System and method for testing and deploying rules
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorsHerbert Willi Artur Ristock, Bob Pigott, Adam Rosen
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Abstract
Embodiments of the present invention are directed to a method for assessing impact of a rule change in a contact center. The method includes configuring one or more parameters of the rule; receiving a command to assess the rule; retrieving a log of past interactions between end users and the contact center, wherein the log of past interactions reflects interactions prior to deployment of the rule; processing one or more of the past interactions based on the rule; simulating an outcome of the one or more past interactions; and deploying the rule or not to a rules engine based on the simulating.
Claims10
A method for assessing impact of a rule change in a contact center, the method comprising:
- configuring one or more parameters of the rule;
- receiving a command to assess the rule;
- retrieving a log of past interactions between end users and the contact center, wherein the log of past interactions reflects interactions prior to deployment of the rule;
- processing one or more of the past interactions based on the rule;
- simulating an outcome of the one or more past interactions based on a test scenario stored in a rules repository;
- publishing the rule to the rules repository;
- and
- deploying or not deploying the rule from the rules repository to a rules engine based on the simulating.
A system for assessing impact of a rule change in a contact center, the system comprising:
- one or more processors;
- and
- one or more memory devices coupled to the one or more processors and storing program instructions, that, when executed by the one or more processors, cause the one or more processors to:
- configure one or more parameters of the rule;
- receive a command to assess the rule;
- retrieve a log of past interactions between end users and the contact center, wherein the log of past interactions reflects interactions prior to deployment of the rule;
- process one or more of the past interactions based on the rule;
- simulate an outcome of the one or more past interactions based on a test scenario stored in a rules repository;
- publish the rule to the rules repository;
- and
- deploy or not deploy the rule from the rules repository to a rules engine based on the simulating.
Dependencies are inferred from the claim text.