Patent ID: 8199900

Claim:
A computer system to monitor performance of a contact management system, the computer system including: a modeling module which automatically builds a continually updated statistical model modeling the contact management system as a state machine to determine prior typical behavior of the contact management system pertaining to at least one system parameter of the contact management system, the typical behavior being automatically determined and updated on a continual basis from received historical performance data interpreted in terms of the state machine and reflecting past performance of the contact management system captured over a first predetermined past time interval, the modeling module computing a mean length of time spent in each state of the state machine and frequencies of transitions from each state; and a monitoring module, configured to recognize implementation of the contact management system as the state machine, which receives current performance data reflecting current performance of the contact management system and automatically determines whether current behavior based on the current performance data varies from the typical behavior of the system, and to report a deviation from the typical behavior of the at least one system parameter of the contact management system interpreted as the state machine.