Abstract: A system and method are presented for predicting contact center behavior. In one embodiment, closed form simulation modeling may be used to simulate behavior from input distributions. Models may be created through staging and analysis of historical Automatic Call Distribution data. Service level, average speed of answer, abandon rate, and other data may be predicted to generate forecasts and analysis of contact center behavior. Examples of behavior may include staffing levels, workload, and the Key Performance Index of metrics such as service level percentage, average speed of answer, and abandonment rate percentage.

Abstract: A communications handler manages incoming communications of different channel types and determines an appropriate contact center agent to receive the communication, based on which communication type and the number of sessions for each type, that an agent can handle. The performance of the agent handling the various communication sessions across the channel types is measure and monitored. If the agent's performance crosses a threshold indicating an unacceptable decrease in performance, a channel type/session may be de-assigned in order to improve the agent's performance. If the agent's performance is stellar and allows, then a further channel type or communication session of a channel type may be added. Various graphical user indications for managing the channel type performance and de-assignment are presented.

Abstract: An embodiment relates generally to a method of providing visibility in technical support. The method includes providing for a plurality of technical groups, each group specializing in a technical area and is comprised of a plurality of senior and junior members. The method also includes receiving a technical issue from a user to be resolved by a selected technical group of the plurality of technical groups and providing access to the user in a process of resolving the technical issue by the selected technical group.

Abstract: A computer system assists in fixing issues. Ticket management logic receives an issue detected on a device. Diagnosing logic identifies the issue based on contextual information received from the device and stores issue data related to the issue into a data store. Routing logic receives an indication of a flagged component of the issue data, flagged by a developer, and initiates communication between a user and the developer based at least in part on the flagged component.

Abstract: An apparatus monitoring calls of a system includes a processor and memory causing the apparatus to perform operations including capturing recordings of calls in real-time from recorded devices. The processor may further cause the apparatus to compare audio call data of the calls detected by a switch with audio content of recorded calls by recorder devices to determine whether the audio call data matches the audio content of recorded calls. The processor may further cause the apparatus to monitor conditions of recorder devices during calls to determine whether a component(s) of recorder devices or of communication devices exceeds a threshold. The processor may further cause the apparatus to monitor memory in which recorded calls are transferred for archiving to determine whether there is enough storage in the memory. The processor may further cause the apparatus to determine metrics impacting quality of recorded calls and perform analytics on the recorded calls.

Abstract: A real-time speech analytics system (“RSTA system”) detects speech during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the RTSA system and transmitted to a checkpoint and alert reporting module (“CARM”), which is configured to generate and update a checkpoint widget displayed to the agent. The CARM may also store, and retrieve, meta-data regarding speech which may have been detected in conjunction with the checkpoint. The meta-data may be stored in a manner that is separate from storing the audio recordings of the call. The CARM may also process user search queries for checkpoint meta-data for calls based on various specified criteria. The checkpoint meta-data for a particular call may be then selected and reviewed by the supervisor separate from the retention of the audio of that call.

Abstract: A device may capture call data corresponding to call between an agent of a call center and a caller. The device may identify a guidance template based on the call data. The guidance template may include one or more rules and/or information for assisting the agent during the call. The device may generate an agent prompt based on the guidance template and/or provide the guidance prompt to an agent device of the agent. The agent device may receive the guidance prompt and display the guidance prompt to the agent. The agent device may capture additional call data from the call and update the guidance prompt based on the call inputs.

Abstract: A system for handling a transaction for a client service center comprising only one interface configured to communicate with a plurality of data stores to access data, interact with a user via a single screen device, and display one at a time on the single screen device a plurality of subsequent and dependent screen views to enable the user to view the data and implement a sequence of steps selected by the user to complete a transaction, wherein the interface does not display and does not notify the user of access to data on the different data stores, and wherein the screen views are displayed in a determined order based on the transaction and the steps selected by the user to reveal the data and the steps in a hierarchical manner from more general data and steps to more detailed and dependent data and steps.

