Abstract: A method and system for determining anomalies in call center communications. Data relating to communications is streamed and processed to obtain baseline probability distributions over various domains of communications. Streams related to subsequent calls are compared to the baselines to determine anomalies.

Abstract: Communications within a call center are routed to agents based on available capacity of the agents. Weighting values are associated with communications and each agent has a maximum capacity. Calls are routed to agents based on a current occupancy of each agent. The current occupancy is determined based on weighting values associated with communications currently being handled by the agents. Agents generally are not assigned a communication that would result in an occupancy that is greater than the agent's maximum capacity.

Abstract: A computer implemented method and computer system for generating outbound calls in a call center in which a plurality of agents are to communicate respectively with outside parties through the outbound calls. The method includes determining a number of agents available for outbound calls, determining phone numbers respectively corresponding to the outside parties, creating an ordered list of calls corresponding to the phone numbers and periodically generating new call attempts by automatically dialing the phone numbers at a dynamic rate, wherein a number of new call attempts is based on a predictive algorithm.

Abstract: A system for quickly deploying WFM systems in contact centers is provided. A user or administrator can quickly install a WFM application on a deployment server. The administrator can provide the WFM application access to the contact center data where the WFM application can import data from the contact center about one or more customers, agents, queues, teams, and any other items typically associated with contact centers. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the WFM application may execute one or more workflows to automatically determine information such as maximum and minimum hours, break patterns, and shift data about the agents and teams.

Abstract: A computer implemented method and computer system for generating outbound calls in a call center in which a plurality of agents are to communicate respectively with outside parties through the outbound calls. The method includes determining a number of agents available for outbound calls, determining phone numbers respectively corresponding to the outside parties, creating an ordered list of calls corresponding to the phone numbers and periodically generating new call attempts by automatically dialing the phone numbers at a dynamic rate, wherein a number of new call attempts is based on a predictive algorithm.

Abstract: A method and system for automatically executing an action within a call center environment. Data is aggregated from multiple data sources into a combined data stream. One of the data sources is a source of data corresponding to at least one communication processed by the call center one of the data sources can be a source of external data representing activity that is external to the call center. The combined data stream is processed into successive batches of data corresponding to one or more communications between a call center agent and a communicating party received by the call center. A sensor data structure specifying at least one rule is applied to the batches of data. The at least one rule can include a machine learning model and a configuration data structure based on historical data from the multiple data sources. When it is determined that at least one of the batches satisfies the at least one rule, a notification message relating to the one or more communications is generated.

Abstract: A method and apparatus for scheduling agents in a call center to meet predefined service levels, wherein communications are associated with queues representing categories of communications, the queues including at least one concurrent queue of concurrent communications, wherein multiple concurrent communications can be handled concurrently by a single agent. The method includes executing a simulation to determine an effectiveness of plural agents. The simulation includes computing a skill group weighting (SGW) for each agent for at least one concurrent queue and at least one interval based on: tc, the time spent by the agent on queue C communications tall, the time spent by the agent on all concurrent communications te, the elapsed concurrent time for the agent tn, the non-idle time of the agent; and Agents are scheduled based on the SGW and max capacity of concurrent communications for each agent.

Abstract: Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.

Abstract: The present disclosure relates to systems, non-transitory computer-readable media, and methods that utilize featureless supervised or unsupervised machine learning to generate service provider match predictions based on raw communication data. In one or more embodiments, the disclosed systems utilize a trained service provider match neural network to generate a service provider match prediction based on raw communication data associated with an incoming audio, text, or video communication. In response to the generated service provider match prediction, the disclosed systems can route the incoming communication to the matched service provider.

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Abstract: A system uses intelligent logic to determine information from a communication and to infer relevant CRM objects that may be related the communication. The system further presents a user interface with the communication information and the related CRM objects to allow an agent to review, select, and relate the communication information to one or more CRM objects. Accordingly, the embodiments described herein improve the efficiency of communication management systems and CRM systems by providing an intelligent logic and unique user interface that greatly reduces the number of steps needed to relate communication information with a CRM object.

Abstract: A system for quickly deploying QM systems in contact centers is provided. A user or administrator can quickly install a QM application on a deployment server. The administrator can provide the QM application access to the contact center data where the QM application can import data from the contact center routing system about one or more customers, agents, queues, teams, and any other information or items typically associated with contact center routing systems. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the QM application may execute one or more workflows to automatically determine information such as evaluation frequency and coaching frequency about the agents and teams, or to create or select quality forms to use for the evaluation one or more agents, teams, or contacts.

Abstract: A system for scheduling deferred communications is provided. A workload requirement for a deferred queue for each interval of a set of intervals is determined. Each workload may indicate the amount of work predicted for the associated interval. A staffing requirement for an immediate queue is received and may indicate the number of agents needed to handle the immediate communications for the same intervals. The system, for each interval, may consider the number of agents needed for the interval in the immediate queue. Because the deferred communications do not have to be handled at any particular interval, the system may, based on the workloads, schedule agents for the deferred queue where the immediate queue is less busy (a smaller number of agents are scheduled). The goal of the system being to smooth the intervals such that the total number of agents scheduled for each interval across the immediate queue and the deferred queue remains fairly constant.

Abstract: In one embodiment, agents are each assigned a plurality of attributes based on their skills. Each attribute may be associated with a skill such as accounting, technical support, language, etc. In addition, some attributes may have an associated score or proficiency level that describes how proficient the agent is with respect to the attribute. Administrators may then create rules to route communications to agents based on the associated attributes and a customer category that is assigned to the communications.

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Abstract: Agents are grouped into skill groups based on the skills of each agent. Simulation are performed for a contact center with multiple queues, where agents from the skill groups are assigned to the queues based on the skills of the skill groups and the skills of the queues. After running the simulations, for each skill group and for each interval, the time each agent spent working using each associated skill is determined, and an average time for each skill is calculated for each interval. The average times are used to create a skill group weight for the skill group for each interval. Later, when the schedule engine is determining an agent placement for one or more intervals, the skill group weights for the intervals are used to calculate a score for the queues based on different agent placements. The placement with the best score (e.g., lowest) is implemented.

Abstract: Agents are grouped into skill groups based on the skills of each agent. Simulation are performed for a contact center with multiple queues, where agents from the skill groups are assigned to the queues based on the skills of the skill groups and the skills of the queues. After running the simulations, for each skill group and for each interval, the time each agent spent working using each associated skill is determined, and an average time for each skill is calculated for each interval. The average times are used to create a skill group weight for the skill group for each interval. Later, when the schedule engine is determining an agent placement for one or more intervals, the skill group weights for the intervals are used to calculate a score for the queues based on different agent placements. The placement with the best score (e.g., lowest) is implemented.