Abstract: Disclosed are various embodiments that relate to creation of a session corresponding to a support request initiated by a customer. Browsing activity, content pages and session notes of a customer service agent are tracked and stored, and a browse history user interface element expressing a browse history associated with the session is generated in a customer service agent user interface. If the session is transferred to another customer service agent, another customer service agent user interface can be generated that also includes the browse history user interface element.

Abstract: Systems and methods of performing comparisons of client data and benchmark data are described. When client data is compared to internal benchmark data, comparative result values may be computed by performing a multidimensional operation with respect to client data for a particular dimension member and client data for additional dimension members that are related to the particular dimension member. When client data is compared to external benchmark data, a client result value may be computed based on a multidimensional operation and a benchmark result value may be determined based on a mapping of client dimension members to benchmark dimension members. The result values may be provided by a server to a client, which may generate a graphical user interface (GUI) based on the result values.

Abstract: An employee, such as a call center agent, is monitored for compliance with a work schedule based on their work location. The call center agent's physical location is periodically monitored by a schedule adherence system that includes a mobile device executing a mobile application. Location information associated with that agent is compared with location information when the agent is working during their scheduled shift. A significant deviation from the known location may be reported as a potential deviation from a defined work schedule for that employee. The call center agent can also be monitored prior to the beginning of a shift to determine if the agent will be arriving at work in time to begin their shift as scheduled. Substitute agents may be scheduled and notified in time to fill the position of the late agent.

Abstract: A machine implemented method for collecting business intelligence data including providing a master database table on a computer readable medium and accessible by an analytics server, accessing rows in the master database table by the analytics server, with each row in the master database table containing at least a partial set of measures for a plurality of dimensions, identifying by the analytics server a set of one or more dimensions from the plurality of dimensions subject to a query by one or more computing devices in communication with the analytics server, extracting the set of one or more dimensions and associated measures for each of the one or more dimensions from the master database table, and forming a baby fact table such that each row in the baby fact table contains the set of one or more dimensions subject to the query and the associated measures derived from the extracting step.

Abstract: Prioritization of project workspaces is provided herein. Data items are grouped into project workspaces based on workspace identifiers with which the data items have been tagged. Grouped data items included in a project workspace are tagged with a common workspace identifier that indicates association with a project corresponding to the project workspace, the project including tasks for a user. Priority of the project workspace is determined relative to priority of other project workspaces and based on ascertaining priorities of the tasks of the project by analyzing the grouped data items included in the project workspace. An indication of the priority of the project workspace relative to priority of the other project workspaces is provided for graphical presentation to the user, in order to facilitate focusing the user to a highest priority project workspace of the project workspaces.

Abstract: Operational data are transmitted, by each of a plurality of material handling vehicles at a facility, into a communications system. A computer connected to the communications system processes the operational data and presents reports on a monitor screen. The computer operates in an impact report mode which provides reports about material handling vehicle impacts with objects, a maintenance report mode for reports pertaining to vehicle maintenance, a verify report mode presenting reports about vehicle inspections, and a metrics report mode for reports describing amounts of work performed by the vehicles, and an overview mode summarizes information from each of other report modes. Each report mode has different display modes which summarize data for a group of the vehicles or provide detailed information about one particular vehicle or one specific vehicle operator.