Patent ID: 8938063
Filing Date: 2015-01-20
Classification: G06Q,H04M

Abstract:
1. A method for servicing contacts in a contact center comprising an automated event manager executed by a processor of a contact center server, the method comprising: during operation of the contact center, storing working state information which comprises settings for agent queue and vector assignments; the event manager detecting at least a predetermined level of change in a primary contact center performance parameter; the event manager determining a time when the predetermined level of change in the primary contact center performance parameter occurred; in response to detecting the change in the primary contact center performance parameter, the event manager identifying a change in a secondary contact center parameter that occurred before the determined time of the change in the primary contact center performance parameter, but no more than a selected time period before the determined time, wherein the primary contact center performance and secondary contact center parameters are different, and wherein the change in the secondary contact center parameter is a possible cause of the change in the primary contact center performance parameter; determining that the at least one change in the secondary contact center parameter comprises a reversible change and then, in response to determining that the at least one change in the secondary contact center parameter comprises a reversible change, automatically reversing the reversible change by using type 2 data; and in response to identifying the change in the secondary contact center parameter, the event manager performing at least one of the following substeps: