Live-monitoring to trigger communication actions via an in-house management network

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. A computing system and article of manufacture are also provided.