Microsoft Technology Licensing, LLC

David Wang

Salman Zafar

Dionicio A Avila

John King Fredrick Tait

Anil K Ruia

Bilal Alam

Erik B Olson

Jaroslav Dunajsky

Michael D Volodarsky

Prasanna Kumar Padmanabhan

Srinath Gomathinathan Ramasubramanian

A method for backfilling records dropped by a distributed node system during a transfer to an external database includes initially determining whether an attempt to transfer a data record failed or succeeded. In response to determining that the transfer succeeded, the data record is appended at its original location include a first transfer status identifier. In response to determining that the transfer failed, the data record is appended to include a second transfer status identifier and queued copy of the data record is created by copying the data record to a delayed re-try queue. The method further includes verifying that the transfer status identifier of the queued copy is identical to the transfer status identifier of a newest version of the data record within the distributed node system and, responsive to the verification, attempting a subsequent transfer of the queued copy of the data record to the external database.

Mechanism for backfilling records dropped during transfer from distributed node system

Non-limiting examples of the present disclosure describe insight-based routing that is used to improve processing of a service request through a help desk service. A request for support (e.g. technical support) can be received through a modality of a help desk service. The request is evaluated, where an evaluation of the request comprises analyzing an issue associated with the request as well as user-specific signal data associated with a customer and generating insights. A support agent is matched to the customer based on an evaluation of the request. The support agent is selected from a pool of support agents based on application of a model that analyzes support agent data in correlation with the generated insights. An interaction between the matched support agent and the customer may be initiated through a modality of the help desk service.

Insight based routing for help desk service

Non-limiting examples of the present disclosure describe insight-based routing that is used to improve processing during a communication of a help desk service. Real-time signal data is collected from a communication between a customer and a first support agent. The real-time signal data is evaluated to generate real-time insights for the communication. A determination is made as to whether the first needs assistance based on an evaluation of the real-time insights. A second support agent is identified to assist the first support agent based on a determination that the first support agent needs assistance. The second support agent is identified based on an application of a model that analyzes support agent data for a pool of support agents in correlation with the real-time insights. The second agent is then added to the communication to provide additional assistance in resolving a help desk case.

Routing during communication of help desk service

Methods are provided for utilizing a modular server architecture for processing requests for services, such as authorization and authentication, in a web server. The modular server architecture includes self-contained modular components that can be plugged in and out of the web server, as needed, to provide requested web services. The modular server architecture is also extensible in that it provides set of server APIs for processing requests for supporting built-in server functionality as well as functionality provided by third party modular components. The modular server architecture also supports the integration of request processing tasks for both native and managed modular components, such as ASP.NET modules, by virtue of a managed module host component. The modular server architecture also optimizes server performance by only providing modular component functionality when needed. By utilizing the modular server architecture, server functionality is extended, duplication of request processing tasks is eliminated and performance administrative overhead is reduced.

Modular server architecture for multi-environment HTTP request processing

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Issaquah, WA, United States of America

David Wang