The Design And Implementation Of XStateServer And LogAnalyzer System In Cloud Contact Center

With the rapid development of cloud computing technology and mobile Internet technology,the call center is gradually transitioning to the cloud contact center.The cloud contact center is more abundant in its access type and access channel than the traditional call center,which include audio,video and messaging communication and can also access to We Chat,Weibo,APP and the other mobile internet platforms.Because of this the cloud contact is faced with two new challenges in its design and implementation: 1.As the media type and access channels continue to expand,the types of the system business data is increasing and the calculation pace of it is accelerating,which greatly increases the complexity of the business data and presents a higher demand for processing the data in terms of real-time;2.As the system business module continues to grow and the range of nodes distributed by the module continues to increases,the system needs to be real-time monitored in a more effective way,which can help the developers and the testers of the system to debug system,locate system faults and analyze running statistics.In order to maintain the business data of cloud contact center,this paper designs and implements XState Server.XState Server is a business system of the cloud contact center,which is responsible for maintaining real-time business data related to agents in the system.The design and implementation of the XState Server are introduced in detail from the perspective of functional modules in the paper.Firstly,the communication module is introduced,which includes the complete message access flow and the format definition of messages.Secondly,the statistics calculation module is introduced.This module designs and implements a calculator class for each type of the statistics and greatly enhances the flexibility of the agent business data in the maintenance through the configuration of the real-time status indicator and statistics indicators.Finally,the route request module is introduced,which includes the complete routing request processing flow and the design and implementation of routing strategies.In order to monitor the cloud contact center in real-time,this paper designs and implements a log analysis system called Log Analyzer based on the system log.Log Analyzer is based on the open source log analysis platform Elastic Stack and the streaming platform Kafka and it includes three functional modules: log collection module,log stream processing module and log query module.For the log collection module,this paper introduces its configuration information and collection flow in detail,and gives an example of the format change of logs during collection process.In order to help the relevant personnel to monitor the running status of the system more intuitively and to locate the fault more quickly and effectively,this paper presents a new way of system monitoring and fault location based on the session-event sequence diagram and the session sequence diagram and elaborates the design and implementation process of it in the introduction of the log steaming process module.Finally,the log query module is introduced.This paper introduces the log query APIs in detail with examples,and shows log aggregation graphs of the Kibana platform.After the introduction of the detailed design and implementation of each system,this paper performs functional tests and performance tests on the system,which ensures that the system meets the expected design and use requirements...