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SCALABLE APPROACH TO AGENT-GROUP STATE MAINTENANCE IN A CONTACT CENTER
SCALABLE APPROACH TO AGENT-GROUP STATE MAINTENANCE IN A CONTACT CENTER
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机译:联系中心中代理商组状态维护的可扩展方法
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摘要
A system and method for aggregating state information in a contact center. Agent-owner nodes aggregate state information for the agents they own, and, upon request from a client-side adapter, provide partial agent-group state information to the client side adapter. The client-side adapter aggregates the partial agent-group state information to form full agent-group state information and provides this full agent-group state information to clients upon request.
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