Abstract: A system monitors request processing operations and flags process defects (for example, a request that has become orphaned, stuck, or vanished from a processing queue.). The system uses knowledge of how a business process is expected to behave to how it is actually behaving to detect exception instances. The system can detect individual process instances behaving unexpectedly as well as patterns across instance sets. In some cases, the system maintains one set of information (for example, in a database) for requests that have been input to the system, and a second set of information for requests then being processed. The system may compare the two sets of information and identify differences between the sets of information.

Abstract: An agent efficiency analysis system for a contact center performs analysis and comparisons on where the agents' time is being spent. The system integrates data from multiple systems Automatic Call Distribution, Integrated Voice Response and Work Force Management contact center applications and organizes the data against a standard set of metrics. Statistical trend analysis (long-term and short-term) may be performed.

Abstract: A system for proactively marketing job openings via an employment clearinghouse in communication with employers and outreach organizations serving potential employees is provided. The employment clearinghouse provides information and services related to employment; receives one or more job openings from an employer; geocodes the one or more job openings to determine a location for each of the one or more job openings; determines, for each of the one or more job openings, one or more outreach organizations within a predetermined distance of the location determined for the job opening; and presents the received one or more job openings to the one or more determined outreach organizations.