherein said periodic communication of results of said statistics calculations from said component to said presence service occurs only when said results meet predetermined criteria.
7. A method of managing statistical information as claimed in claim 1 wherein said component is selected from an agent station, a media server, a telephone exchange, a call server, a switch and a conference bridge.
8. A method of managing statistical information as claimed in claim 1 wherein said component is selected from a queue, a workflow and an application.
9. A method as claimed in claim 8 , wherein said component is a workflow and wherein said activity of said component relates to a communications session following said workflow, whereby the results of said statistical calculations provide an indication of the state of said communications session to said presence service.
10. A method as claimed in claim 9 , further comprising the step of the presence service communicating said indication of the state of the communications session to a party requesting said indication.
11. A method as claimed in claim 10 , wherein said party is a party to said communications session.
12. A method of managing statistical information as claimed in claim 1 wherein said presence service is a session initiation protocol (SIP) presence service.
13. A method of managing statistical information as claimed in claim 1 wherein said step of said presence service communicating said results to said statistics service occurs as a consequence of said statistics service subscribing to receive said results from said presence service.
14. A method of managing statistical information as claimed in claim 1 further comprising generating alerts within the contact center system when operating parameters of the component of said contact center system meet predetermined criteria, comprising wherein said generating alerts comprises the steps of:
(a) said component of said contact center calculating operating parameters relating to activity of that component;
(b) said component of said contact center comparing said parameters with said predetermined criteria;
(c) on determining that said parameters meet said predetermined criteria, said component communicating said determination as part of an indication of its presence to a presence service associated with said contact center;
(d) said presence service communicating said determination to an alert generation service which has subscribed to receive said results from said component; and
(e) said alert generation service generating an alert in response to said determination.
15. A method of managing statistical information as claimed in claim 1 further comprising managing information relating to a communications session managed by a communications session manager of the contact center, comprising the steps of:
(a) said communications session manager maintaining a record of the current status of the communications session;
(b) said communications session manager periodically providing presence information to said presence service, wherein said presence information includes an indication of the status of said communications session; and
(c) said presence service making said indication of the status of said communications session available to a party to said communications session.
16. A computer program product comprising a non-transitory computer-readable medium, arranged to at least one of store and record, program instructions in machine readable form, wherein the program instructions when executed in a processor of a contact center component are effective to cause said component to:
(a) calculate statistics relating to activity of that component; and
(b) periodically communicating results of said statistics calculations as part of an indication of its presence to a presence service, said presence service being dedicated to and co-located with the component;
whereby the presence service may communicate the results to a statistics service which has subscribed to receive the results from the component.
17. A computer program product as claimed in claim 16 , wherein the program instructions, when executed in a processor of a contact center component are further effective to cause said component to:
(a) calculate operating parameters relating to activity of that component;
(b) compare said parameters with predetermined criteria to determine whether said operating parameters meet said predetermined criteria; and
(c) on determining that said parameters meet said predetermined criteria, communicate said determination as part of an indication of said component's presence to said presence service associated with said contact center
whereby said presence service may communicate said determination to an alert generation service which has subscribed to receive said results from said component and said alert generation service may generate an alert in response to said determination.
18. A computer program product as claimed in claim 16 , wherein the program instructions, when executed in a processor of a communications session manager of a contact center which is managing a communications session, are effective to cause said communications session manager to:
(a) maintain a record of the current status of the communications session; and
(b) periodically provide presence information to said presence service, wherein said presence information includes an indication of the status of said communications session;
whereby said presence service may make said indication of the status of said communications session available to a party to said communications session.
19. A contact center comprising:
(a) a plurality of interacting logical and physical components for collectively handling communications with parties external to said contact center, at least one of said components comprising:
(i) a statistical calculator for carrying out statistics calculations relating to activity of that component;
(ii) a presence information generator for generating presence information and communicating said presence information to a dedicated presence service, said presence information including results of said statistics calculations; and
(iii) the dedicated presence service for receiving and managing presence information received from said presence information generator and for selectively communicating said presence information to entities which subscribe for such information;
(b) a statistics service operable to receive from said presence service said results of statistics calculations relating to activity of said at least one component and for managing said results.
20. A contact center according to claim 17 wherein said plurality of interacting logical and physical components further comprises:
(c) a monitor for monitoring operating parameters relating to said activity of that component and comparing said operating parameters with predetermined criteria to make a determination that said operating parameters meet said criteria; and wherein said presence information including, when said determination has been made, an indication of said determination;
(d) an alert generation service operable to receive from said presence service said determination and for generating an alert in response to said determination.