Abstract: A call manager for providing agent assistance in a contact center is disclosed. The call manager includes a monitoring module configured to monitor at least one conversation between a customer and an agent and to monitor one or more attributes of the agent. The call manager further includes a selection module configured to select one or more data items based on the at least one monitored conversation and the one or more monitored attributes of the agent. The call manager further includes a display module configured to display the one or more selected data items to the agent.

Abstract: An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the to subscribing applications.

Abstract: A method of evaluating scripts in an interpersonal communication includes monitoring a customer service interaction. At least one portion of a script is identified. At least one script requirement is determined. A determination is made whether the at least one portion of the script meets the at least one script requirement. An alert is generated indicative of a non-compliant script.

Abstract: A system includes one or more computer systems configured to receive a plurality of information streams from a corresponding plurality of client systems that have a defined geographic position, analyze the information feeds, generate messages based on the analysis of the information feeds, generate positional information associated with the messages, and generate a set of informational depictions of the generated messages, with the informational depictions of the messages when rendered on a display device are rendered in juxtaposition with representations of the client systems according to the generated positional information.

Abstract: Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.

Abstract: The disclosed system and methods provide real-time information about how agents and customers sound as they are speaking, allowing a supervisor to continuously monitor how agents are doing. The system allows agents to visualize their own speech behavior performance during and after a conversation while viewing important comparative information about prior conversations, and gamifies conversations in real-time by providing visual comparison between the live conversations and various target metrics. The visualization in-turn enhances agent interactive skills such as active listening and mirroring, as well as decision-making skills based on observations of customer engagement and distress levels.

Abstract: A computer implemented method and system for analyzing a set of data records is provided. Each data record comprises a value for each of a plurality of variables and the method comprises receiving a selection of a variable of interest from the plurality of variables; analyzing values in the data records of at least one variable of the plurality of variables other than the variable of interest; and using the analysis to create a statistical description of said at least one variable. The statistical description is then used to populate at least one template natural language description of a relationship between the variable of interest, or a value or range of values of the variable of interest, and the variable to which the statistical description applies.

Abstract: A system and method are provided for providing review and ratings information and for crowd-sourcing reviews and ratings in real-time based on activity of an entity to be rated. The system may include a storage device, a voice server, and a ratings server. The method may include receiving a notification of an action initiated by the entity being rated, receiving identifying information associated with the entity, outputting the identifying information on a display device, and prompting for a rating for the entity.

Abstract: A contact manager system for generating an agent's script is disclosed. The contact manager system includes a monitoring module configured to determine one or more browsing activities and related context information of at least one customer. The contact manager system further includes a script generation module configured to generate the at least one agent script based on the one or more determined browsing activities. The contact manager system further includes a display module configured to display the at least one agent script to one or more agents. The contact manager system further includes a verification module configured to validate the agent's script.

Abstract: A live service agent is associated to a first service session, where the first service session facilitates a communication exchange associated with a user inquiry between user equipment and a first service resource. The first service session remains uninterrupted by the associating of the live service agent. A verbal exchange of the communication exchange between the user equipment and the live service agent is recorded in response to the associating of the live service agent, and a number of keywords are identified. To the extent that the verbal exchange yields a satisfactory response to the user inquiry and that the recording is dissimilar to other recordings of a solution database, the recording is stored in the solution database. Other embodiments are disclosed.

Abstract: Disclosed are methods and systems for handling social media inputs in an existing multi-channel converged CSTA based infrastructure. The methods and systems may be characterized by determination of priority and potential churn index of the inputs received from sentiment analysis module based on predetermined parameters. The inputs are translated into qualifier by using predetermined combinations of severity index and anticipated churn index, which are then adapted into the CSTA specifications. Thereafter, the method and system includes determination of routing of the adapted posts for further treatment using inbound mechanism or outbound mechanism. Specifically, the routing of the inbound post is carried out leveraging the “one number service” of the CSTA based infrastructure.

