Time Virtualization Layer for Accelerated Contact Center Simulation
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Solution Overview
Problem
Modern contact centers face challenges in accurately simulating operations due to the complexity of models, requiring specialized knowledge and tools, and existing simulation methods are not compatible with standard contact center software, limiting their ability to run simulations quickly and independently.
Innovation Solution
A time virtualization system that intercepts time-based requests to an operating system, allowing off-the-shelf software to operate faster than real time without realizing the change, using a time warp daemon to manage a queue of events and provide virtual timestamps, enabling contact center staff to run simulations using familiar software.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If discrete event simulation is used to speed up simulation execution, then simulation speed is improved, but the complexity of the system increases and specialized knowledge is required
Solution Approach 1:
The patent introduces a time virtualization layer as an intermediary between the simulation software and the operating system. This layer intercepts time-based requests from standard contact center software and provides virtual timestamps that enable fast simulation execution without requiring the software to be modified or specialized simulation tools. The time virtualization layer mediates between real-time system operations and accelerated simulation needs, resolving the contradiction by enabling speedup through infrastructure rather than algorithmic complexity.
2Measurement precision
If custom simulation models are developed by external experts, then simulation accuracy is improved, but cost and operational complexity increase
Solution Approach 1:
The patent enables contact center staff to run simulations themselves using standard software tools they already possess and understand. The time virtualization layer allows them to execute simulations independently without relying on external simulation experts. This self-service capability maintains simulation accuracy for operational analysis while eliminating the need for specialized external expertise, thereby reducing both cost and operational complexity.
3Ease of operation
If standard contact center software is used for simulations, then ease of operation is improved, but the ability to run fast simulations is limited
Solution Approach 1:
The time virtualization layer acts as an intermediary that wraps standard contact center software, enabling it to run simulations at accelerated speeds without modification. The layer intercepts time-based function calls from the standard software and provides virtual timestamps that allow the software to execute simulation logic rapidly while maintaining its original ease of operation. This resolves the contradiction by preserving user-friendly access while injecting performance acceleration through the intermediary layer.
Data Source
AI summary
A system and method for time virtualization, comprising a time virtualizer running on a first digital computer and adapted to intercept time-dependent requests from a plurality of applications executing on the first or another digital computer, wherein on intercepting a time-dependent request from an application, the time virtualizer returns an expected result to the requesting application comprising a virtual time rather than a clock time, the virtualized time being established by the time virtualizer and differing from the clock time, is disclosed.