Granted Patent B1

US 8,767,947 · App. 13/689,753 · Granted Jul 1, 2014

Inventors: Herbert Willi Artur Ristock (Walnut Creek, CA); Bob Pigott (Prairie Village, KS); Adam Rosen (San Francisco, CA)

Assignee: Genesys Telecommunications Laboratories, Inc.

Abstract

Claims (26)

1. A method for assessing impact of a rule change in a contact center, the method comprising:

configuring one or more parameters of the rule;

receiving a command to assess the rule;

retrieving a log of past interactions between end users and the contact center, wherein the log of past interactions reflects interactions prior to deployment of the rule;

processing one or more of the past interactions based on the rule;

simulating an outcome of the one or more past interactions based on a test scenario stored in a rules repository;

publishing the rule to the rules repository; and

deploying or not deploying the rule from the rules repository to a rules engine based on the simulating.

2. The method of claim 1 , wherein the log of past interactions comprises information about past interaction traffic, activated skills, and interaction handling time.

3. The method of claim 1 further comprising analyzing the log of past interactions to assess contact center efficiency.

4. The method of claim 1 further comprising determining a new rule change, wherein the new rule change adjusts a routing strategy for assigning work items.

5. The method of claim 4 , wherein the new rule change is based on the simulating and the contact center efficiency assessment.

6. A system for assessing impact of a rule change in a contact center, the system comprising:

one or more processors; and

one or more memory devices coupled to the one or more processors and storing program instructions, that, when executed by the one or more processors, cause the one or more processors to:

configure one or more parameters of the rule;

receive a command to assess the rule;

retrieve a log of past interactions between end users and the contact center, wherein the log of past interactions reflects interactions prior to deployment of the rule;

process one or more of the past interactions based on the rule;

simulate an outcome of the one or more past interactions based on a test scenario stored in a rules repository;

publish the rule to the rules repository; and

deploy or not deploy the rule from the rules repository to a rules engine based on the simulating.

7. The system of claim 6 , wherein the log of past interactions comprises information about past interaction traffic, activated skills, and interaction handling time.

8. The system of claim 6 , wherein the log of past interactions provides information for assessing contact center efficiency.

9. The system of claim 6 , wherein the rules system is configured to define a new rule change, wherein the new rule change adjusts a routing strategy for assigning work items.

10. The system of claim 9 , wherein the new rule change is based on the simulating and the contact center efficiency assessment.

Assignments (8)

Continuity (1)