Computer-implemented systems and methods for evaluating contact center performance using simulated agent event and contact event data

A system configured to simulate telecommunication contact types and to analyze contact center performance based the simulated telecommunication contact types, the system comprising:

• one or more processors communicatively coupled to a contact center;
• computing instructions, configured for execution by the one or more processors, and that when executed by the one or more processors, cause the one or more processors to:
• determine an agent start time for an agent of the contact center;
• determine an agent end time for the agent;
• obtain a sequence of contact types paired to the agent between the agent start time and the agent end time, wherein the sequence of contact types is ordered in time;
• generate, by a simulation model implementing a simulated pairing algorithm, a simulated sequence of contact types, wherein the simulated sequence of contact types is ordered in time, and wherein the simulated sequence of contact types is different from the sequence of contact types;
• pair, by the simulation model, the simulated sequence of contact types to a simulated agent, the simulated agent corresponding to the agent of the contact center, and the simulated agent having a simulated agent start time and a simulated agent end time,
• wherein the simulated agent start time is based on the agent start time, and
• wherein the simulated agent end time is based on the agent end time, and
• determine a performance metric of the contact center based on the simulated sequence of contact types.

A tangible, non-transitory computer-readable medium storing computing instructions for simulating telecommunication contact types and analyzing contact center performance based the simulated telecommunication contact types, that when executed by one or more processors cause the one or more processors to:

• determine an agent start time for an agent of a contact center;
• determine an agent end time for the agent;
• obtain a sequence of contact types paired to the agent between the agent start time and the agent end time, wherein the sequence of contact types is ordered in time;
• generate, by a simulation model implementing a simulated pairing algorithm, a simulated sequence of contact types, wherein the simulated sequence of contact types is ordered in time, and wherein the simulated sequence of contact types is different from the sequence of contact types;
• pair, by the simulation model, the simulated sequence of contact types to a simulated agent, the simulated agent corresponding to the agent of the contact center, and the simulated agent having a simulated agent start time and a simulated agent end time,
• wherein the simulated agent start time is based on the agent start time, and
• wherein the simulated agent end time is based on the agent end time, and
• determine a performance metric of the contact center based on the simulated sequence of contact types.