Abstract: A computerized system and method may analyze data representing remotely connected computer systems, which may be for example used by agents as part of their activity and/or routine within a given system or organization, to assess and/or quantify critical factors that may impact the output and/or efficiency for a given agent or a plurality of agents within the system or organization. In a computerized-system comprising one or more processors, and a memory including a data store of agents' data and metrics, embodiments of the invention may collect a plurality of data streams, which may include call and/or chat data and/or metadata; store the data streams in an appropriate database; periodically extract parts of the stored data from the database, and calculate effectiveness scores based on the extracted data; and transmit the calculated scores to potential data utilizers and/or target applications, to be presented via a user interface thereof.

Abstract: A separate virtual (e.g. aural) location for one or more interaction or telephony call participants may provide an indication or clue for at least one of the call participants of who is speaking at any one time, reducing errors and misunderstandings during the call. Auditory localization may be used so that participants are heard from separate virtual locations. An audible user interface (AUI) may be produced such that audio presented to the listening user is location-specific, the location being relevant to the user, just as information presented in a graphical user interface (GUI) might be relevant. For example, a plurality of audio streams which are part of an interaction between communicating parties may be accepted, and based on the audio streams, a plurality of audio outputs may be provided, each located at a different location in three-dimensional space.

Abstract: A separate virtual (e.g. aural) location for one or more interaction or telephony call participants may provide an indication or clue for at least one of the call participants of who is speaking at any one time, reducing errors and misunderstandings during the call. Auditory localization may be used so that participants are heard from separate virtual locations. An audible user interface (AUI) may be produced such that audio presented to the listening user is location-specific, the location being relevant to the user, just as information presented in a graphical user interface (GUI) might be relevant. For example, a plurality of audio streams which are part of an interaction between communicating parties may be accepted, and based on the audio streams, a plurality of audio outputs may be provided, each located at a different location in three-dimensional space.

Abstract: A system and method for determining automated uptime of internet-based software may include one or more memories storing check suites, each check suite including an ordered sequence of a plurality of checks corresponding to an execution flow of an ordered sequence of functions of the internet-based software; and one or more processors configured to determine a total amount of down time for a monitoring period by: during each time interval of the monitoring period, performing each of the plurality of check suites on the internet-based software, and applying at least one weighing factor to results of performing each of the plurality of check suites.

Abstract: A separate virtual (e.g. aural) location for one or more interaction or telephony call participants may provide an indication or clue for at least one of the call participants of who is speaking at any one time, reducing errors and misunderstandings during the call. Auditory localization may be used so that participants are heard from separate virtual locations. An audible user interface (AUI) may be produced such that audio presented to the listening user is location-specific, the location being relevant to the user, just as information presented in a graphical user interface (GUI) might be relevant. For example, a plurality of audio streams which are part of an interaction between communicating parties may be accepted, and based on the audio streams, a plurality of audio outputs may be provided, each located at a different location in three-dimensional space.

Abstract: A computer implemented method for agent scheduling using a Mixed Integer Programming (MILP) model, and a Mixed Integer Programming and Search Heuristic (MILP&SH) algorithm. The MILP model of the invention comprises of an objective function, decision variables, and constraints expressing tour group and shift template rules and required staffing levels as equations and inequalities. The MILP&SH algorithm comprises of an MILP solution algorithm and a search heuristic. The MILP solution algorithm applied to the MILP model to generate a plurality of solutions. If a solution generated by the MILP solution algorithm is an integer feasible solution, the search heuristic generates agent schedules. If a solution is not an integer feasible solution, the steps of the search heuristic are executed to find an integer feasible solution. The search heuristic compares the objective function value for an integer feasible solution found with the objective value for the best solution.

Abstract: A separate virtual (e.g. aural) location for one or more interaction or telephony call participants may provide an indication or clue for at least one of the call participants of who is speaking at any one time, reducing errors and misunderstandings during the call. Auditory localization may be used so that participants are heard from separate virtual locations. An audible user interface (AUI) may be produced such that audio presented to the listening user is location-specific, the location being relevant to the user, just as information presented in a graphical user interface (GUI) might be relevant. For example, a plurality of audio streams which are part of an interaction between communicating parties may be accepted, and based on the audio streams, a plurality of audio outputs may be provided, each located at a different location in three-dimensional space.

Abstract: Methods and systems for reducing latency during conference calls are provided. The method and system can involve a conference call coordinator that evaluates the regions of participants in the call each time a call is added or dropped and transfers the conference call to a media server in the appropriate region.

