Abstract: A system for managing events at a contact center is disclosed. The system may include a memory and at least one processor. The at least one processor may be configured to receive an input from a user identifying at least one condition associated with a service level at the contact center, the at least one condition including at least a threshold of a call waiting time at the contact center; detect an occurrence of an event meeting one of the at least one condition; and in response to the detecting, provide a notification to a device associated with the user and operating in a collaboration environment, thereby notifying the occurrence of the event.

Abstract: A system for managing events at a contact center is disclosed. The system may include a memory and at least one processor. The at least one processor may be configured to receive an input from a user identifying at least one condition associated with a service level at the contact center, the at least one condition including at least a threshold of a call waiting time at the contact center; detect an occurrence of an event meeting one of the at least one condition; and in response to the detecting, provide a notification to a device associated with the user and operating in a collaboration environment, thereby notifying the occurrence of the event.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for processing voice calls received by a mobile device. One of the methods includes receiving, by a mobile device configured with a plurality of voice calling applications, a first incoming voice call through a first voice calling application of the plurality of voice calling applications; determining that, when the first incoming voice call is received, a second voice call is ongoing through a second, different voice calling application of the plurality of voice calling applications; selecting a processing rule that applies to the first voice calling application and the second voice calling application from a set of one or more processing rules; and processing the first incoming voice call in accordance with the selected processing rule.