Granted Patent B2

US 9,477,464 · App. 13/682,679 · Granted Oct 25, 2016

Inventor: Vitaly Y. Barinov (Clayton, CA)

Assignee: Genesys Telecommunications Laboratories, Inc.

G06F9/00G06F11/30G06F11/3082G06F17/30412

Abstract

Claims (43)

1. A method for aggregating and reporting data from a plurality of data sources in a contact center, the method comprising:

maintaining by a computer device aggregated data of the data sources for each of N+1 (N≧1) timewise nonoverlapping contiguous panes constituting a sliding interval of time and ordered from 0 to N;

updating by the computer device the aggregated data of the data sources for each of the nonoverlapping contiguous panes of the sliding interval based on updates for respective ones of the panes of the sliding interval received from one or more of the data sources;

monitoring by the computer device for expiration of time of one of the panes; and

in response to determining by the computer device that the one of the panes has expired, reporting by the computer device an aggregate of the data sources for the sliding interval to a client by aggregating the aggregated data of the data sources for each of the nonoverlapping contiguous panes of the sliding interval,

wherein:

the nonoverlapping contiguous panes further comprise one or more additional nonoverlapping contiguous panes such that the nonoverlapping contiguous panes are ordered from 0 to N+D (D≧1), the N+D+1 nonoverlapping contiguous panes constituting a corresponding D+1 sliding intervals respectively comprising N+1 contiguous ones of the panes ordered from I to I+N for each I between 0 and D;

the maintaining of the aggregated data of the data sources for each of the nonoverlapping contiguous panes further comprises maintaining aggregated data of the data sources for each of the additional nonoverlapping contiguous panes; and

the one of the panes is the (N+D)th pane.

2. The method of claim 1 , wherein the one of the panes is the Nth pane.

3. The method of claim 1 further comprising dividing by the computer device each of the sliding interval and the additional sliding intervals into R+1 (R≧1) nonoverlapping contiguous rings ordered from 0 to R, each of the rings comprising G+1 (G≧1) of the panes, wherein N+1=(R+1)×(G+1).

4. The method of claim 3 further comprising maintaining by the computer device aggregated data of the data sources for each of the rings of each of the sliding interval and the additional sliding intervals.

5. The method of claim 1 further comprising dividing by the computer device the sliding interval into R+1 (R≧1) nonoverlapping contiguous rings ordered from 0 to R, each of the rings comprising G+1 (G≧1) of the panes, wherein N+1 =(R+1)×(G+1).

6. The method of claim 5 , wherein the G+1 of the panes comprise G+1 contiguous ones of the panes ordered from M to M+G for some value of M between 0 and N−G.

7. The method of claim 5 further comprising maintaining by the computer device aggregated data of the data sources for each of the rings of the sliding interval.

8. The method of claim 1 , further comprising dividing by the computer device the sliding interval into the N+1 nonoverlapping contiguous panes, each of the N+1 panes having a starting time and an ending time, wherein for each one of the panes other than the Nth pane, the ending time of the one of the panes coincides with the starting time of the next one of the panes.

9. The method of claim 1 , further comprising:

receiving by the computer device an update from one of the data sources for a pane no longer being maintained by the computer device; and

in response to determining by the computer device that the update is for a pane no longer being maintained by the computer device, alerting by the computer device an operator of the received update from the one of the data sources.

10. A system for aggregating and reporting data from a plurality of data sources in a contact center, the system comprising:

a computer device; and

a non-transitory physical medium,

wherein the medium has instructions stored thereon that, when executed by the computer device, causes the computer device to:

maintain aggregated data of the data sources for each of N+1 (N≧1) timewise nonoverlapping contiguous panes constituting a sliding interval of time and ordered from 0 to N;

update the aggregated data of the data sources for each of the nonoverlapping contiguous panes of the sliding interval based on updates for respective ones of the panes of the sliding interval received from one or more of the data sources;

monitor for expiration of time of one of the panes; and

in response to determining that the one of the panes has expired, report an aggregate of the data sources for the sliding interval to a client by aggregating the aggregated data of the data sources for each of the nonoverlapping contiguous panes of the sliding interval, and

wherein:

the nonoverlapping contiguous panes further comprise one or more additional nonoverlapping contiguous panes such that the nonoverlapping contiguous panes are ordered from 0 to N+D (D≧1), the N+D+1 nonoverlapping contiguous panes constituting a corresponding D+1 sliding intervals respectively comprising N+1 contiguous ones of the panes ordered from I to I+N for each I between 0 and D;

the instructions, when executed by the computer device, further cause the computer device to maintain the aggregated data of the data sources for each of the nonoverlapping contiguous panes by maintaining aggregated data of the data sources for each of the additional nonoverlapping contiguous panes; and

the one of the panes is the (N+D)th pane.

11. The system of claim 10 , wherein the one of the panes is the Nth pane.

12. The system of claim 10 , wherein the instructions, when executed by the computer device, further cause the computer device to divide each of the sliding interval and the additional sliding intervals into R+1 (R≧1) nonoverlapping contiguous rings ordered from 0 to R, each of the rings comprising G+1 (G≧1) of the panes, wherein N+1=(R+1)×(G+1).

13. The system of claim 12 , wherein the instructions, when executed by the computer device, further cause the computer device to maintain aggregated data of the data sources for each of the rings of each of the sliding interval and the additional sliding intervals.

14. The system of claim 10 , wherein the instructions, when executed by the computer device, further cause the computer device to divide the sliding interval into R+1 (R≧1) nonoverlapping contiguous rings ordered from 0 to R, each of the rings comprising G+1 (G≧1) of the panes, wherein N+1=(R+1)×(G+1).

15. The system of claim 14 , wherein the G+1 of the panes comprise G+1 contiguous ones of the panes ordered from M to M+G for some value of M between 0 and N−G.

16. The system of claim 14 , wherein the instructions, when executed by the computer device, further cause the computer device to maintain aggregated data of the data sources for each of the rings of the sliding interval.

17. The system of claim 10 , wherein

the instructions, when executed by the computer device, further cause the computer device to divide the sliding interval into the N+1 nonoverlapping contiguous panes, each of the N+1 panes having a starting time and an ending time, and

for each one of the panes other than the Nth pane, the ending time of the one of the panes coincides with the starting time of the next one of the panes.

18. The system of claim 10 , wherein the instructions, when executed by the computer device, further cause the computer device to:

receive an update from one of the data sources for a pane no longer being maintained by the computer device; and

in response to determining that the update is for a pane no longer being maintained by the computer device, alert an operator of the received update from the one of the data sources.

Assignments (8)

Continuity (1)