System, method, and apparatus for determining effectiveness of advanced call center routing algorithms

摘要

A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, simultaneously execute two different work assignment algorithms on the same work flow either in real-time as the work flow is received or in a simulation environment. The differences in the way that each work assignment algorithm handles the same work flow are compared and contrasted to help describe the differences in the work assignment algorithms.

主权项

1. A method, comprising:
providing a first work flow to a first work assignment algorithm; providing the first work flow to a second work assignment algorithm; analyzing, by a microprocessor executable behavior analysis module, a contact center behavior in response to the first work assignment algorithm processing the first work flow; analyzing, by the microprocessor executable behavior analysis module, the contact center behavior in response to the second work assignment algorithm processing the first work flow; and based on the analysis of the contact center behavior in response to both the first and second work assignment algorithms processing the first work flow, identifying, by the microprocessor executable behavior analysis module, at least one discrete point in time where the first work assignment algorithm performs an adaptive function and the second work assignment algorithm does not perform the adaptive function, wherein the adaptive function, when performed, prevents violation, by the contact center, of a performance objective that would be violated by the contact center in the absence of performance of the adaptive function.