Abstract: The present invention relates to the assignment of calls to groups of call handlers in a call center environment. According to certain aspects, the present invention achieves an optimal balance between the level of service and overall cost by assigning a “common” pool skill to all call handlers in the system and by secondarily assigning one or more additional “rare” pool skills to each call handler. In this configuration, any call handler may receive calls (or other multiple media work assignments) from the states in the common pool while also receiving calls from the states in their additional rare pool(s). According to other aspects, a method according to the invention optimizes the selection of the skills to be included in each of the pools.

Abstract: The invention relates to various solutions to the challenges of supporting call centers and networks having a plurality of network connected agents or employees. According to one aspect, the invention manages agent authentication, including hiding the authentication methods (e.g., username and password) from the agent. According to another aspect, the invention provides information bridging, such as entering previously-collected information in carrier site pages. According to yet another aspect, the invention provides scripting, such as performing agency-specific scripting and guidance. According to still another aspect, the invention restricts agents from visiting non-approved sites. According to yet another aspect, the invention monitors and logs data fields of particular interest.

Abstract: In a computer network environment, a content-based session request issued by a search engine agent is modified to enable the search engine to index information from a server to maintain a state connection where the search engine agent cannot maintain session identification. The content-based session request is modified by a header intermediary module which then directs the request to target servers. The response from the web server is again modified by the header intermediary module prior to being sent to the client that issued the request. It is emphasized that this abstract is provided to comply with the rules requiring an abstract which will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or the meaning of the claims.

Abstract: A method and process according to the invention supports at least two distinct activities. A first activity relates to system analysis—the ability to collect, measure, track, monitor and report on health and performance of individual systems within a complex environment of highly interdependent and/or loosely coupled systems. Another activity relates to customer experience tracking—the ability to capture and track an entire customer's experience as that person interacts with multiple technologies such as a web site, telephony system and a set of agent tools. According some aspects, a system according to the invention provides the backbone for monitoring production systems and for enabling integrated, real-time reporting of a company (e.g. insurance agency) website, telephony system and agent desktop suite.