US-20260129035-A1 - UNIFIED AGENT CONTROL OF MULTIPLE PLATFORMS

US20260129035A1US 20260129035 A1US20260129035 A1US 20260129035A1US-20260129035-A1

Abstract

Systems and techniques may generally be used to receive, at a server, from an agent device of an agent, a first login request to access a first routing platform separate from the server. An example technique may include authenticating the agent device, requesting a first session start with the first routing platform, receiving, from the first routing platform, a first response, and sending to the agent device a first indication that the first login is complete. The example technique may include receiving, from the agent device, a second login request to access a second routing platform separate from the server and separate from the first routing platform, requesting a second session start with the second routing platform, receiving, from the second routing platform, a second response to the second session start request, and sending, to the agent device, a second indication that the second login is complete.

Inventors

Haroon Rasheed Maitheen
Srinivasa Gupta Vudathv
Selva Karthik Gantharuban

Assignees

WELLS FARGO BANK, N.A.

Dates

Publication Date: 20260507
Application Date: 20241101

Claims (20)

1 . A method comprising: receiving, at a server, from an agent device of an agent, a first login request to access a first routing platform separate from the server; authenticating, using a security service at the server, the agent device based on the first login request; requesting, via the server, a first session start with the first routing platform using a first authentication token based on authenticating the agent device; receiving, from the first routing platform, a first response to the first session start request including a session identifier corresponding to a session between the agent device and the first routing platform; in response to receiving the first response, sending, using an agent control service, to the agent device, a first indication that the first login is complete including the session identifier; receiving, from the agent device, a second login request to access a second routing platform separate from the server and separate from the first routing platform; requesting, via the server, a second session start with the second routing platform using a second authentication token; receiving, from the second routing platform, a second response to the second session start request including a second session identifier corresponding to a session between the agent device and the second routing platform; and in response to receiving the second response, sending, to the agent device, a second indication that the second login is complete including the second session identifier.
2 . The method of claim 1 , wherein the second authentication token is the first authentication token.
3 . The method of claim 1 , wherein requesting the second session start with the second routing platform includes requesting the second session start with the second routing platform without reauthenticating the agent device.
4 . The method of claim 1 , wherein requesting the second session start with the second routing platform includes logging the agent device out of the first platform before requesting the second session start with the second routing platform.
5 . The method of claim 1 , wherein the first routing platform and the second routing platform have a different technology type from each other, the technology type of each including at least one of an automatic call distribution (ACD), an omni-channel routing, an artificial intelligence (AI) powered routing, a skills-based routing, an interactive voice response (IVR) routing, workforce management integration, or real-time adaptive routing.
6 . The method of claim 1 , further comprising: in response to sending the second indication that the second login is complete, receiving, at the server, from the agent device, a request to an event listener registration between the agent device and the second routing platform; requesting, via the server, the event listener registration with the second routing platform using a communication protocol; receiving, from the second routing platform, a communication protocol handshake with the second routing platform response; and in response to receiving the communication protocol handshake with the second routing platform response, sending a fourth indication to the agent device that the event listener between the agent device and the second routing platform is complete, wherein completing an event listener includes monitoring the second routing platform for an incoming event and executing an associated code when the incoming event is triggered, the incoming event including an inbound call.
7 . The method of claim 6 , further comprising: receiving, from the agent device, a request to change an agent state of the agent to ready for reacting to incoming events at the second routing platform; sending, to the second routing platform, a request to update the agent state to ready; receiving, from the second routing platform, a response including an agent state status; sending, to the agent device, a fifth indication that the change of the agent state to ready is complete including the agent state status; receiving an inbound call event from the second routing platform; and in response to receiving the inbound call, sending, to the agent device, the inbound call event of an end user occurring at the second routing platform.
8 . The method of claim 7 , further comprising: receiving an answer call request from the agent device; sending the answer call request to the second routing platform; in response to sending the answer call request, receiving a call established event from the second routing platform; and in response to receiving the call established event, establishing a call between the agent device and the end user.
9 . The method of claim 1 , further comprising: receiving, at the server, from a second agent device of a second agent, a third login request to access the first routing platform; authenticating, using the security service at the server, the second agent device based on the third login request; requesting, via the server, a third session start with the first routing platform using a third authentication token based on authenticating the second agent device; receiving, from the first routing platform, a third response to the third session start request including a third session identifier corresponding to a session between the second agent device and the first routing platform; and in response to receiving the third response, sending, to the second agent device, a sixth indication that the third login is complete including the third session identifier.
