Incontact Inc.

Harshad Ambekar

Salil Dhawan

Swati Kadu

Ashadeepa Debnath

Yuvraj Sawant

A computerized-method to operate a feature-toggles-enablement associated with a product feature present under a release-plan, in a staggered manner, based on tenants' prioritization for tenants of a cloud-based Software as a contact-center Service (SaaS) platform. The computerized-method may be operating a Staggered-Feature-Enablement (SFE) module. The SFE module may include: selecting a plurality of tenants, for a feature-toggles-enablement associated with a product feature present under a release-plan; operating a tenant-tier-resolver model to determine a tier-level-value and feature toggle enablement-state, for each tenant of the selected plurality of tenants; operating a feature toggle enablement module to enable feature toggles associated with a product feature present under the release-plan for tenants based on the determined tenant's tier-level-value; and sending a notification with details of each feature-toggles-enablement to a corresponding tenant administrator, to be displayed via a display unit.

System and method for staggering feature enablement based on call center tenant attributes to control release impact

A computerized-method for service monitoring and rate limiting for a service for a request router in a SaaS-platform-contact-center is provided herein. When a service-monitoring-module for a microservice of the SaaS-platform-contact-center is operating and a request-router is in a throttle-mode for a service-of-the-microservice, operating a Tenants Prioritization (TP) module. The TP module includes: determining a tenant-tier-level having a determined quota-of-service-requests; receiving a degradation-level from the service-monitoring-module, for a preconfigured-period; reducing corresponding predefined total-number-of-allowed-requests by a first-threshold, when the degradation-level of the service-of-the-microservice has degraded by a second-threshold, during the preconfigured-period; increasing the corresponding predefined total-number-of-allowed-requests by the first-threshold, when the degradation-level of the service-of-the-microservice has improved by the second-threshold, during the preconfigured period; and instructing the request-router to get out of throttle-mode for the service-of-the-microservice, when the degradation-level of the service-of-the-microservice has improved by the second-threshold during the preconfigured period and there is an indication that the service-of-the-microservice has been degraded.

System and method for prioritizing tenants for a service for a request router in a cloud-based software as a service (SaaS) platform contact-center

A computerized-method for prioritizing tenants for a service for a request-router in a cloud-based Software-as-a-Service-platform contact-center, is provided herein. When a service-monitoring module for a microservice is operating and a request-router is in a throttle-mode for each service of the microservice, the computerized-method may be operating a Tenants-Prioritization (TP) module for each tenant. The TP module may include: (i) receiving a degradation-level (ii) periodically pulling data from an Automatic-Call-Distribution system to calculate agent-activity-levels and call-queue-size; (iii) maintaining the calculated agent-activity-levels, calculated call-queue-size, tenant-trend-indicator and a preconfigured account-impact-score of the tenant; (iv) determining a tenant-tier-level based on a calculated Tenant-Request-Prioritization score; and (v) providing the tenant-tier-level and a number-of-allowed-requests per tenant-tier-level to the request-router, to provide the service to the tenant and other tenants having the determined tier-level, in a preconfigured time-window, based on the tenant tier-level and the number of allowed requests per tenant tier-level.

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Pune, India

Harshad Ambekar