TECHNICAL FIELD

The present disclosure generally relates to load balancing and, more specifically, to anticipating the effects of changing load balance parameters on multiple call centers.

BACKGROUND

Effective load balancing algorithms are essential to distributing call volumes fairly across multiple call centers without negatively impacting performance of one or more of the multiple call centers. Due to the coupled nature of call centers in a multiple-call-center arrangement, load-balancing algorithms are more effectively tested across all call centers in the arrangement, rather than testing at one call center at a time. Thus, testing and modifying load balancing generally affects customers and customer service representatives. There is a need for an environment or simulation of interrelated multiple call centers in which different load balancing algorithms can be tested and modified without disrupting customer service operations at the call centers.

SUMMARY

The purpose and advantages of the below described illustrated embodiments will be set forth in and apparent from the description that follows. Additional advantages of the illustrated embodiments will be realized and attained by the devices, systems and methods particularly pointed out in the written description and claims hereof, as well as from the appended drawings.

In an embodiment, a method comprises simulating a call center network environment including a load balancer and call centers that are each associated with a respective response entity profile; receiving a simulated call load including the one or more calls, wherein the one or more calls include respective caller attitude information and call issue information; generating, using a load balancer, a call score for the one or more calls based on the caller attitude information and the call issue information; selecting, using the load balancer, one of the simulated call centers as a selected call center based on the call score and the respective response entity profile, wherein the load balancer selects the selected call center by applying a rule to the call scores, and wherein the rule is a dynamic rule that changes when call traffic to one or more of the call centers exceeds a threshold; routing the one or more calls, using a routing module of the load balancer configured to utilize one of two or more proprietary routing protocols, to the selected call center; and logging performance metrics associated with the selected call center based on routing of the one or more calls.

In an embodiment, a system comprises a processor operatively coupled with a non-transitory computer readable media, the non-transitory computer readable media that stores instructions. The instructions, when executed by the processor, implement: a simulated call center network environment including a load balancer, a logging module, and call centers that are each associated with a respective response entity profile, wherein the load balancer is configured to generate a call score for one or more calls of a simulated call load based on caller attitude information respectively associated with each of the one or more calls and call issue information respectively associated with each of the one or more calls, wherein the load balancer is configured to select one of the simulated call centers as a selected call center based on the call score and the respective response entity profile, wherein the load balancer selects the selected simulated call center by applying a rule to the call scores, and wherein the rule is a dynamic rule that changes when call traffic to one or more of the call centers exceeds a threshold, wherein a routing module of the load balancer is configured to route the one or more calls to the selected call center utilizing one of two or more proprietary routing protocols, and wherein the logging module is configured to log performance metrics associated with the selected call center based on routing of the one or more calls.

In an embodiment, a non-transitory computer-readable medium stores instructions. When executed, the instructions effectuate: simulating a call center network environment including a load balancer and call centers that are each associated with a respective response entity profile; receiving a simulated call load including the one or more calls, wherein the one or more calls include respective caller attitude information and call issue information; generating, using a load balancer, a call score for the one or more calls based on the caller attitude information and the call issue information; selecting, using the load balancer, one of the simulated call centers as a selected call center based on the call score and the respective response entity profile, wherein the load balancer selects the simulated call center by applying a rule to the call scores, and wherein the rule is a dynamic rule that changes when call traffic to one or more of the call centers exceeds a threshold; routing the one or more calls, using a routing module of the load balancer configured to utilize one of two or more proprietary routing protocols, to the selected call center; and logging performance metrics associated with the selected call center based on routing of the one or more calls.