10 . A system comprising: processing circuitry; and memory comprising instructions, which when executed by the processing circuitry configure the processing circuitry to perform operations comprising: receiving, at a server, from an agent device of an agent, a first login request to access a first routing platform separate from the server; authenticating, using a security service at the server, the agent device based on the first login request; requesting, via the server, a first session start with the first routing platform using a first authentication token based on authenticating the agent device; receiving, from the first routing platform, a first response to the first session start request including a session identifier corresponding to a session between the agent device and the first routing platform; in response to receiving the first response, sending, using an agent control service, to the agent device, a first indication that the first login is complete including the session identifier; receiving, from the agent device, a second login request to access a second routing platform separate from the server and separate from the first routing platform; requesting, via the server, a second session start with the second routing platform using a second authentication token; receiving, from the second routing platform, a second response to the second session start request including a second session identifier corresponding to a session between the agent device and the second routing platform; and in response to receiving the second response, sending, to the agent device, a second indication that the second login is complete including the second session identifier.
11 . The system of claim 10 , wherein the second authentication token is the first authentication token.
12 . The system of claim 10 , wherein the operations further include requesting the second session start with the second routing platform includes requesting the second session start with the second routing platform without reauthenticating the agent device.
13 . The system of claim 10 , wherein the operations further include requesting the second session start with the second routing platform includes logging the agent device out of the first platform before requesting the second session start with the second routing platform.
14 . The system of claim 10 , wherein the operations further include: receiving, at the server, from a second agent device of a second agent, a third login request to access the first routing platform; authenticating, using the security service at the server, the second agent device based on the third login request; requesting, via the server, a third session start with the first routing platform using a third authentication token based on authenticating the second agent device; receiving, from the first routing platform, a third response to the third session start request including a third session identifier corresponding to a session between the second agent device and the first routing platform; and in response to receiving the third response, sending, to the second agent device, a sixth indication that the third login is complete including the third session identifier.
15 . A non-transitory machine-readable medium comprising instructions, which when executed by processing circuitry, configure the processing circuitry to perform operations comprising: receiving, at a server, from an agent device of an agent, a first login request to access a first routing platform separate from the server; authenticating, using a security service at the server, the agent device based on the first login request; requesting, via the server, a first session start with the first routing platform using a first authentication token based on authenticating the agent device; receiving, from the first routing platform, a first response to the first session start request including a session identifier corresponding to a session between the agent device and the first routing platform; in response to receiving the first response, sending, using an agent control service, to the agent device, a first indication that the first login is complete including the session identifier; receiving, from the agent device, a second login request to access a second routing platform separate from the server and separate from the first routing platform; requesting, via the server, a second session start with the second routing platform using a second authentication token; receiving, from the second routing platform, a second response to the second session start request including a second session identifier corresponding to a session between the agent device and the second routing platform; and in response to receiving the second response, sending, to the agent device, a second indication that the second login is complete including the second session identifier.
16 . The non-transitory machine-readable medium of claim 15 , wherein the second authentication token is the first authentication token.
17 . The non-transitory machine-readable medium of claim 15 , wherein the operations further include requesting the second session start with the second routing platform includes requesting the second session start with the second routing platform without reauthenticating the agent device.
18 . The non-transitory machine-readable medium of claim 15 , wherein the operations further include requesting the second session start with the second routing platform includes logging the agent device out of the first platform before requesting the second session start with the second routing platform.
19 . The non-transitory machine-readable medium of claim 15 , wherein the first routing platform and the second routing platform have a different technology type from each other, the technology type of each including at least one of an automatic call distribution (ACD), an omni-channel routing, an artificial intelligence (AI) powered routing, a skills-based routing, an interactive voice response (IVR) routing, workforce management integration, or real-time adaptive routing.
20 . The non-transitory machine-readable medium of claim 15 , wherein the operations further include: receiving, at the server, from a second agent device of a second agent, a third login request to access the first routing platform; authenticating, using the security service at the server, the second agent device based on the third login request; requesting, via the server, a third session start with the first routing platform using a third authentication token based on authenticating the second agent device; receiving, from the first routing platform, a third response to the third session start request including a third session identifier corresponding to a session between the second agent device and the first routing platform; and in response to receiving the third response, sending, to the second agent device, a sixth indication that the third login is complete including the third session identifier.

Description

BACKGROUND Contact centers are widely used in many industries. For example, a customer may call to a call center of a customer service and be connected to an agent. In order to route the call from the customer to the agent, the contact center uses an interaction routing system. A contact center having more than one interaction routing platform needs to establish independent integration with each interaction routing platform. Also, an agent of the contact center having more than one interaction routing platform needs to be trained to handle the unique interactions of each routing platform (e.g., the agent uses an application to interact with each routing platform). BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS In the drawings, which are not necessarily drawn to scale, like numerals may describe similar components in different views. Like numerals having different letter suffixes may represent different instances of similar components. The drawings illustrate generally, by way of example, but not by way of limitation, various embodiments discussed in the present document. FIG. 1 is a schematic diagram of components of a unified agent control system according to some examples. FIG. 2-3 illustrate flowcharts showing a workflow that may be executed, for example, in the environment of FIG. 1, according to some examples. FIG. 4 illustrates a unified agent control interface including a selectable agent control activity button and an interaction control activity button, in accordance with some examples. FIG. 5 illustrates a flowchart showing a technique for using a unified agent control interface, in accordance with some examples. FIG. 6 is a block diagram of a machine upon which any one or more of the techniques discussed herein may perform, in accordance with some examples. DETAILED DESCRIPTION The systems and techniques described herein provide a user (e.g., an agent) with a seamless interaction with a unified agent control interface while connecting across multiple routing platforms. For example, a user may be unaware of which routing platform is being used after logging into the unified agent control interface. The systems and techniques described herein may use a single user interface to control more than one interaction routing platform based on different technologies for call control and agent control. The single user interface may preserve functionality (e.g., data translation) of the underlying platform for a seamless customer service experience. The systems and techniques described herein improve user experience (e.g., an agent, a plurality of agents) by making user interaction seamless across two or more routing platforms independent from each other. For example, each supported platform may have a similar or different kind of technology (e.g., Five9®, Genesys Cloud CX™, Cisco®, Nice inContact®, Amazon Connect®). The systems and techniques described herein provide a common framework to handle interactions (e.g., voice call, email, chat), via two or more varied interaction routing platforms, delivered to a user interface at an agent device. FIG. 1 illustrates a schematic diagram 100 of components of a unified agent control system. The schematic diagram 100 may be used for exchanging data across multiple routing platforms in accordance with various embodiments. The schematic diagram 100 includes an agent device 102, an integration services server 108, and two or more routing platforms (e.g., a first routing platform 116, a second routing platform 118, an n routing platform 120) separate from each other and separate from the integration services server 108. The unified agent control system may include two or more routing platforms (e.g., a first routing platform 116, a second routing platform 118, an n routing platform 120). Each routing platform of the two or more routing platforms may be based on a different technology (e.g., an intelligent call routing, an omnichannel routing, an AI-powered routing, a skills-based routing, a queue management routing, an interactive voice response (IVR) routing, workforce management integration, or real-time adaptive routing). Each routing platform of the two or more routing platforms may include a respective protocol stack or method (e.g., a protocol or method for initiating a call, sending a message, updating an agent status, etc.) within a common framework 106. A protocol stack may include a layered set of communication protocols (e.g., WebSocket, Hypertext Transfer Protocol (HTTP), Hypertext Transfer Protocol (HTTPS), WebRTC) used to implement a full range of networking functionality. A method may be provided by the common framework 106 (e.g., a framework including a JavaScript SDK) to encapsulate the protocol (e.g., authentication and session handling, an event listener for various Contact Center as a Service (CCaaS) events, media handling, data exchange methods for chat or other real-time features), including an Application Programming Interface (API). In or