Patent ID: 8806356

Claim:
A method of managing the operation of a contact center, comprising: a) monitoring events occurring in the operation of a contact center; b) maintaining a set of trigger conditions against which monitored events are matched; c) maintaining a rule set defining, for at least one trigger condition, the identity of one or more users to be contacted when said trigger condition is matched; d) upon determining a match between one or more monitored events and one or more trigger conditions, retrieving from the rule set the identity of one or more users associated in the rule set with the matched trigger condition(s); generating a collaborative meeting environment within which said users are provided with access to information relating to the operation of said contact center, populating the collaborative meeting environment with configuration tools for modifying the operation of the contact center, and e) sending to said one or more identified users a communication including details permitting said users to access the common collaborative meeting environment.