Techniques for automated contact flow simulation using contact trace records

A computing system, comprising a processor and memory storing computer-executable instructions that, when executed by the processor, cause the computing system to perform operations comprising:

• receiving, by a processor, a contact flow provided to a contact center system, the contact flow representing a set of decision nodes and a set of routing paths;
• receiving, by the processor, a first trace record for a contact request associated with the contact center system;
• receiving, by the processor, mapping data, wherein the mapping data relates the first trace record to the contact flow;
• determining, by the processor, a simulated traversal of the contact flow based on the first trace record and the mapping data;
• and
• determining, by the processor and based on the simulated traversal, that the contact flow contributes to a deficiency in a function performed by the contact center system.

One or more non-transitory computer-readable media storing computer-executable instructions that, when executed by a processor, cause the processor to perform operations, comprising:

• receiving, by a processor, a contact flow provided to a contact center system, the contact flow representing a set of decision nodes and a set of routing paths;
• receiving, by the processor, a first trace record for a contact request associated with the contact center system;
• receiving, by the processor, mapping data, wherein the mapping data relates the first trace record to the contact flow;
• determining, by the processor, a simulated traversal of the contact flow based on the first trace record and the mapping data;
• and
• determining, by the processor and based on the simulated traversal, that the contact flow contributes to a deficiency in a function performed by the contact center system.