Patent Document ID: 8953775
Application ID: 13623267
Patent Status: 1

Claim One:
1. A method, comprising: providing a first work flow to a first work assignment algorithm; providing the first work flow to a second work assignment algorithm; analyzing, by a microprocessor executable behavior analysis module, a contact center behavior in response to the first work assignment algorithm processing the first work flow; analyzing, by the microprocessor executable behavior analysis module, the contact center behavior in response to the second work assignment algorithm processing the first work flow; and based on the analysis of the contact center behavior in response to both the first and second work assignment algorithms processing the first work flow, identifying, by the microprocessor executable behavior analysis module, at least one discrete point in time where the first work assignment algorithm performs an adaptive function and the second work assignment algorithm does not perform the adaptive function, wherein the adaptive function, when performed, prevents violation, by the contact center, of a performance objective that would be violated by the contact center in the absence of performance of the adaptive function.