Live monitoring to trigger automation in administering coaching

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 agent instances to service the incoming communications;
• determining, by the one or more processors and based on a specification, the one or more agent instances on the end-user network, 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 one or more agent instances;
• and
• delivering, by the one or more processors and to the one or more agent instances, one or more coaching sessions.

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 tasks 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, the one or more agent instances on the end-user network, 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 one or more agent instances;
• and
• delivering, to the one or more agent instances, one or more coaching sessions.