Abstract: A computer-implemented method includes tasks performed by one or more processors in a management network: (a) receiving, from an end-user network, data associated with a plurality of agent instances servicing incoming communications for the contact center, wherein the contact center, the end-user network, and the management network are associated with the enterprise; (b) determining, based on a specification of a logical directive, an operation to be performed in relation to the plurality of agent instances, the specification of the logical directive having at least one condition that, if satisfied by the received data associated with the plurality of agent instances servicing the incoming communications for the contact center, defines the operation to be performed; and (c) causing the determined operation to be performed, wherein the operation includes sending a communication via the end-user network to at least one agent instance in the plurality of agent instances and/or to at least one supervisor instance

Abstract: A computer-implemented method for managing a contact center one or more processors in a management network (a) receiving, from an end-user network, data associated with a plurality of agent instances servicing incoming communications for the contact center, wherein the contact center, the end-user network, and the management network are associated with the enterprise; (b) determining, based on a specification of a logical directive, an operation to be performed in relation to the plurality of agent instances, the specification of the logical directive having at least one condition that, if satisfied by the received data associated with the plurality of agent instances servicing the incoming communications for the contact center, defines the operation to be performed; and (c) providing, to one or more servers, the determined operation to be performed, wherein the operation includes making a modification relating to (i) at least one of the plurality of agent instances and/or (ii) the servicing of the incoming c

Abstract: A method includes (a) receiving and storing interaction time data associated with processes of a communication distributor server for an end-user network having an associated contact center with agent instances; (b) determining whether a trigger specified in a first logical directive is initiated; (c) upon determining that the trigger specified in the first logical directive is initiated, determining whether a metric related to the customer communications with the end-user network satisfies the condition in the first logical directive; and (d) upon determining that the metric related to the customer communications with the end-user network satisfies the condition in the first logical directive, providing the operation to at least one of the end-user network or the communication distributor server.

Abstract: A method includes (a) receiving and storing interaction time data associated with processes of a communication distributor server for an end-user network having an associated contact center with agent instances; (b) determining whether a trigger specified in a first logical directive is initiated; (c) upon determining that the trigger specified in the first logical directive is initiated, determining whether a metric related to the customer communications with the end-user network satisfies the condition in the first logical directive; and (d) upon determining that the metric related to the customer communications with the end-user network satisfies the condition in the first logical directive, providing the operation to at least one of the end-user network or the communication distributor server.