Abstract: A combination of two or more offers may be selected from a plurality of offers to be served to potential respondents, in a method performed using one or more processors in a computing system. The method of selecting may comprises receiving a request for a selection of a combination of two or more offers from the sets of offers; in response to the request: performing a series of selection operations each resulting in the selection of one offer to be included in the combination, each selection operation being carried out according to a respective model including one or more variables. The variables of the model for the second and any subsequent selection operation may include at least one selected offer from a previous selection operation. A signal identifying the selected offers may be output to cause the combination of the selected offers to be served to a respondent.

Abstract: A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In an Internet Protocol (IP) network having a direct media streaming between a first media-client and a source IP device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source IP device, switching from the direct media streaming mode to a media forking mode by starting a media forking service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source IP device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source IP device.

Abstract: Systems and methods for generating and implementing a real-time multi-factor authentication policy across multiple channels, are configured to: during a pre-authentication stage: receive, via a user interface, information defining one or more scenarios; receive, via the user interface, information defining one or more authentication flows; for each of the one or more scenarios, map one of the one or more authentication flows to a given scenario; and generate a multi-factor authentication policy associated with each of the one or more scenarios; and during a real-time authentication stage: upon receiving an interaction, identify, by a decision engine, a relevant scenario of the one or more scenarios; implement, by the decision engine, the multi-factor authentication policy associated with the relevant scenario; and determine, by the decision engine, an authentication result.

Abstract: A system and method of altering computer resource allocation may include receiving a first time-series metric describing a processes; receiving a second time-series resource metric describing a computer resource; and analyzing the first time-series metric and the second time-series resource metric as an independent and a dependent variable to determine a gradient coefficient defining the ratio of the rate of change between the first time-series metric and the second time-series resource metric. The result may be used to predict resource usage, and to provision or allocate the resource accordingly.

Abstract: A system and method may determine performance data for workers by for example generating or receiving, for a set (e.g. one or more) of workers, computer data describing total scheduled work time for the set of workers for a period or range of time; and obtaining or receiving for the set of workers computer data describing total out of conformance time for the set of workers for the period or range of time. The total scheduled work time for the set of workers for the period of time may have subtracting from it the total out of conformance time for the set of workers for the period of time, to create an intermediate sum. This intermediate sum may be divided by the total scheduled work time for set of workers for the period of time to calculate the non-productive conformance percentage for the set of workers.

Abstract: A system is provided for a workforce management system adapted to perform automated scheduling operations based on one or more scheduling rules. The system includes a processor and a computer readable medium operably coupled thereto, to perform the scheduling operations which include receiving, from an administrative user, parameters for a plurality of queries for a gamified survey, determining the gamified survey for the plurality of queries, wherein each of the plurality of queries further comprises an agreement level with an answer to the query, distributing the gamified survey to a first user through the workforce management system, detecting a first survey response by the first user to the gamified survey, and generating, without input from the administrative user, a first scheduling rule associated with the first user based on the first survey response.

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

Abstract: A system and method for accessing elements of a table in a digital image of the table, including: obtaining the digital image of the table; finding table elements in the digital image based on digital table properties, wherein the table elements define table cells; calculating coordinates of the table cells in the digital image based on the table elements; and accessing content of a selected table cell in the digital image using the coordinates of the selected table element.

Abstract: A method for providing coachable events for agents within a call center is provided. Behavior score waveforms for interactions and behaviors can be determined. Events can be identified in the behavior score waveforms within identified durations, and a relevancy of one or more events to one or more behaviors can be determined.

Abstract: A system and method analyzes computer actions to identify computer-based processes (e.g. computer-user interactions) which are automation candidates. A data gathering process executed by a processor on a computer may collect low-level user action information or items, each low-level user action information or item including for example an input type description, a user name, and screen window information. At a computer sequential pattern mining may be applied to determine a set of subprocesses, each subprocess including a series of low-level user actions, each user action associated with a user action vector, and each subprocess associated with a subprocess vector generated from user action vectors associated with (typically generalized) low-level user actions comprised in the subprocess. The subprocess vectors may be grouped or clustered to create processes. For each process, an automation score may be calculated using the actions in the subprocesses in the process.