Abstract: A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.

Abstract: A system, method, and computer readable medium for script logic viewing that comprises calculating a script path for at least one script, defining an entry point into the at least one script, determining at least one panel associated with the at least one script, creating a navigation file based upon the calculated script path, the defined entry point and the determined at least one panel, and presenting the created navigation file.

Abstract: Extracting and sharing user preference information includes receiving a call from a user device, retrieving user information from a user account stored in a user databank in response to receiving the call, executing a data backup operation to share the user account information with at least one established account partner remotely via a secure communication channel, wherein executing the data backup operation comprises transmitting the user account information to a remote databank of the at least one established account partner over the secure communication channel.

Abstract: A technique is disclosed that enables a contact center to provide enhanced services to its agents. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

Abstract: Systems, apparatus and methods are described including operations for memory access via direct memory access engines, of a Gaussian Mixture Model Accelerator, corresponding to individual data streams.

Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.

Abstract: Configuration parameters are defined for indicating when and how a call handled by a call handler is to be streamed to a speech analytics system (“SAS”). The parameters may indicate when a call is to be streamed by identifying certain campaigns or agents in which calls associated therewith are to be streamed to the SAS. The parameters may also identify how the streaming is to occur, namely via a single audio stream, a mixed audio stream, or dual audio streams. When using dual audio streams, a stream for the agent audio is established separately from a stream for the remote party audio. In addition, procedures are indicated for determining whether licenses are available for interfacing with the SAS. The number of licenses used for a call depends on whether the configuration parameters indicate one or two streams are to be established.

Abstract: A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored activities. An outcome for a particular contact center may be predicted based on monitored interactions for the particular contact center, and based on information in the knowledge base. An output is then generated based on the predicted outcome.

Abstract: A speech analytics system monitors speech from a remote party and/or agent to determine when a whisper is to be provided to the agent. A whisper is aural information that may assist the agent at certain opportune times. The whisper may be verbal or non-verbal in nature. A whisper bridge is used that allows the whisper to be heard by the agent, but not by the remote party. In one embodiment, the speech analytics system may cause visual-based agent information to be provided to the computer used by the agent, and monitor the agent's speech to ascertain if an expected speech response to the whisper was provided by the agent. If not, the speech analytics system may cause the whisper to be provided to the agent, as a form of reminder.

Abstract: Embodiments are directed to monitoring communication over a network using a network monitoring device (NMD). Measurement information may be generated based on network traffic that may be monitored by the NMD. Metrics associated with one or more characteristics of the monitored network traffic may be generated based on the measurement information. Layout information for a user-interface may be generated based on results of heuristics that use the measurement information. Generating the layout information may include, determining a layout template based on the results of the heuristics and the measurement information. Metric visualizations that may be associated with the metrics may be displayed in the user-interface based on the layout information. If measurements exceed defined threshold values, the layout information may be modified based on the changes to the measurement information. Accordingly, the layout of the user interface may be modified based on the modified layout information.

Abstract: Using an observation platform for mediating a communication. A first communication is parsed with a computer system according to a policy to determine metadata associated with the first communication, wherein the metadata comprises a first set of attributes and wherein the first communication is received at the computer system from a first communication device. The first set of attributes is compared to attributes of a plurality of communication devices associated with the observation platform, the comparing performed by the computing system. At least one recipient communication device is identified from the plurality of communication devices for the first communication based on the comparing, the identifying performed by the computing system. The first communication is relayed to the at least one identified recipient communication device via the computer system.

Abstract: A computer-implemented method that monitors the activity of different nodes within a system as well as crowd sourcing activity. The computer-implemented method determines that a first node formed a relationship with a second node, generates an edge based on the relationship between the first node and the second node, stores the edge in a graph index and assigns a privacy setting to the edge based on the relationship between the first and second nodes.

