Patent ID: 8811597

Claim:
A method comprising: a processor generating two or more contact center templates, wherein each of the two or more contact center templates defines a historical contact center configuration as of a respective point in time, each of the two or more contact center templates including at least one primary contact center performance parameter, which characterizes, measures, or quantifies performance of a contact center and at least one secondary contact center parameter, which corresponds to at least one user-configurable parameter that, when changed, positively or negatively impacted the at least one primary contact center performance parameter of the respective contact center template, wherein each of the two or more contact center templates includes a timestamp to indicate an associated time of generation and wherein each of the two or more contact center templates also includes a magnitude of the at least one primary contact center performance parameter before a change to the at least one user-configurable parameter that positively or negatively impacted the at least one primary contact center performance parameter, a magnitude of the at least one primary contact center performance parameter after the change, and an identification of the at least one user-configurable parameter associated with the change; the processor receiving a proposed contact center configuration; the processor comparing the proposed contact center configuration to each of the two or more contact center templates; and based on the results of the comparing step, the processor predicting an impact on a primary contact center performance parameter if the proposed contact center configuration were to be implemented.