Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.

Abstract: A computerized system for summarizing agreements between two or more parties, comprises one or more processors. The processors may be configured to capture data relating to the agreement, such as agent screen data during an interaction with a customer. The data may be captured in successive capture operations each in response to an event, such as an agent key press or data entry. The captured data may be used to prepare a continuous text summarizing the agreement. An audio summary of the agreement may be derived from the text and played to at least one of the parties.

Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.

Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.

Abstract: Systems and methods for measuring the effectiveness of an agent coaching program calculate a rate of change in a first Key Performance Indicator for a first agent in a first coaching program during a period of time; select a control group of agents in which agents in the control group of agents were not exposed to the first coaching program; calculate an average rate of change in the first Key Performance Indicator for the control group of agents during the period of time; and calculate a first coaching impact of the first coaching program on the first Key Performance Indicator for the first agent relative to the average rate of change in the first Key Performance Indicator for the control group of agents during the period of time.

Abstract: Systems and methods for measuring the effectiveness of an agent coaching program calculate a rate of change in a first Key Performance Indicator for a first agent in a first coaching program during a period of time; select a control group of agents in which agents in the control group of agents were not exposed to the first coaching program; calculate an average rate of change in the first Key Performance Indicator for the control group of agents during the period of time; and calculate a first coaching impact of the first coaching program on the first Key Performance Indicator for the first agent relative to the average rate of change in the first Key Performance Indicator for the control group of agents during the period of time.

Abstract: A system and method for selecting a training program from a plurality of training programs for a selected worker may include evaluating performance improvement of a plurality of workers who have taken training programs of the plurality of training programs, and associating a performance improvement grade to each of the workers for each of the training programs the worker has taken; selecting, in a worker database, workers that are similar to the selected worker; and selecting the training program for the selected worker based on the performance improvement grades associated with the similar workers for the plurality of training programs.

Abstract: A computerized method for automatically pointing on an influencer on a measured performance change for maximizing coaching utility is provided herein. The method may include: receiving one or more metrics from a user to construct a Key Performance Indicators (KPI); retrieving data related to one or more agents during a predefined period for the one or more metrics from one or more performance management databases; calculating a change in KPI; calculating an influence of each metric on the calculated change in KPI; calculating an influence of each agent on the calculated change in KPI; presenting to a user via a display unit: (i) the calculated change in KPI; (ii) influence of each metric on the calculated change in KPI; and (iii) influence of each agent on the calculated change in KPI, and based on a precalculated coaching effectiveness, suggesting a coaching approach to reach a predefined KPI goal.

Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.

Abstract: A computerized system for summarizing agreements between two or more parties, comprises one or more processors. The processors may be configured to capture data relating to the agreement, such as agent screen data during an interaction with a customer. The data may be captured in successive capture operations each in response to an event, such as an agent key press or data entry. The captured data may be used to prepare a continuous text summarizing the agreement. An audio summary of the agreement may be derived from the text and played to at least one of the parties.

Abstract: A computerized system for summarizing agreements between two or more parties, comprises one or more processors. The processors may be configured to capture data relating to the agreement, such as agent screen data during an interaction with a customer. The data may be captured in successive capture operations each in response to an event, such as an agent key press or data entry. The captured data may be used to prepare a continuous text summarizing the agreement. An audio summary of the agreement may be derived from the text and played to at least one of the parties.

Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.

Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.

Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.

Abstract: A system and method for detecting and fixing robotic process automation failures, including collecting tasks from at least one client computerized device, processing the tasks via robotic process automation, collecting tasks that failed to complete per task type, recording successful execution steps per each of the failed tasks, evaluating the recorded successful execution steps with respect to the failed task types, and providing selected execution steps that best fix the failed tasks, thereby fixing the robotic process automation failures.

Abstract: A computerized method for evaluating operational behavior on a computer is disclosed, comprising activating in the computer a code that intercepts events of operations on a user-interface of the computer and acquires data of the events, providing the data of the events to a computerized apparatus that automatically analyzes the data of the events by employing a pattern recognition algorithm that consequently identifies inefficient operations, summarizing and adapting for manual evaluation information related to the inefficient operations, and visually presenting on a presentation device the summarized and adapted information related to the inefficient operations to accomplish an objective and a computerized system for carrying out the computerized method.

Abstract: A computerized system for summarizing agreements between two or more parties, comprises one or more processors. The processors may be configured to capture data relating to the agreement, such as agent screen data during an interaction with a customer. The data may be captured in successive capture operations each in response to an event, such as an agent key press or data entry. The captured data may be used to prepare a continuous text summarizing the agreement. An audio summary of the agreement may be derived from the text and played to at least one of the parties.

Abstract: A system and method for real-time process management. An attribute of a process currently performed may be related to a key performance indicator (KPI) threshold. A system may determine, in real-time, the KPI threshold was breached. An indication may be provided to, for example, a mobile device. Feedback related to an intervention of an expert may be received on the mobile device.

Abstract: In a method for providing guidance to agents of a contact center, a server of an agent guidance system provides a list of key selling points to a plurality of workstations. Each of the workstations is associated with an agent of the contact center. Each key selling point of the list is associated with an effectiveness status. The server receives from a workstation feedback related to an effectiveness of a key selling point of the list. The effectiveness status of a key selling point of the list is automatically modified in accordance with the received feedback. The server provides to the workstations a modified list that incorporates the modified effectiveness status.

Abstract: A system and method for real-time process management. An attribute of a process currently performed may be related to a key performance indicator (KPI) threshold. A system may determine, in real-time, the KPI threshold was breached. An indication may be provided to, for example, a mobile device. Feedback related to an intervention of an expert may be received on the mobile device.