System and method to conduct staggered maintenance activity based on customer prioritization in a cloud based SaaS platform contact center

Patent metadata

Field	Value
Publication number	US-11829326-B2
Application number	US-202117380046-A
Country	US
Kind code	B2
Filing date	Jul 20, 2021
Priority date	Jul 20, 2021
Publication date	Nov 28, 2023
Grant date	Nov 28, 2023

Abstract

A computerized-method to conduct a staggered maintenance activity based on tenants' prioritization for tenants of a cloud-based Software as a Service (SaaS) platform contact-center, is provided herein. The computerized-method includes operating a Staggered-Maintenance-Activity (SMA) module. The SMA module includes: (i) selecting a plurality of tenants from the data store of one or more tenants, for a migration activity; (ii) allocating each tenant in the plurality of tenants for migration activity, to a maintenance-window of one or more maintenance-windows; (iii) prioritizing the allocated plurality of tenants to yield an ordered list of tenants, in each maintenance-window of the one or more maintenance-windows; (iv) operating a migration activity during each maintenance-window, of the one or more maintenance-windows, according to the yielded ordered list of tenants; and (v) sending a notification with details of each migration activity to a corresponding tenant administrator, to be displayed, via a display unit.

First claim

What is claimed:

1. A computerized-method to conduct a staggered maintenance activity based on tenants' prioritization for tenants of a cloud-based Software as a Service (SaaS) platform contact-center, the computerized-method comprising:
in a cloud-computing environment that is operating a SaaS-platform-contact-center for one or more tenants, said cloud-computing environment comprising a processor, a data store of one or more tenants, said processor is operating a Staggered-Maintenance-Activity (SMA) module, said SMA module comprising:
selecting a plurality of tenants from the data store of one or more tenants, for a migration activity;
allocating each tenant in the plurality of tenants for migration activity, to a maintenance window of one or more maintenance windows;
prioritizing the allocated plurality of tenants to yield an ordered list of tenants, in each maintenance window of the one or more maintenance windows;
operating a migration activity during each maintenance window, of the one or more maintenance windows, according to the yielded ordered list of tenants; and
sending a notification with details of each migration activity to a corresponding tenant administrator, to be displayed, via a display unit,
wherein the allocating is performed by static algorithms before starting the one or more maintenance windows and the prioritizing in each maintenance window is performed by dynamic algorithms, during the one or more maintenance windows.

2. The computerized method of claim 1 , wherein the allocating of each tenant in the plurality of tenants, to a maintenance window out of one or more maintenance windows, is based on tenant non-working hours or if a tenant is operating 24/7 then the allocating is to a maintenance window that is during determined low peak hours.

3. The computerized method of claim 2 , wherein the determined of low peak hours is for a preconfigured period of time, in a maintenance window, and wherein the determined low peak hours is by a lowest of calculated weighted average of tenant activity percentage that has been measured in one or more preconfigured times.

4. The computerized method of claim 3 , wherein a tenant activity percentage in a preconfignred time is calculated based on formula I:
tenant activity percentage=(call queue activity percentage× W 1 )+(agents activity percentage× W 2 )  (I)

whereby:
W 1 and W 2 are preconfigured weights,
call queue activity percentage is calculated by: (number of calls that had more than average wait−time/total number of calls)×100,
agents activity percentage is calculated by: (total handling time of agents in past preconfigured time/total number of agents logged in past preconfigured time)×100.

5. The computerized method of claim 1 , wherein the static algorithms are operated based on: (i) calculated tenant account impact score; and (ii) tenant size.

6. The computerized method of claim 1 , wherein each maintenance window of the one or more maintenance windows is in a different time slot.

7. The computerized method of claim 5 , wherein the calculated tenant account impact score is based on one or more parameters.

8. The computerized method of claim 1 , wherein the dynamic algorithms are measuring tenant activity percentage for a preconfigured period of time.

9. The computerized method of claim 1 , wherein the migration activity is at least one of: service migration activity and data manipulation in the data store.

10. The computerized method of claim 9 , wherein the SMA module is further monitoring, each data store of the plurality of tenants, which stores data that is used by a service that the migration activity is, running for, or stored data for data manipulation, to measure one or more data store metrics.

11. The computerized method of claim 10 , wherein the one or more data store metrics are at least one of Central Processing Unit (CPU) utilization, a total requests count per second, a total count of failed requests.

12. The computerized method of claim 11 , wherein when the CPU utilization of the data store is above a preconfigured threshold, or the total requests count per second is above a preconfigured threshold or the total count of failed requests is above a preconfigured threshold, the SMA module is pausing the mi ration activity for the corresponding tenant till the measured data store metrics are below the preconfigured thresholds for a preconfigured period of time and if data store metrics are above the preconfigured thresholds after the preconfigured period of time the SMA module is further rescheduling the migration activity for the corresponding tenant.

13. The computerized method of claim 9 , wherein when the migration activity is a service migration activity, the SMA module is further operating per service and wherein each service has been preconfigured according to service dependencies so that interdependent services have their data migrated in their expected order of precedence.

14. The computerized method of claim 9 , wherein when the migration activity is data manipulation in the data store, migration scripts are used to update data in the data stores.

15. The computerized method of claim 1 , wherein the status of the migration activity is at least one of: scheduled, rescheduled, in-progress, failed, aborted and completed.

16. The computerized method of claim 15 , wherein when a preconfigured percentage of migration activity which is having the status failed, is above a preconfigured threshold during a maintenance window, the SMA module halts the migration activity for all remaining tenants and the status of the migration activity for remaining tenants in the maintenance window is aborted.

17. A computerized-system in a cloud-computing environment to conduct a staggered maintenance activity based on tenants' prioritization for tenants of a cloud-based Software as a Service (SaaS) platform contact-center, the computerized-system comprising:
a processor,
a data store of one or more tenants,
said processor is operating a StaggeredMaintenance-Activity (SMA) module, said SMA module is configured to:
select a plurality of tenants from the data store of one or more tenants, for a migration activity;
allocate each tenant in the plurality of tenants for migration activity, to a maintenance window of one or more maintenance windows;
prioritize the allocated plurality of tenants to yield an ordered list of tenants, in each maintenance window of the one or more maintenance windows;
operate a migration activity during each maintenance window, of the one or more maintenance windows, according to the yielded ordered list of tenants; and
send a notification with details of each migration activity to a corresponding tenant administrator, to be displayed, via a display unit,
wherein the allocating is performed by static algorithms before starting the one or more maintenance windows and the prioritizing in each maintenance window is performed by dynamic algorithms, during the one or more maintenance windows.

18. A computerized-method conduct a staggered maintenance activity based on tenants' prioritization for tenants of a cloud-based Software as a Service (SaaS) platform contact-center, the computerized-method comprising:
in a cloud-computing environment that is Operating a SaaS-platform-contact-center for one or more tenants, said cloud-computing environment comprising a processor, a data store of one or more tenants, said processor is operating a Staggered-Maintenance-Activity (SMA) module, said SMA module comprising:
selecting a plurality of tenants from the d

Assignees

• Incontact Inc

Inventors

• Shetty Sanketh
• Kadu Swati
• Sawant Yuvraj

Classifications

• G06F16/119 Primary

  Details of migration of file systems (migration mechanisms in storage systems G06F3/0647) · CPC title

• G06F16/214

  Database migration support · CPC title

• G06Q10/06312 Primary

  Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling · CPC title

• G06Q10/20

  Administration of product repair or maintenance · CPC title

• H04L67/10

  in which an application is distributed across nodes in the network (software deployment G06F8/60; multiprogramming arrangements G06F9/46) · CPC title