Abstract: Providing training interventions in a contact center includes determining a first agent of the contact center to offer training to; selecting from a data store a first training item from among a plurality of training items related to addressing the same training opportunity, each of the plurality of training items having an associated effectiveness value; and assigning the first training item to the first agent. Subsequent to the first agent completing the first training item, an effectiveness of the first training item is measured; and based on the measured effectiveness, the effectiveness value associated with the first training item is adjusted.

Abstract: A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.

Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal. Receipt of a request to establish the communication channel is responded to by determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal. If a license is determined to be allocated to the service provider terminal, establishment of the communication channel is allowed. If a license is determined not to be allocated to the service provider terminal, availability of a license from a pool of licenses is determined. If a license is determined not to be available, establishment of the communication channel is refused. If a license is determined to be available, the license is allocated to the service provider terminal and establishment of the communication channel is allowed.

Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal. Receipt of a request to establish the communication channel is responded to by determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal. If a license is determined to be allocated to the service provider terminal, establishment of the communication channel is allowed. If a license is determined not to be allocated to the service provider terminal, availability of a license from a pool of licenses is determined. If a license is determined not to be available, establishment of the communication channel is refused. If a license is determined to be available, the license is allocated to the service provider terminal and establishment of the communication channel is allowed.

Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal. Receipt of a request to establish the communication channel is responded to by determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal. If a license is determined to be allocated to the service provider terminal, establishment of the communication channel is allowed. If a license is determined not to be allocated to the service provider terminal, availability of a license from a pool of licenses is determined. If a license is determined not to be available, establishment of the communication channel is refused. If a license is determined to be available, the license is allocated to the service provider terminal and establishment of the communication channel is allowed.

Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal. Receipt of a request to establish the communication channel is responded to by determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal. If a license is determined to be allocated to the service provider terminal, establishment of the communication channel is allowed. If a license is determined not to be allocated to the service provider terminal, availability of a license from a pool of licenses is determined. If a license is determined not to be available, establishment of the communication channel is refused. If a license is determined to be available, the license is allocated to the service provider terminal and establishment of the communication channel is allowed.

Abstract: Contacts are routed to contact center agents handling multiple concurrent contacts by determining, for each of a plurality of agents, a historical average measure of time taken by that agent to handle one more contact than they are currently handling, and making a routing decision which is at least partially based on this historical average measure of time.

Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal is disclosed. The method comprises responding to receipt of a request to establish the communication channel by: a) determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal; b) if a license is determined to be allocated to the service provider terminal, allowing establishment of the communication channel; c) if a license is determined not to be allocated to the service provider terminal, determining availability of a license from a pool of licenses; d) if a license is determined not to be available, refusing establishment of the communication channel; and e) if a license is determined to be available, allocating the license to the service provider terminal and allowing establishment of the communication channel.

Abstract: A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.

Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact centre and a service request terminal is disclosed. The method comprises responding to receipt of a request to establish the communication channel by: a) determining whether a licence for a media type associated with the communication channel is allocated to the service provider terminal; b) if a licence is determined to be allocated to the service provider terminal, allowing establishment of the communication channel; c) if a licence is determined not to be allocated to the service provider terminal, determining availability of a licence from a pool of licences; d) if a licence is determined not to be available, refusing establishment of the communication channel; and e) if a licence is determined to be available, allocating the licence to the service provider terminal and allowing establishment of the communication channel.