GLOBAL LOGGING AND ANALYSIS SYSTEM

摘要

An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a contact center, map the decisions to one or more events for a contact center entity, and storing information about the event in a buffer associated with the contact center entity, the information stored in the buffer describing how the new decision affected the contact center entity.

主权项

1. A method, comprising:
determining that a work assignment engine in a contact center has made a new decision; mapping the new decision to an event for a first contact center entity; and storing information about the event in a first buffer associated with the first contact center entity, the information stored in the first buffer describing how the new decision affected the first contact center entity.