A cloud agent processing method performed by a system comprising an agent server, an agent call center and an agent terminal, the method comprising: • receiving, by the agent server, a key operation instruction that is triggered by a user on an integrated key of the agent terminal (step 111); • generating, by the agent server, an agent function operating request corresponding to the key operation instruction (step 110); • sending, by the agent server, the agent function operating request to the agent call center (step 120); • processing, by the agent call center, the agent function operating request, thereby triggering the agent call center to send an agent function processing result to the agent server, and sending, by the agent call center, the agent function processing result to the agent server; • receiving, by the agent server, the agent function processing result sent by the agent call center (step 130); • determining, by the agent sever, whether the agent function processing result indicates a success, and if yes,, setting, by the agent server, a function state of the agent server, so that the function state of the agent server corresponds to the agent function operating request (step 140); • sending, by the agent server, a state setting indication to the agent terminal, thereby triggering the agent terminal to set a state of a key indicator of the integrated key of the agent terminal (step 150), wherein the sending, by the agent server, the state setting indication to the agent terminal, thereby triggering the agent terminal to set the state of the key indicator of the integrated key of the agent terminal comprises: ∘ sending, by the agent server, state setting information of the key indicator to the agent terminal; • setting, by the agent terminal, the state of the key indicator of the integrated key of the agent terminal. • receiving, by the agent server, a key operation instruction that is triggered by a user on an integrated key of the agent terminal (step 111); • generating, by the agent server, an agent function operating request corresponding to the key operation instruction (step 110); • sending, by the agent server, the agent function operating request to the agent call center (step 120); • processing, by the agent call center, the agent function operating request, thereby triggering the agent call center to send an agent function processing result to the agent server, and sending, by the agent call center, the agent function processing result to the agent server; • receiving, by the agent server, the agent function processing result sent by the agent call center (step 130); • determining, by the agent sever, whether the agent function processing result indicates a success, and if yes,, setting, by the agent server, a function state of the agent server, so that the function state of the agent server corresponds to the agent function operating request (step 140); • sending, by the agent server, a state setting indication to the agent terminal, thereby triggering the agent terminal to set a state of a key indicator of the integrated key of the agent terminal (step 150), wherein the sending, by the agent server, the state setting indication to the agent terminal, thereby triggering the agent terminal to set the state of the key indicator of the integrated key of the agent terminal comprises: ∘ sending, by the agent server, state setting information of the key indicator to the agent terminal; ∘ sending, by the agent server, state setting information of the key indicator to the agent terminal; • setting, by the agent terminal, the state of the key indicator of the integrated key of the agent terminal.