Abstract: A method of optimizing and managing processes for responding to requests (such as claims for benefits, or insurance applications) includes creating a process definition, performing an optimization of a resource employed for the process, and developing recommendations for process design or execution based on the simulation and optimization. In some cases, the resource being optimized is staffing. In some cases, the requests relate to acquisition of health insurance or governmental program services (for example, health insurance exchanges, benefit eligibility, Medicaid enrollment). The optimization may be non-deterministic and consider uncertainty factors. In some cases, a staffing level is estimated based on the optimization.

Abstract: The methods, apparatus, and systems described herein analyze mono-recorded customer-agent communications to apply distress analysis techniques to identify one or more distress events. The methods include recording a mono recording of a communication between an agent and a customer, separately recording the agent voice data in an agent recording, subtracting agent voice data from the mono recording using the agent recording to provide a separated recording including only customer voice data, convening at least the customer voice data to text, and applying distress analysis to a portion of the communication to identify one or more distress events.

Abstract: An apparatus generates an ordered list of managed targets. A list generating hardware unit generates a list of managed targets. A list displaying hardware unit displays, on a display device, the list of managed targets. The list generating hardware unit further acquires, from a predetermined storage device, history information relating to a session for each managed target from the list of managed targets, where the history information includes information for identifying a session executor who executed the session at a session time. The list generating hardware unit is further configured to determine, using acquired history information related to the session for each managed target from the list of managed targets, an order of the managed targets in the list of managed targets according to rules that are set based on a content of managed information for each managed target.

Abstract: Systems and methods are provided for analyzing conversations between customers and call center agents in real-time. An agent may be located at an agent station having a display screen. A continuous audio feed of the conversation between a customer and an agent may be received. For every second that the customer is speaking, a customer emotion score may be calculated in real-time. A frequency at which calculated customer emotion scores equal or exceed an emotion score threshold during a specified time interval may be calculated in real-time during the conversation. The calculated frequency for the customer may be compared, in real-time, to a plurality of specified frequency thresholds. A visual representation corresponding to a highest of the plurality of specified frequency thresholds that is equaled or exceeded by the calculated frequency for the customer may be displayed in real-time on the display screen of the agent station.

Abstract: A voice retrieval device includes a processor; and a memory which stores a plurality of instructions, which when executed by the processor, cause the processor to execute: setting detection criteria for a retrieval word, based on a characteristic of the retrieval word, such that the higher the detection accuracy of the retrieval word or the lower the pronunciation difficulty of the retrieval word or the lower the appearance probability of the retrieval word, the stricter the detection criteria; performing first voice retrieval processing on voice data according to the detection criteria and detecting a section that possibly includes the retrieval word as a candidate section from the voice data; and performing second voice retrieval processing different from the first voice retrieval processing on each candidate section and determining whether or not the retrieval word is included in each candidate section.

Abstract: Complex recording triggers are provided. As an example of a system and method, the volume of call records can be reduced by complex recording triggers, thereby reducing the storage space allocated for call records.

Abstract: An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the subscribing applications.

Abstract: A computer system for evaluating and coaching call center employee performance, comprising at least one processor, a non-transitory memory, and an application stored in the memory. When executed, the application: collects call reports about calls to telephone systems at different call centers; collects information about the calls from a call center computer system, where the information identifies call notes entered by agents, computer screens viewed by agents while handling a call, and a call reason determined by the call center computer system; determines a call handling performance for each call reason handled by an agent, for each agent; determines call handling performance statistics for each call reason, based on the call handling performances of all the agents; and provides a user interface to compare call handling performance by call reason among agents' supervisors, based on the call handling performance of each supervisor's agents relative to the call handling performance statistics.

Abstract: A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.

Abstract: A stateful application programming interface training system. The system comprises an interface configured for use in a customer facing production environment, wherein an instance of the interface is launched for each student using the training system; and a training application, wherein the application is configured to receive messages from the instances of the user interface, wherein each message invokes one of a plurality of different application programming interface methods, associate each message to one of a plurality of students, maintain a state of a plurality of training scenarios, a separate state of a training scenario for each of the plurality of students based on an identity of the student, determine when a state of a training scenario completes a checkpoint, and in response to a completed checkpoint, return particularized updated information to the instance of the interface associated with the completed checkpoint.

