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SYSTEM AND METHOD FOR TESTING AND DEPLOYING RULES

  • US 20140177821A1
  • Filed: 11/30/2012
  • Published: 06/26/2014
  • Est. Priority Date: 11/29/2012
  • Status: Active Grant
First Claim
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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.

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