Abstract: A system, method, and computer readable medium comprises displaying a panel associated with at least one script, presenting a branching logic associated with the panel and creating a graphical map of the panel and the branching logic where the graphical map allows zooming in to show panel logic associated with the panel, and the graphical map allows zooming out to show the branching logic associated with the panel.

Abstract: A system, method, and computer readable medium for script logic viewing that comprises calculating a script path for at least one script, defining an entry point into the at least one script, determining at least one panel associated with the at least one script, creating a navigation file based upon the calculated script path, the defined entry point and the determined at least one panel, and presenting the created navigation file.

Abstract: A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.

Abstract: Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include a voice interaction, wherein the agent follows the script via a plurality of panels. The voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.

Abstract: A system, method, and computer readable medium for contact center call routing by agent attribute, that comprises, detecting a caller voice attribute, sampling at least one agent voice attribute, storing the at least one agent voice attribute, matching the detected caller voice attribute to the stored voice attribute of the at least one agent, and routing a call based upon the matched agent voice attribute to the detected caller voice attribute.

Abstract: A method, a computer readable medium, and a system for managing agent login to multiple bridges are provided. The method comprises reserving at least one bridge for at least one agent, creating a first queue for the at least one bridge, the first queue comprising the at least one agent, monitoring efficiency of the at least one bridge, determining if a need for a first bridge of the at least one bridge is high, creating a second queue for the first bridge of the at least one bridge if the need for the first bridge of the at least one bridge is high, assigning at least one agent from the first queue to the second queue, and moving the at least one agent up in the second queue.

Abstract: A system, method, and computer readable medium for routing an agent to a preferred communications platform comprises accessing a server comprising a routing strategy, wherein the routing strategy consists of a site value, a project identification value, a project load value, and an attribute value of the agent, and wherein the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent, and routing the agent to the preferred environment based on a result of the routing strategy.

Abstract: A system, method, and computer readable medium for script logic viewing that comprises calculating a script path for at least one script, defining an entry point into the at least one script, determining at least one panel associated with the at least one script, creating a navigation file based upon the calculated script path, the defined entry point and the determined at least one panel, and presenting the created navigation file.

Abstract: Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include a voice interaction, wherein the agent follows the script via a plurality of panels. The voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.

Abstract: Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In still other aspects of the invention, respective data for specific interactions, including voice records or panels, transcribed text equivalents to such voice records or panels, and/or script text governing such voice records or panels, can be forwarded to one or more respective clients.

Abstract: A system, method, and computer readable medium comprises displaying a panel associated with at least one script, presenting a branching logic associated with the panel and creating a graphical map of the panel and the branching logic where the graphical map allows zooming in to show panel logic associated with the panel, and the graphical map allows zooming out to show the branching logic associated with the panel.

Abstract: A method, a computer readable medium, and a system for managing agent login to multiple bridges are provided. The method comprises reserving at least one bridge for at least one agent, creating a first queue for the at least one bridge, the first queue comprising the at least one agent, monitoring efficiency of the at least one bridge, determining if a need for a first bridge of the at least one bridge is high, creating a second queue for the first bridge of the at least one bridge if the need for the first bridge of the at least one bridge is high, assigning at least one agent from the first queue to the second queue, and moving the at least one agent up in the second queue.

Abstract: A system, method, and computer readable medium for real time feedback of script logic that comprises counting at least one agent utilizing at least one panel associated with at least one caller, establishing an average length of time required to utilize the at least one panel associated with the at least one caller, tallying a number of callers terminating interaction during utilization of the at least one panel, calculating statistics associated with the counted agents per panel, the established average length of time required per panel and the tallied number of callers terminating interaction per panel, and displaying the calculated statistics.