METHOD, APPARATUS, AND SYSTEM FOR PROVIDING HEALTH MONITORING EVENT ANTICIPATION AND RESPONSE

摘要

A contact center is described along with various methods and mechanisms for administering the same. In particular, the contact center may be configured to execute a work assignment engine and the contact center may also contain a health monitoring module that is configured to monitor events in the work assignment engine, compare the monitored events with a grammar defining expected events and an expected sequence of the expected events, and determine whether the work assignment engine is behaving appropriately based on the comparison.

主权项

1. A method of monitoring events in a computation system, the method comprising:
building a grammar that defines a series of events that can occur in the computation system as well as an expected order of the series of events; monitoring event flows in the computation system; comparing the monitored flows with the grammar; and based on the comparison of the monitored flows with the grammar, determining that an abnormal event or series of events has occurred in the computation system.