Patent ID: 8694295

Claim:
A system for virtualizing time in contact center simulation, comprising: a first digital computer comprising a time virtualizer software module running on said first digital computer and configured to intercept time-dependent requests to a system library or operating system from a plurality of applications executing on said first digital computer or a second digital computer, the plurality of applications being unmodified to reflect any use of virtual time; a contact center routing server software stored and operating on said first or second digital computer; and a statistics server software module stored and operated on said first digital computer, said second digital computer or a third digital computer; wherein the time virtualizer maintains an event queue of upcoming time-based contact center events, wherein each upcoming contact center event in the event queue comprises at least an event time at which the upcoming contact center event is to take place, and the event queue is arranged with upcoming contact center events sorted in ascending order based on each upcoming contact center event's respective event time; wherein the time virtualizer inserts new time-based contact center events into the event queue upon receipt of time-dependent requests from the plurality of applications while maintaining the sort order of the event queue; wherein the time virtualizer and maintains a virtual system time that jumps directly from an event time associated with a first time-based contact center event to a time associated with a second time-based contact center event to advance virtual system time, the first time-based contact center event corresponding to an a contact center event whose handling is completed and the second time-based contact center event corresponding to the event time of the topmost upcoming contact center event in the event queue; wherein on intercepting a time-dependent request from an application, the time virtualizer returns an expected result to the requesting application comprising a virtual time rather than a clock time, the virtualized time being established by the time virtualizer and differing from the clock time; and further wherein the contact center routing server software and the statistics server software perform simulated contact center operations substantially faster than real-time using virtual times provided by the time virtualizer.