Abstract: A system is adapted to automatically evaluate compliance to data masking rules by a service provider. The system includes a processor and a non-transitory computer readable medium carrying instructions. The instructions include receiving a list of private data elements for which masking is required, and receiving a transcript of a particular interaction between the service provider and a customer, where the transcript includes data elements, at least of which is a private data element. The instructions also include analyzing the transcript with natural language processing to identify times or locations within where private data elements are recorded; determining, based on a set of compliance rules and the analyzed transcript, whether any private data element are unmasked at the identified times or locations; and, if a private data element is unmasked, issuing an output related to the unmasked private data elements.

Abstract: A computerized-method for determining an agent-proficiency when addressing concurrent customer sessions via one or more channel types and utilization thereof is provided herein. The computerized-method includes operating a Concurrent-Sessions-Handling-Agent-Proficiency (CSHAP) module.

Abstract: A computerized-method for enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory-digital-channel type. The computerized-method may include operating an Abandoned-Interactions-Input-Utilization (AIIU) module. The AIIU-module may include: (a) operating an accumulator-module to: (i) retrieve abandoned inbound-interactions from the data store of abandoned inbound-interactions and (ii) forward details of the abandoned inbound-interactions to an analyzer-module; (b) for each abandoned inbound-interaction of the abandoned inbound-interactions, a. operating the analyzer-module on the forwarded details of abandoned inbound-interactions to: (i) extract query context and metadata; and (ii) identify a satisfactory-digital-channel type; b.

Abstract: A computerized-method for identifying and utilizing effectiveness of an agent elevating channels during an interaction, in an Omnichannel-Session-Handling environment, is provided herein. The computerized-method may operate, during a duty-cycle, an Elevated Interaction Efficacy (EIE) module for each agent in a data-storage of agents. The EIE-module may include: (a) operating an interaction-module to retrieve one or more interactions of the agent; (b) filtering out from the retrieved interactions, one or more elevated interactions, based on one or more attributes from metadata of the retrieved interactions; (c) calculating an Elevated Interaction Handling (EIH) score for the agent based on one or more attributes from the metadata of the one or more elevated interactions; (d) storing the calculated EIH score in the data-storage of agents; and (e) sending the EIH score to one or more applications, to take one or more follow-up actions based on the EIH score and a calculated EIH threshold.