Contact workflow testing and metrics generation

A method comprising:

• providing, by an interactive contact workflow system, a graphical representation of an interactive voice response (IVR) workflow for display in a graphical user interface (GUI) of an interactive IVR run-time environment;
• receiving a time period during which interactions with the IVR workflow were previously recorded;
• determining a plurality of previously recorded interactions with the IVR workflow that occurred during the time period, wherein the plurality of previously recorded interactions comprises a captured response to a first prompt of the IVR workflow;
• identifying a first previously recorded interaction from the plurality of previously recorded interactions;
• determining that a workflow version identifier associated with the IVR workflow is compatible with a stored version identifier associated with the first previously recorded interaction, wherein the workflow version identifier identifies a version of the IVR workflow and the stored version identifier identifies a version of the first previously recorded interaction;
• selecting the first previously recorded interaction;
• calculating, by the interactive contact workflow system, statistical information for the first previously recorded interaction with the IVR workflow, wherein the statistical information indicates a distribution of values for the captured response across the plurality of previously recorded interactions;
• and
• providing, by the interactive contact workflow system, a visual indicator for display within the GUI that graphically highlights the distribution of the values for the captured response.

A computer system comprising:

• a memory to store instructions;
• and
• at least one processing device, operatively coupled to the memory, to execute the instructions, wherein the system is to:
• provide, by the system, a graphical representation of a contact workflow for display in a graphical user interface (GUI) of an interactive contact run-time environment;
• receive a time period during which interactions with the contact workflow were previously recorded;
• determine a plurality of previously recorded interactions with the contact workflow that occurred during the time period, wherein the plurality of previously recorded interactions comprises a collected data element associated with a first instruction block of the contact workflow;
• identify a first previously recorded interaction from the plurality of previously recorded interactions;
• determine that a workflow version identifier associated with the contact workflow is compatible with a stored version identifier associated with the first previously recorded interaction, wherein the workflow version identifier identifies a version of the contact workflow and the stored version identifier identifies a version of the first previously recorded interaction;
• select the first previously recorded interaction;
• calculate, by the system, statistical information for the first previously recorded interaction with the contact workflow, wherein the statistical information indicates a distribution of values for the collected data across the plurality of previously recorded interactions;
• and
• provide, by the system, a visual indicator for display within the GUI that graphically highlights the distribution of the values for the collected data.