Abstract: An interactive location plan overlay system has a location interface to one or more maps for a location, and an overlay interface to one or more location plan overlays each associated with a specific one the maps. A mapping user interface is in communication with the location interface and the overlay interface to generate a display of a given one of the maps and the location plan overlays associated therewith in alignment with each other. An action item interface is receptive to input of an action item, and associated with a specific location on a selected one of the location plan overlays of the corresponding one of the maps. An action engine in communication with the action item interface. The received action item is stored and assignable by the action engine to a contact account for resolution.

Abstract: Embodiments of the present invention relate to shared call centers. More particularly, embodiments of the present invention relate to a shared call center that is in electrical communication with one or more client call centers. The shared call center, in embodiments, provides monitoring of agent personnel, provides customization of agent desktop applications or provides evaluation of agent personnel.