Abstract: Methods and systems for constructing rules enable a simultaneous display of multiple windows on a display screen of a computer system. The multiple windows include a first window configured as a library and a second window configured as a canvas. Custom configuration of tiles in the library is enabled, and each tile corresponds to a term. Further, selection of the tiles from the library for placement in the canvas is enabled, and the placement reflects a logical statement, which corresponds to one or more instructions capable of being executed by a computer to perform a business function.

Abstract: Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.

Abstract: An apparatus for and method of utilizing an Internet terminal coupled to the world wide web to access a legacy data base management system having a dialog-based request format to prepare, modify, and execute stored procedures. The user request is passed to the legacy data base management system via the Internet. The command type is determined whereby list, parameter, column, and execute commands are defined. In response to the user request, the scripted procedure is accessed, prepared, modified, or executed, as appropriate. Invalid and/or undefined requests result in an error response. Valid and defined requests result in performance of the requested command and transfer of an appropriate response to the user terminal.

Abstract: Methods and systems for constructing rules enable a simultaneous display of multiple windows on a display screen of a computer system. The multiple windows include a first window configured as a library and a second window configured as a canvas. Custom configuration of tiles in the library is enabled, and each tile corresponds to a term. Further, selection of the tiles from the library for placement in the canvas is enabled, and the placement reflects a logical statement, which corresponds to one or more instructions capable of being executed by a computer to perform a business function.

Abstract: Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.

Abstract: An apparatus for and method of processing a service request via a legacy data base management system to produce a response. The response is converted from the internal format of the legacy data base management system into an XML document which is transferred via the Internet to a user.

Abstract: An apparatus for and method of processing a service request in XML document format via a legacy data base management system to produce a response. The service is defined by a component definition which is presented to the legacy data base management system as a combination of tables, variables, and script defining various components. The inputs are defined in accordance with a combination of components from a variety of sources. The legacy data base management system honors the service and returns results as appropriate.