Design (LLD) Call Center - Machine Coding
3 min read
To design a low-level design (LLD) for a call center system, you will need to consider the following aspects:
Functional requirements: Determine the functionalities that the call center system should provide, such as answering incoming calls, routing calls to the appropriate agent, tracking call metrics, and providing reporting and analytics.
Non-functional requirements: Consider the non-functional requirements of the system, such as performance, scalability, reliability, security, and maintainability.
System architecture: Design the overall architecture of the system, including the components and their interactions. For example, you may choose to use a microservices-based architecture, with separate components for handling calls, routing, and analytics.
Data model: Design the data model for storing information about calls, agents, and other relevant entities. This may include tables in a database or a data store such as a NoSQL database.
API design: Design the APIs that the system will expose to allow other components or systems to interact with it. This may include APIs for handling calls, routing, and fetching analytics data.
Implementation details: Consider the specific technologies and tools that you will use to implement the system, such as programming languages, libraries, and frameworks.
Testing and deployment: Plan how you will test and deploy the system, including any necessary integration and acceptance testing, and consider how you will handle updates and maintenance.
We will use a relational database to store information about calls, agents, and other relevant entities. The database will have the following tables:
calls: This table will store information about each call, such as the caller's phone number, the start and end time of the call, and the agent who handled the call.
agents: This table will store information about each agent, such as their name, availability status, and skillset.
skills: This table will store information about the different skills that agents may possess, such as language proficiency or product knowledge.
call_routes: This table will store information about how calls are routed to agents, including the rules for matching calls to agents based on their skills and availability.
**API design** The call center system will expose the following APIs: * `/calls`: This API will allow clients to create, retrieve, update, and delete calls. * `/agents`: This API will allow clients to create, retrieve, update, and delete agents. * `/skills`: This API will allow clients to create, retrieve, update, and delete skills. * `/call_routes`: This API will allow clients to create, retrieve, update, and delete call routing rules. **Implementation details** We will implement the call center system using the following technologies: * The server will be written in Python using the Flask framework. * The database will be PostgreSQL. * We will use the SQLAlchemy library to interact with the database from the server. More Coming Soon
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