Methods and apparatus for analysis of load-balanced multi-site call processing systems

An article of manufacture containing one or more software programs for use in a multi-site call processing system comprising multiple distributed call center sites, wherein the one or more software programs, when executed in a processor, cause the processor to perform the steps of:

• generating a multi-site performance score characterizing performance of a load balancing process which determines assignment of incoming calls to particular ones of the multiple distributed call center sites;
• and
• adjusting the load balancing process based at least in part on the multi-site performance score;
• wherein the multi-site performance score is computed as a function of a plurality of individual performance measures each associated with a corresponding one of the multiple distributed call center sites of the multi-site call processing system.

A method for use in a call processing system which implements a load balancing process, the method comprising the steps of:

• generating a multi-entity performance score characterizing performance of the load balancing process, the load balancing process determining assignment of incoming calls to particular ones of a set of multiple entities;
• and
• adjusting the load balancing process based at least in part on the multi-entity performance score;
• wherein the multi-entity performance score is computed as a function of a plurality of individual performance measures each associated with a corresponding entity in a set of multiple entities.

A method for use in a call processing system which implements a load balancing process, the method comprising the steps of:

• generating a multi-entity performance score characterizing performance of the load balancing process, the load balancing process determining assignment of incoming calls to particular ones of a set of multiple entities;
• and
• generating a graphical representation of the multi-entity performance score;
• wherein the multi-entity performance score is computed as a function of a plurality of individual performance measures each associated with a corresponding entity in a set of multiple entities.

A method for use in a multi-site call processing system comprising multiple distributed call center sites, the method comprising the steps of:

• generating a multi-site performance score characterizing performance of a load balancing process which determines assignment of incoming calls to particular ones of the multiple distributed call center sites;
• and
• generating a graphical representation of the multi-site performance score;
• wherein the multi-site performance score is computed as a function of a plurality of individual performance measures each associated with a corresponding one of the multiple distributed call center sites of the multi-site call processing system.