Patent ID: 8644492

Claim:
A method for real time feedback of script logic for a script comprising a plurality of panels utilized by a plurality of agents, the method comprising: calculating per panel statistics for the plurality of panels, the per panel statistics comprising an average utilization time per panel and a number of callers terminating interaction per panel; displaying the calculated statistics; wherein calculating per panel statistics for a given panel of the plurality of panels comprises: measuring the measured time taken for an agent of the plurality of agents to utilize the given panel for a call; averaging the measured time for a plurality of agents and a plurality of calls to produce the average utilization time for the given panel; tallying a number of callers terminating interaction during utilization of the given panel; developing a test panel as an alternative panel for an original panel of the plurality of panels; substituting the test panel in place of the original panel comprising modifying branching logic of the script logic to create a branching logic detour to the test panel; and rerouting at least a subset of the plurality of agents to the test panel using the branching logic detour.