Live-monitoring of agent instances in a contact center network

A computer-implemented method for managing a contact center having agent instances, the 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 that includes the contact center, wherein the management network has computing resources dedicated to the end-user network, wherein the one or more servers include a communication distributor server operable to:
• (i) receive incoming communications from customers, and (ii) assign one or more of the agent instances to service the incoming communications from the customers;
• determining, based on a specification, operations to be performed by the one or more servers, wherein the specification is defined via a graphical user interface (GUI) by an administrator associated with the end-user network and comprises logical directives, each logical directive of the logical directives containing conditions that, if satisfied by the received data, define the operations;
• and
• providing, to the one or more servers, the operations, wherein the operations include changing a state of a particular agent instance of the agent instances, modifying an assigned schedule for the particular agent instance, or modifying an assigned queue of the particular agent instance.

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 that includes a contact center, wherein the management network has computing resources dedicated to the end-user network, wherein the contact center contains agent instances, and wherein the one or more servers include a communication distributor server operable to:
• (i) receive incoming communications from customers, and (ii) assign one or more of the agent instances to service the incoming communications from the customers;
• determining, based on a specification, operations to be performed by the one or more servers, wherein the specification is defined via a graphical user interface (GUI) by an administrator associated with the end-user network and comprises logical directives, each logical directive of the logical directives containing conditions that, if satisfied by the received data, define the operations;
• and
• providing, to the one or more servers, the operations, wherein the operations include changing a state of a particular agent instance of the agent instances, modifying an assigned schedule for the particular agent instance, or modifying an assigned queue of the particular agent instance.