Patents Assigned to Witness Systems, Inc.
  • Patent number: 8719067
    Abstract: Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: collecting an agent activity of a first class and an agent activity of a second class; and displaying the agent activity of the first class and the agent activity of the second class along the same timeline axis. The agent activities are collected from a contact center data source. The second class is different from the first class. Both activities are associated with the same agent. Each activity is derived from a different virtual data source.
    Type: Grant
    Filed: May 31, 2011
    Date of Patent: May 6, 2014
    Assignee: Witness Systems, Inc.
    Inventors: Jason Fama, Uri Peleg, Michael R. Bourke, Jr., Richard M. Lawrence, Sameet Vasant Joshi
  • Patent number: 8705723
    Abstract: Systems and methods for scheduling workforces are provided.
    Type: Grant
    Filed: January 7, 2010
    Date of Patent: April 22, 2014
    Assignee: Witness Systems Inc.
    Inventors: Jason Fama, Uri Peleg, Simon Shvarts, Mike Bourke, James Gordon Nies, Vinod Prabhu
  • Publication number: 20080281870
    Abstract: Data exchanged between at least one server and at least one user is intercepted in a capturing module that operates independently from the server and the user. A copy of the intercepted data is stored in a database. The intercepted data that is destined for the server is forwarded to the server, or the intercepted data that is destined for the user is forwarded to the user. The intercepting and storing are performed transparently to the user. Interception of data may be performed continuously, and storing of data may be performed during a predetermined time window or at predetermined time intervals. The intercepted data may include events, attributes, images, user identifications, requests, and/or responses. Only a predetermined portion of the data and/or data that satisfies predefined rules is stored. The user may be a web server or a web browser, and the server may be a web server. The data may be exchanged in the form of an Internet protocol and assembled into a web page view for the user.
    Type: Application
    Filed: May 12, 2008
    Publication date: November 13, 2008
    Applicants: WITNESS SYSTEMS, INC.
    Inventors: Christopher Straut, Albert S. Boyers, Joseph H. Owen, Jr., Ram Choragudi
  • Publication number: 20080244686
    Abstract: Systems and methods for enhancing security of files are provided. A representative method includes: associating information with a file, the information identifying contents of the file; monitoring the information and the file contents; detecting a lack of correlation between the information and the file; and responsive to detecting the lack of correlation, storing information corresponding to a modification of the file separately from the file.
    Type: Application
    Filed: March 27, 2007
    Publication date: October 2, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Qirong Li, Kenneth Richard Brodhagen
  • Publication number: 20080244597
    Abstract: Included are embodiments for determining an extension-to-channel mapping. At least one embodiment includes receiving first data associated with a communication from at least one communications device and receiving second data from a recording resource. Some embodiments include determining whether the at least one communications device is coupled to a recording resource. Some embodiments include matching the communications device to a recording resource and in response to matching, creating an association of the at least one communications device to the recording resource.
    Type: Application
    Filed: March 30, 2007
    Publication date: October 2, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Marc Calahan, Jamie Richard Williams, Kenneth Richard Brodhagen, Damian Smith, Robert John Barnes
  • Publication number: 20080240399
    Abstract: Included are embodiments for channel mapping. At least one embodiment of a system includes an initiating component configured to initiate a communication with a communications device, the communications device being coupled to a first extension. Some embodiments include a receiving component configured to receive recording data from a plurality of extensions at a plurality of recording resources, the plurality of extensions including the first extension and at least one other extension. Similarly, some embodiments include a first determining component configured to determine a channel that received the initiated communication.
    Type: Application
    Filed: March 30, 2007
    Publication date: October 2, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Marc Calahan, Jamie Richard Williams, Kenneth Richard Brodhagen, Damian Smith, Robert John Barnes
  • Publication number: 20080240126
    Abstract: Included are embodiments for determining an extension-to-channel mapping. At least one embodiment includes determining, at a first time, a first extension-to-channel mapping configuration, the first extension-to-channel mapping configuration including an indication that at least one extension is coupled to a first recording channel. Similarly, some embodiments include determining, at a second time, a second extension-to-channel mapping configuration, the second extension-to-channel mapping configuration including an indication that the at least one extension is coupled to a second recording channel. Similarly, some embodiments include creating an extension-to-channel map, the extension-to-channel map indicating a configuration of the at least one extension, the first recording channel, and the second channel during a time period between the first time and the second time.
    Type: Application
    Filed: March 30, 2007
    Publication date: October 2, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Marc Calahan, Jamie Richard Williams, Kenneth Richard Bordhagen, Damian Smith, Robert John Barnes
  • Publication number: 20080137820
    Abstract: Included are embodiments for recording data from a communication. A least one embodiment includes a system for recording data from a communication that includes a controller component and a gateway component passively coupled to a switching component. In at least one embodiment the gateway component configured to receive at least a portion of the control data, the gateway component further configured to receive media data associated with the with the communication.
