System and method for monitoring health of deployment states for a contact center

Patent metadata

Field	Value
Publication number	US-9325844-B2
Application number	US-201414582164-A
Country	US
Kind code	B2
Filing date	Dec 23, 2014
Priority date	Sep 12, 2012
Publication date	Apr 26, 2016
Grant date	Apr 26, 2016

Abstract

A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

First claim

The invention claimed is:

1. A method for monitoring deployment states of a contact center, the method comprising:
capturing, by a processor, deployment data corresponding to a first deployment state;
storing, by the processor, the deployment data corresponding to the first deployment state;
migrating, by the processor, a state of the contact center from the first deployment state to a second deployment state;
monitoring, by the processor, health of the second deployment state; and
taking an action by the processor for moving the state of the contact center to a healthy state in response to determining that the second deployment state is an unhealthy state.

2. The method of claim 1 further comprising:
monitoring and collecting, by the processor, contact center operation data;
detecting, by the processor, in response to the monitoring, a detected condition relating to the contact center operation data; and
dynamically adjusting, by the processor, at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

3. The method of claim 1 , wherein the monitoring includes monitoring a condition including at least one of call abandonment rate, average handle time, customer satisfaction, service levels, or agents' occupancy.

4. The method of claim 3 , wherein the determining that the second deployment state is an unhealthy state includes comparing the condition to one or more threshold values.

5. The method of claim 1 further comprising:
storing, by the processor, the health of the second deployment state in association with the second deployment state.

6. The method of claim 1 , wherein the action taken by the processor is reverting to the first deployment state in accordance with the deployment data corresponding to the first deployment state.

7. The method of claim 1 , wherein the action taken by the processor is executing a troubleshooting application to determine a cause for the unhealthy state.

8. A system for monitoring deployment states of a contact center, the system comprising:
a processor; and
a memory storing program instructions thereon that, when executed by the processor, cause the processor to:
capture deployment data corresponding to a first deployment state;
store the deployment data corresponding to the first deployment state;
migrate a state of the contact center from a first deployment state to a second deployment state;
monitor a health of the second deployment state; and
take an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is an unhealthy state.

9. The system of claim 8 , wherein the memory further stores program instructions thereon that, when executed by the processor, cause the processor to:
monitor and collect contact center operation data;
detect, in response to the monitoring, a detected condition relating to the contact center operation data; and
dynamically adjust at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

10. The system of claim 8 , wherein the memory further stores program instructions thereon that, when executed by the processor, cause the processor to monitor the health of the second deployment state by:
monitoring a condition including at least one of call abandonment rate, average handle time, customer satisfaction, service levels, or agents' occupancy.

11. The system of claim 10 , wherein the memory further stores program instructions thereon that, when executed by the processor, cause the processor to determine that the second deployment state is an unhealthy state by comparing the condition to one or more threshold values.

12. The system of claim 8 , wherein the memory further stores program instructions thereon that, when executed by the processor, cause the processor to store the health of the second deployment state in association with the second deployment state.

13. The system of claim 8 , wherein the action comprises reverting to the first deployment state in accordance with the deployment data corresponding to the first deployment state.

14. The system of claim 8 , wherein the action comprises executing a troubleshooting application to determine a cause for the unhealthy state.

Assignees

• Genesys Telecomm Lab Inc

Inventors

• Ristock Herbert Willi Artur
• Zhakov Vyacheslav
• Makagon Petr

Classifications

• H04M3/51

  Centralised call answering arrangements requiring operator intervention {, e.g. call or contact centers for telemarketing} · CPC title

• H04M2203/408

  Customer-specific call routing plans · CPC title

• H04M2201/54

  Object oriented software · CPC title

• H04M2203/355

  Interactive dialogue design tools, features or methods · CPC title

• H04M3/523

  with call distribution or queueing · CPC title