Abstract: A computer based system and method for automatically detecting frustration in an interaction, may include: identifying in the interaction using a set of linguistic rules, natural language patterns related to frustration, wherein the linguistic rules further define weights associated with the natural language patterns and rule metadata; reviewing the rule metadata associated with the identified natural language patterns to identify override attributes, wherein if the rule metadata does not include override attributes, then a frustration level in the interaction is determined based on the identified natural language patterns and weights associated with the identified natural language patterns; and if the rule metadata includes override attributes than the frustration level is determined based on the identified override attributes.

Abstract: A transaction tracking system includes a display that permits viewing the relationship between related transactions. In the display, individual transactions are depicted as transaction icons sorted in time order horizontal rows according to order ID.

Abstract: A system and method for intelligent adherence analysis/conformance analysis coaching where a graphical user interface, which allows a supervisor to select a date range and an objective, such as a goal amount of adherence/conformance to occur at a goal frequency, is displayed; adherence/conformance data, for one or more agents, is received, agents are determined to require coaching based on a comparison of the adherence/conformance data at the goal frequency to the goal amount of occurrences of the goal amount of adherence/conformance at the goal frequency; coaching sessions are scheduled with each of the agents determined to require coaching; and an alert, which includes information indicating why the agent requires coaching, is transmitted to each of those agents.

Abstract: A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.

Abstract: A method of assisting an agent in real-time includes includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.

Abstract: A computerized method for automatic detection of an availability of an agent to attend a schedule of customer calls in a call center and reassignment thereof may include assessing an agent availability to attend a schedule in a predefined time interval before a starting time of the schedule. If the assigned agent is not available, candidate agent availability may be assessed from a plurality of schedules to participate in the schedule of the unavailable agent. One or more candidate agents from a plurality of agents may be identified to replace the unavailable assigned agent based on the candidate agent availability. A replacement agent chosen from the one or more candidate agents may be assigned based on skills or preferences for each of the one or more identified candidate agents. A supervisor may be notified that the chosen replacement agent will attend the schedule in place of the unavailable assigned agent.

Abstract: A method for providing anonymized contact information to a workforce management system includes receiving contact information from a plurality of customer business units; assigning each of the plurality of customer business units one or more industry classification codes or product classification codes; anonymizing, by a processor, the contact information to the one or more industry classification codes or product classification codes; receiving, by a processor, a query from a workforce management system for anonymized contact information in one or more industry classification codes or product classification codes; and providing the anonymized contact information to the workforce management system for use in a workforce management predictive model.

Abstract: Methods for routing customers to an agent include receiving a customer communication; representing the customer communication as an array of one or more agent skills desired to handle the customer communication in one hot coding format or as a vector with an induced metric using an embedding algorithm; routing the represented customer communication to an agent having the one or more agent skills; measuring performance of the agent in relation to the one or more agent skills during or after the customer communication; updating, in real-time, one or more performance scores of the agent in a skill profile, wherein the one or more performance scores are related to the one or more agent skills; and routing subsequent customer communications based on the updated one or more performance scores.

Abstract: A system and method analyzes computer actions to identify computer-based processes (e.g. computer-user interactions) which are automation candidates. A data gathering process executed by a processor on a computer may collect low-level user action information or items, each low-level user action information or item including for example an input type description, a user name, and screen window information. At a computer sequential pattern mining may be applied to determine a set of subprocesses, each subprocess including a series of low-level user actions, each user action associated with a user action vector, and each subprocess associated with a subprocess vector generated from user action vectors associated with (typically generalized) low-level user actions comprised in the subprocess. The subprocess vectors may be grouped or clustered to create processes. For each process, an automation score may be calculated using the actions in the subprocesses in the process.

Abstract: A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (ii) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa; (iii) retrieving from the ranked clusters, a list of fraudsters; and (iv) transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit.