Abstract: Described herein is a presence service for a cloud-based contact center platform that is designed to facilitate communications between customers and agents over a variety of communication channels. The presence service is designed with a two-layer architecture. A first layer uses a highly scalable, low latency memory cache to store a high volume of message-related data for tracking the temporal connectivity status of agents. When a connection status change is detected for an agent, the first layer publishes an event message to a queue of a distributed streaming message service. The second layer receives and processes the message to update the online/offline status of the agent in a system of record.

Abstract: A method of integrating communication data and user data is disclosed. A data object corresponding to a user is generated. The generating includes identifying a reference to communication information pertaining to the user and identifying a reference to user information pertaining to the user. The communication information is managed by a first system. The user information is managed in a second system. Based on a receiving of a request via an API, the data object is used to access a subset of the user information and a subset of the communication information. The subset of the user information and the subset of the communication information are identified in one or more parameters of the API. The subset of the user information and the subset of the communication information is provided for presenting together in a user interface of a client device.

Abstract: Described herein is a cloud-based omnichannel customer interaction service, also referred to as a contact center service, that deploys an improved data model for capturing customer interaction data. From the data model, a database schema is instantiated to include a set of related database tables. The arrangement and relationship of the data and the database tables improves the functioning of the contact center service in a variety of ways, to include seamless concurrent communications between customer and agent across multiple channels, and seamless transitions between agents, who can be added to a customer interaction with relative ease.

Abstract: An omni-channel adapter receives a request to create a communication session for a customer. Based on the request, the omni-channel adapter selects a channel-specific orchestrator. The request is modified, or a new request is generated, to suit the selected channel-specific orchestrator. The channel-specific request is sent to the channel-specific orchestrator. In response, the channel-specific orchestrator creates the communication session. Further communications between the customer and the channel-specific orchestrator may also be intermediated by the omni-channel adapter, which may maintain state information about the communication session. For example, a unique identifier may be generated by the omni-channel adapter or the channel-specific orchestrator for the communication session. A request by the customer to add an additional device to the communication session may include the identifier of the session.

Abstract: An omni-channel adapter receives a request to create a communication session for a customer. Based on the request, the omni-channel adapter selects a channel-specific orchestrator. The request is modified, or a new request is generated, to suit the selected channel-specific orchestrator. The channel-specific request is sent to the channel-specific orchestrator. In response, the channel-specific orchestrator creates the communication session. Further communications between the customer and the channel-specific orchestrator may also be intermediated by the omni-channel adapter, which may maintain state information about the communication session. For example, a unique identifier may be generated by the omni-channel adapter or the channel-specific orchestrator for the communication session. A request by the customer to add an additional device to the communication session may include the identifier of the session.

Abstract: A method of processing one or more interactions using a timeline is disclosed. Data pertaining to a plurality of omnichannel interactions is stored in a timeline record in real-time when each of the plurality of interactions occurs. Each of the plurality of interactions is associated with one or more topics and an identifier of an end customer. A request for a subset of the data that corresponds to an additional interaction of the end customer is received via an API. The subset identified in one or more parameters of the API. In response to the request, the subset of the data is provided for surfacing in a graphical user interface such that one or more representatives can make a determination of whether to accept an invitation to process the additional interaction.

Abstract: A method of intelligently handling routing requests in a computerized customer engagement environment is disclosed. Access to an API for processing a routing request in the customer engagement environment is provided. The API includes a handler for the routing request. The handler includes parameters for specifying a routing attribute and a proficiency. The proficiency corresponds to the routing attribute. The routing attribute and the proficiency are received via the parameters of the handler. An agent in the customer engagement environment is recommended to invite to a channel associated with the routing request. The recommending is based on a matching of the agent to the routing attribute and the proficiency corresponding to the routing attribute.

Abstract: A method of managing a set of interactions associated with one or more computerized systems is disclosed. An API for managing an interaction detail record associated with an interaction of the set of interactions is provided. Based on one or more parameters being received from one or more client systems of a plurality of client systems via one or more event handlers, updating of one or more values of one or more user-defined attributes stored in the interaction detail record is performed. Based on the performing of the updating of the one or more values of the one or more user-defined attributes, one or more event handlers for providing the one or more values of the one or more user-defined attributes to the one or more client systems are invoked.

Abstract: An omni-channel adapter receives a request to create a communication session for a customer. Based on the request, the omni-channel adapter selects a channel-specific orchestrator. The request is modified, or a new request is generated, to suit the selected channel-specific orchestrator. The channel-specific request is sent to the channel-specific orchestrator. In response, the channel-specific orchestrator creates the communication session. Further communications between the customer and the channel-specific orchestrator may also be intermediated by the omni-channel adapter, which may maintain state information about the communication session. For example, a unique identifier may be generated by the omni-channel adapter or the channel-specific orchestrator for the communication session. A request by the customer to add an additional device to the communication session may include the identifier of the session.

Abstract: A method of implementing a customer-defined workflow to resolve an issue of an end customer is disclosed. Access to an API for creating one or more revisions of a workflow is provided. Each of the one or more revisions defines a flow through an environment for a customer. One or more revisions of the workflow are created based on a calling of the API for the creating of the one or more revisions of the workflow. Access to an API for managing executions of the one or more revisions of the workflow is provided. The API for managing the executions including functions for triggering a new execution of the one or more revisions of the workflow and getting a list of executions associated with the one or more revisions of the workflow. The new execution of the one or more revisions is executed or the list of executions is provided based on a calling of the function for triggering the new execution or a calling of the function for getting the list of executions.

Abstract: A system and method can support smart buffer management in a distributed data grid. A buffer manager in the distributed data grid can provide a plurality of buffers in a buffer pool in the distributed data grid, wherein the plurality of buffers are arranged in different generations and each buffer operates to contain one or more objects. The buffer manager can prevent a garbage collector from directly recycling the memory associated with each individual object in the buffer pool, and can allow the garbage collecting of one or more objects in one or more buffers in a particular generation to be performed together.

Abstract: A system and method can provide a flexible buffer management interface in a distributed data grid. The buffer manager in the distributed data grid can receive a request from a requester for a buffer in the distributed data grid, wherein the request contains at least one parameter that provides an indication on the size of the requested buffer. Then, the buffer manager can allocate a buffer based on the indication in the request and provide the allocated buffer to the requester, wherein an actual size of the buffer is determined by the buffer manager.

Abstract: A system and method can provide a flexible buffer management interface in a distributed data grid. The buffer manager in the distributed data grid can receive a request from a requester for a buffer in the distributed data grid, wherein the request contains at least one parameter that provides an indication on the size of the requested buffer. Then, the buffer manager can allocate a buffer based on the indication in the request and provide the allocated buffer to the requester, wherein an actual size of the buffer is determined by the buffer manager.

Abstract: A system and method can support smart buffer management in a distributed data grid. A buffer manager in the distributed data grid can provide a plurality of buffers in a buffer pool in the distributed data grid, wherein the plurality of buffers are arranged in different generations and each buffer operates to contain one or more objects. The buffer manager can prevent a garbage collector from directly recycling the memory associated with each individual object in the buffer pool, and can allow the garbage collecting of one or more objects in one or more buffers in a particular generation to be performed together.