Abstract: A method for handling calls to be moved within a system having an unmonitored domain and a monitored domain can include the step of upon first arrival of a call at said unmonitored domain, a context of said call based on a called number, a calling number, and any redirection number(s) included in said call can be provided. Another step of the method can include, for each movement of said call between said unmonitored domain and said monitored domain, providing a unique number to be temporarily used for said particular movement, based on said call context, while avoiding that said unique number is used to move any other call within the system at the same time. An apparatus for can be configured to facilitate performance of the method (e.g. communication system, a device, non-transitory memory, etc.).

Abstract: Methods and systems for reducing latency during conference calls are provided. The method and system can involve a conference call coordinator that evaluates the regions of participants in the call each time a call is added or dropped and transfers the conference call to a media server in the appropriate region.

Abstract: An example method of generating contact totals based on customer communication patterns in different time zones may include obtaining information indicative of geographic locations for customers of a contact center. The obtained information may be analyzed to determine locations for the customers based on the information indicative of geographic locations. The time zone behaviors for each of the determined locations of the customers may be determined. The method may include accumulating numbers of the customers contacting the contact center for a sampled time period. Contact totals may be generated based on the accumulated numbers. The accumulated numbers may be stored along with the corresponding time zone behaviors for the determined locations of the customers.

Abstract: Systems and methods for synchronizing data between a communications management system and data management system. In some implementations, contact data may be requested from a data management system external to and/or operated by a distinct entity with respect to a communications management system. The requested contact data may be received at the communications management system and the communications management system may be used to establish a communication using at least one contact from the requested contact data. The requested contact data may be updated using data generated during the communication and then updated contact data may be transmitted to the data management system to synchronize the two systems.

Abstract: A multi-tiered communication system for provisioning a cloud computing system to host a media server. The system includes a data center including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the data center. The system also includes a media server implemented in a cloud computing system. The media server is configured to route an incoming call from one subscriber to another, or in the case of a caller to the data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication.

Abstract: Methods and apparatus for improving a contact with a customer in a contact handling system by introducing a slower expected communication rate to the contact are disclosed. The method can include communication via a first media having a first communication rate. The method can include ceasing communication via the first media. The method can include beginning communication via a second media having a second communication rate slower than the first communication rate. The method can further include ceasing communication via the second media and beginning communication via a third media having a third communication rate faster than the second communication rate.

Abstract: Methods and apparatus for improving a contact with a customer in a contact handling system by enabling parallel communication via more than one media during a contact are disclosed. The method can include establishing a first connection path with the customer and communicating a first communication with the customer over the first connection path via a first media. The method can include establishing a second connection path with the customer and communicating a second communication with the customer over the second connection path while the first connection path is open over the second communication path via the second media.

Abstract: Methods and apparatus for improving a contact with a customer in a contact handling system are disclosed. The method can include receiving communication from the customer via the first media. The method can include transitioning serially from a first media to a second media. The method can include abandoning the first media during the transition. The method can include receiving communication from the customer via the second media at the contact handling system.

Abstract: Methods and apparatus for recording agent activity and display information optionally redacting sensitive information from the recorded imagery prior to review by the agent's supervisor in a contact handling system are disclosed. The method can include recording image data displayed to the agent on a visual display during interaction by the agent with the contact media. The method can include audio recordings of what the agent heard and spoke that are combined with the recorded image data to simultaneously display the video and audio to a supervisor for quality assurance in the contact handling system. The method can further include modifying one or more selected pixels of the recorded image data to automatically exclude information from the recorded image data thereby creating redacted image data.

Abstract: A text communication aggregator stores text communications between patrons and a contact handling system. The communications each include a tag identifying senders of the text communications. The aggregator further provides the stored text communications as threaded conversations. Each of the threaded conversations include text communications between a particular patron and the contact handling system, and each of the threaded conversations is associated with the particular patron. The aggregator further provides identifiers that identify threaded conversations having at least one new text communication from the patrons.

Abstract: Methods and apparatus for improving confidentiality of sensitive information received from a customer in a contact handling system including an agent are disclosed. The method can include opening a first connection path between the customer and the contact handling system. The method can include making communication sent by the customer through the first connection path available to the agent. The method can include opening a second connection path between the customer and the contact handling system as the agent and customer communicate over the first connection path. The method can include preventing the agent from accessing communication sent over the second communication path. The method can include receiving sensitive information through the second communication path.

Abstract: Methods and apparatus for monitoring communication of contacts for identifying contacts for potential supervision are disclosed. The method can include electronically monitoring communication between an agent and a customer associated with a contact. The method can include monitoring the communication for one or more characteristics of the communication. The method can include automatically identifying, based on the one or more characteristics of the communication, that the contact includes a risk of producing a negative customer response. The method can include presenting the identified contact to a supervisor.