Patent attributes
A computing system includes processor(s) in a management network that serves an end-user network with agent instances. Server(s), such as a workforce management server or a communication distribution server, receive communications to the end-user network and assign agent instances to service the communications. The processor(s) perform tasks that include (a) receiving first data associated with the processes of the server(s), (b) determining, based on a specification defined by the end-user network, a first operation to be performed by the server(s), where the specification includes a first logical directive including at least one first condition that, if satisfied by the received first data, defines the first operation, (c) providing the first operation to the server(s), (d) determining rules-execution data, (e) analyzing the first data and/or the rules-execution data to identify at least one non-compliant statistical parameter, (f) determining a rules recommendation, and (g) providing the rules recommendation to the end-user network.
