SYSTEM AND METHOD FOR TESTING AND DEPLOYING RULES,申请号US201213689753-传众专利搜索

SYSTEM AND METHOD FOR TESTING AND DEPLOYING RULES

申请公布号：US2014177821(A1)

申请号：US201213689753

申请日期：2012.11.30

申请公布日期：2014.06.26

申请人：

Genesys Telecommunications Laboratories, Inc.

发明人：Ristock Herbert Willi Artur;Pigott Bob;Rosen Adam

分类号：H04M3/523

主分类号：H04M3/523

地址：Daly City CA US

摘要：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.

主权项：1. 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.