WORKLOAD DISTRIBUTION WITH RESOURCE AWARENESS

摘要

Embodiments of the present invention are directed to a method for assessing impact of a rule change in a contact center. The method includes 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; and deploying the rule or not to a rules engine based on the simulating.