Abstract: The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system correlates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.

Abstract: The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system correlates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.

Abstract: The present invention generates a compression invariant motion timeline for a video. For each second in the video, the method uses an identification procedure to determine a stored key frame size, a frame counter, and an accumulated size of frames. The method then calculates and stores a motion value for the second using the stored key frame size, the frame counter, and the accumulated size of frames. The motion values for each second may be used to construct a timeline for the video.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item from the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees.

Abstract: A method of workforce optimization includes acquiring video data. The video data is obtained from a plurality of video cameras in a facility comprising a plurality of departments. A customer load for each of the plurality of departments is identified. A location of each of a plurality of employees in the facility is identified. A customer-to-employee ratio is determined for each department. The determined customer-to-employee ratio for each department is provided to a computing device. At least one employee deployment notification is provided from the computing device to another computing device.

Abstract: Systems and methods for capturing interaction data relating to a host application (app) implemented on a mobile device are disclosed. A tracking module is embedded in the host application. Interaction data relating to the host application is captured on the mobile device with the tracking module. The captured interaction data is transmitted from the mobile device.

Abstract: Systems and methods for analyzing digital recordings of the human voice in order to find characteristics unique to an individual. A biometrics engine may use an analytics service in a contact center to supply audio streams based on configured rules and providers for biometric detection. The analytics service may provide call audio data and attributes to connected engines based on a provider-set of selection rules. The connected providers send call audio data and attributes through the analytics service. The engines are notified when a new call is available for processing and can then retrieve chunks of audio data and call attributes by polling an analytics service interface. A mathematical model of the human vocal tract in the call audio data is created and/or matched against existing models. The result is analogous to a fingerprint, i.e., a pattern unique to an individual to within some level of probability.

Abstract: What is disclosed is a video system. The video system includes a digital video recorder comprising a first camera interface configured to receive video captured from a first plurality of cameras, a packet interface configured to receive in a packet format video captured by a second plurality of cameras, and a storage system configured to store the video captured by the first plurality of cameras and the video captured by the second plurality of cameras. The video system also includes a video encoder coupled to the digital video recorder by a packet link, where the video encoder includes a second camera interface configured to receive video captured from the second plurality of cameras and an output interface configured to transfer in the packet format the video captured by the second plurality of cameras for delivery to the digital video recorder over the packet link.

Abstract: Embodiments described herein provide systems and methods for managing quality level of video transmission and storage. In a particular embodiment, a method provides receiving a video at a received quality level in a video storage system and determining a characteristic of the video. The method further provides determining whether the characteristic satisfies a criteria and, if the characteristic satisfies the criteria, storing the video at a quality level associated with the criteria.

Abstract: The present invention generates a compression invariant motion timeline for a video. For each second in the video, the method uses an identification procedure to determine a stored key frame size, a frame counter, and an accumulated size of frames. The method then calculates and stores a motion value for the second using the stored key frame size, the frame counter, and the accumulated size of frames. The motion values for each second may be used to construct a timeline for the video.

Abstract: The present invention is a method and system for automatedly producing at least one desktop analytics trigger. Upon receiving at least one type of data input, the system analyzes the data input and produces at least one desktop analytics trigger based on the results of the analysis of the data input. The data input can include data on the programs, applications, or information a user utilizes during a task, to allow use of desktop process analytics. This process may be used to either generate a new desktop analytics trigger or update an existing desktop analytics trigger.

Abstract: The present invention permits automated on-screen identification and obfuscation of sensitive data. The protective system receives a user's attempt to access sensitive data in a session, determines the user's level of access to sensitive data, and then obscures any sensitive data for which the user must supply credentials by placing at least one data field block over the sensitive data before the sensitive data is displayed on a desktop. As such the sensitive data cannot be seen by the user. The system can receive at least one credential from the user and compare it to at least one protective analytics rule in order to determine if it should remove the block and allow the user to view the sensitive data.

Abstract: Systems and apparatus for sensing and video capture include at least one camera with an optical sensor that captures video image data of a first sampling rate. An auxiliary sensor captures auxiliary data at a second sample rate. A processor is communicatively connected to the optical sensor and auxiliary sensor. The processor transmits video image data captured at the first sample rate auxiliary sensor data captured at the second sampling rate across a data connection to a centralized computer that receives the video image data and the auxiliary sensor data and operate to present the video image data and the auxiliary sensor data on a graphical display.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: Systems and method of video quality adaptation include acquiring video data to be streamed. An available bandwidth on a communications network is determined. A determined playback speed is determined based upon a bitrate of the video data to be streamed and the available bandwidth on the communications network. The video data is decoded to produce decoded video data which is encoded at the determined playback speed to produce encoded video data. The encoded video data is streamed across the communications network.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: The present invention is a method and system for automatically producing a learning plan. Upon receiving at least one type of data input, the system analyzes the data input and produces a learning plan based on the results of the analysis of the data input. This process may be used to either generate or update a learning plan, and may be repeated to update an existing learning plan.

Abstract: The system and method of the present application captures video of a scene in accordance with a plurality of capture characteristics, generates a capture profile for the video, and creates an index of the captured profile to enable a more rapid search of the captured video.