Live monitoring with most valuable action to trigger automation

A computer-implemented method comprising:

• receiving, by one or more processors disposed within a management network, data associated with processes of one or more servers contained in an end-user network, wherein the management network has computing resources dedicated to the end-user network, wherein the end-user network contains agent instances, and wherein the one or more servers are operable to:
• (i) receive incoming communications, and (ii) assign one or more of the agent instances to service the incoming communications,
• determining, based on a specification, candidate operations to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises logical directives, each logical directive of the logical directives involving conditions that, if satisfied by the received data, define the candidate operations;
• determining action values for each of the candidate operations;
• selecting, based on the action values, a set of highest value operations from the candidate operations;
• and
• providing, to the one or more servers, the set of highest value operations.

An article of manufacture including a non-transitory computer-readable medium, having stored thereon program instructions that, upon execution by one or more processors disposed within a management network, cause the one or more processors to perform operations comprising:

• receiving data associated with processes of one or more servers contained in an end-user network, wherein the management network has computing resources dedicated to the end-user network, wherein the end-user network contains agent instances, and wherein the one or more servers are operable to:
• (i) receive incoming communications, and (ii) assign one or more agent instances to service the incoming communications;
• determining, based on a specification, candidate operations to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises logical directives, each logical directive of the logical directives involving conditions that, if satisfied by the received data, define the candidate operations;
• determining action values for each of the candidate operations;
• selecting, based on the action values, a set of highest value operations from the candidate operations;
• and
• providing, to the one or more servers, the set of highest value operations.