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METHOD AND APPARATUS FOR EVOLUTIONARY CONTACT CENTER BUSINESS INTELLIGENCE

  • US 20170244627A1
  • Filed: 04/25/2017
  • Published: 08/24/2017
  • Est. Priority Date: 12/22/2011
  • Status: Abandoned Application
First Claim
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1. A system for monitoring the state of the communications contact center comprising:

  • A) a network appliance operably coupled to a network and configured for monitoring status of plural objects within a network infrastructure;

    B) a contact center state engine operably coupled to a network and configured to;

    i) receive communication data from a plurality of sources,ii) correlate communication data from plural sources relating to a common parameter, andiii) assimilate the correlated communication data for storage into memory,wherein exceptions in a state of the contact center as determined by the contact center state engine are corroborated with changes in the status of objects in the network infrastructure, as monitored by the network appliance.

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