    Type: Application
    Filed: December 8, 2006
    Publication date: June 12, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Marc Calahan, Mark Edmund Coleman
  • Publication number: 20080137640
    Abstract: Included are embodiments for recording data from a communication. A least one embodiment includes receiving media data associated with the communication from a first communications device at a first receive port and sending the received media data to a first transmit port, wherein the first transmit port is coupled to a second receive port. Some embodiments include sending the received media data to a recording device via a connection with the recorder, the connection being located on the coupling of the first transmit port and the second receive port.
    Type: Application
    Filed: December 8, 2006
    Publication date: June 12, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Marc Calahan, Mark Edmund Coleman
  • Publication number: 20080137641
    Abstract: Included are embodiments for recording data from a communication. A least one embodiment includes a system for recording data from a communication. Embodiments of a system include a controller component configured to receive control data associated with a communication and a first switching component configured to receive media data associated with the communication from a first communications device via a first receive port. Similarly, some embodiments include a recording component coupled to the connection line, the recording component configured to receive at least a portion of the media data from the connection line.
    Type: Application
    Filed: December 8, 2006
    Publication date: June 12, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Marc Calahan, Mark Edmund Coleman
  • Publication number: 20080080481
    Abstract: Included are embodiments for detecting presence in a communications system environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.
    Type: Application
    Filed: December 7, 2006
    Publication date: April 3, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
  • Publication number: 20080080483
    Abstract: Included are embodiments for detecting presence in a call control protocol environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.
    Type: Application
    Filed: December 8, 2006
    Publication date: April 3, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
  • Publication number: 20080082502
    Abstract: Systems and methods for storing and searching a customer center environment. In this regard, a representative method comprises: generating data from workforce applications, at least one of the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities; storing the data in unstructured databases, at least one of the unstructured databases being operative to communicate with one of the workforce applications, the at least one of the unstructured databases including unstructured data that does not have a data structure; receiving search parameters that are used to search the data in the at least one of the plurality of unstructured databases; searching the at least one of the plurality of unstructured databases according to the search parameters; and displaying search results on a displaying device.
    Type: Application
    Filed: March 30, 2007
    Publication date: April 3, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventor: Rajan Gupta
  • Publication number: 20080080482
    Abstract: Included are embodiments for recording communications. At least one embodiment of a method includes receiving an invite message relating to a communication between a first communications device and a second communications device, extracting information associated with the communication, and tagging the extracted information from a header, the extracted information being associated with the communication.
    Type: Application
    Filed: December 7, 2006
    Publication date: April 3, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
  • Publication number: 20080080685
    Abstract: Systems and methods for recording in a customer center environment are provided. In this regard, a representative method comprises: receiving data related to a communication; communicating with a recording system to determine the processing capabilities of the recording system; determining whether to adjust packet size of the data based on the processing capabilities of the recording system; responsive to determining that the packet size is to be adjusted, adjusting the packet size of the data based on the processing capabilities of the recording system; and transmitting the data with the adjusted packet size to the recording system.
    Type: Application
    Filed: March 29, 2007
    Publication date: April 3, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Robert Barnes, Jamie Williams, Marc Calahan, Thomas Dong
  • Publication number: 20080065902
    Abstract: Systems and methods for recording an encrypted contact center interaction.
    Type: Application
    Filed: June 30, 2006
    Publication date: March 13, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Daniel Thomas Spohrer, Jamie Richard Williams, Marc Adam Calahan
  • Publication number: 20080052535
    Abstract: Systems and methods for selectively recording encrypted contact center interactions based upon characteristics associated with the interaction, a contact center, or a recording module.
    Type: Application
    Filed: June 30, 2006
    Publication date: February 28, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Daniel Thomas Spohrer, Jamie Richard Williams, Marc Adam Calahan
  • Publication number: 20080043985
    Abstract: Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with skills that are to be used for scheduling agents of the local contact center; and generating work schedules for the agents of the local contact center based, at least in part, on a correlation between the skills of the agents of the remote contact center and the local contact center, and an evaluation of the work schedules of the agents of the remote contact center.
    Type: Application
    Filed: June 26, 2007
    Publication date: February 21, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Jason Fama, Uri Peleg, Simon Shvarts, Mike Bourke, James Nies, Vinod Prabhu
  • Publication number: 20080034094
    Abstract: Recording resources are selectively dedicated for recording data exchanged between entities attached to a network including at least one agent in an enterprise, a user, and a server connected to the agent and the user. At least one interconnection point is selected among interconnection points in the network including one or more points between the user and the server, between the server and a data distributor connected to the user and the agent, and between the agent and the server for recording the exchanged data Recording resources are dedicated to the selected interconnection point for recording the exchanged data based on an objective for recording the data.
    Type: Application
    Filed: October 15, 2007
    Publication date: February 7, 2008
    Applicant: WITNESS SYSTEMS, INC.
    Inventors: Dan Safstrom, Dan Spohrer
  • Publication number: 20080002823
    Abstract: Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.
    Type: Application
    Filed: May 1, 2007
    Publication date: January 3, 2008
    Applicant: Witness Systems, Inc.
    Inventors: Jason Fama, Simon Shvarts, Joseph Watson, Jeff Iannone