Abstract: A system and method for providing assistance to a customer of a computing device. In one aspect, an incoming call is received from a device of a customer; a check for identification of the customer is done; an event history of the device is obtained; and a solution is provided to the customer using the event history. In another aspect, a method includes: receiving a code from a mobile computing device; and in response to receiving the code, calculating at least one set of data for use in guiding a request of a customer for service to a resource that can provide a suggested remedy. In another aspect, a method includes: identifying a user associated with a mobile computing device; determining an event history of the mobile computing device; and providing guidance to resolve an issue based on the event history.

Abstract: Systems and techniques for transferring electronic data include enabling instant messaging communication between a sender an at least one recipient through an instant messaging host. In addition, voice communication is enabled between the sender and the recipient through the instant messaging host.

Abstract: Conversation information is provided to a conversation participant. Audio data is received a client device associated with a conversation participant. The client device maintains a buffer of received audio data, for instance audio data received in a previous interval of time. A recall request is received by the client device for information associated with the buffered audio data. The buffered audio data is analyzed responsive to the recall request to identify the requested information. The identified information is then presented at the client device.

Abstract: Embodiments are directed to monitoring communication over a network using a network monitoring device (NMD). Measurement information may be generated based on network traffic that may be monitored by the NMD. Metrics associated with one or more characteristics of the monitored network traffic may be generated based on the measurement information. Layout information for a user-interface may be generated based on results of heuristics that use the measurement information. Generating the layout information may include, determining a layout template based on the results of the heuristics and the measurement information. Metric visualizations that may be associated with the metrics may be displayed in the user-interface based on the layout information. If measurements exceed defined threshold values, the layout information may be modified based on the changes to the measurement information. Accordingly, the layout of the user interface may be modified based on the modified layout information.

Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

Abstract: Agents of a contact center often encounter conversational delays when speaking with a customer. These delays may be introduced by transmission delays, which include the distance between the agent and the customer, and processing delays, such as those introduced by systems and processes within a contact center. By providing an agent with information based on the amount of the delay, the agent can be prompted to overtalk the customer by a target amount. As a result, the customer may experience a more natural conversation with the agent. Furthermore, if a customer prefers more or less of a delay, such as based on their cultural norms, the delay may be modified to account for those cultural norms and better accommodate the conversational preferences of a diverse customer base.

Abstract: A system and method for monitoring telephone calls to detect fraudulent activity and take corrective action is described. The system receives a first group of telephone calls having associated voice characteristics and analyzes the first group of telephone calls to identify and store a first set of distributions of voice characteristics that are indicative of normal activity, fraudulent activity, or indeterminate activity. The system receives a second group of telephone calls to be analyzed. The system analyzes the second group of telephone calls to identify a second set of distributions of voice characteristics associated with the second group of telephone calls. The system then compares the second set of distributions of voice characteristics to the stored first set of distributions of voice characteristics to assess a probability that one or more telephone calls in the second group of telephone calls represents normal, fraudulent, or indeterminate activity.

Abstract: A system for zero-footprint screen capture, comprising a communication server software module, a screen capture server software module, a web server software module, and a media upload server software module, wherein the web server, on receiving a request for a specific web page from a client application whose screen is to be captured, uploads a persistent screen capture software application to the client, and further wherein, upon receiving a connection request from the screen capture application, establishes a persistent connection to the screen capture application and, on receiving a notification from the communication server pertaining to an interaction involving a user of the client application, sends instructions via the persistent connection to the screen capture application, and wherein the media upload server receives via the established connection to the uploaded screen capture application one or more data packets containing screen capture graphics data.

Abstract: Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include a voice interaction, wherein the agent follows the script via a plurality of panels. The voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.