Distributed hardware/software system for managing agent status in a communication center
An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the to subscribing applications.
1. A first server for managing agent status, the first server comprising:
a processor;
a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to:
receive status information from second and third servers, the second and third servers being configured to receive and aggregate status information from first and second agent devices, respectively;
aggregate the status information from the second and third servers; and
provide the aggregated status information to a particular device, wherein the second and third servers are in a hierarchical relationship with respect to the first server; and
an electronic routing device coupled to the processor, wherein the electronic routing device is configured to establish a communication session between one of the first and second agent devices based on the aggregated status information.
2. The first server of claim 1 , wherein the second and third servers receive the status information from an agent device periodically, or when a status of a corresponding contact center agent changes.
3. The first server of claim 1 , wherein the first server is on a web server, and the first agent device and the second agent device are located remotely from the first server.
4. The first server of claim 1 , wherein the first agent device and the second agent device each comprise a plurality of agent devices.
5. The first server of claim 1 , wherein the second and third servers each comprise a plurality of lower level servers, each of the lower level servers being configured to receive status information from a plurality of agent devices.
6. The first server of claim 1 , wherein the status information comprises at least one of agent presence information, agent availability information, or agent skill information.
7. The first server of claim 1 , wherein the particular device is configured to route incoming events to the first agent device or the second agent device.
8. The first server of claim 7 , wherein the incoming events comprise at least one of voice call, web based calls, video calls, video mail, electronic mail, or chat message.
9. The first server of claim 1 , wherein the second and third servers are configured to receive status information from a third agent device.
10. A method for managing agent status, the method comprising:
receiving, by a first server, status information from a plurality of second and third servers, the second and third servers being configured to receive and aggregate status information from first and second agent devices, respectively;
aggregating, by the first server, the status information from the second and third servers;
providing, by the first server, the aggregated status information to a particular device; and
establishing, by an electronic routing device, a communication session between one of the first and second agent devices based on the aggregated status information.
11. The method of claim 10 , wherein the second and third servers receive the status information from the first agent device and the second agent device periodically, or when a status of an agent changes.
12. The method of claim 10 , wherein the first server is on a web server, and the first agent device and the second agent device are located remotely from the first server.
13. The method of claim 10 , wherein the first agent device and the second agent device each comprise a plurality of agent devices.
14. The method of claim 10 , wherein the second and third servers each comprise a plurality of lower level servers, each of the lower level servers being configured to receive status information from a plurality of agent devices.
15. The method of claim 10 , wherein the status information comprises at least one of agent presence information, agent availability information, or agent skill information.
16. The method of claim 10 , wherein the particular device is configured to route incoming events to the first agent device or the second agent device.
17. The method of claim 16 , wherein the incoming events comprise at least one of voice call, web based calls, video calls, video mail, electronic mail, or chat message.
18. The method of claim 10 , wherein the second and third servers are both configured to receive status information from a third agent device.