Zendesk, Inc.
MAINTAINING STATUS INFORMATION FOR CUSTOMER-SUPPORT AGENTS ACROSS MULTIPLE CHANNELS

Abstract:

The disclosed embodiments relate to a system that maintains status information for customer-service agents in an online customer-support system. During operation, the system receives a request to update status information for a customer-service agent, wherein the request is received at an agent status keeper (ASK) service that provides a centralized repository for status information for customer-service agents, which can be accessed from multiple channels associated with separately siloed products. In response to the request, the system sends a message corresponding to the request to an inbox for an agent actor that operates on status information for the customer-service agent. While processing the message, the agent actor validates an assumed version number for the request. If the validation is successful, the agent actor commits the update by persisting one or more events produced by processing the request, and also publishes the one or more events to an associated publish/subscribe channel.