Abstract: A method and apparatus are provided for identifying activities within a work schedule. The methods include the steps of identifying an agent, defining at least one schedule profile associated with a single workday of the agent and identifying any occurrences within the work schedule that match the defined schedule profile.

Abstract: A graphical user interface (“GUI”) defined cursor displacement tool is provided for use on a touch-sensitive display or screen of a computing system. The GUI defined cursor displacement tool includes a first portion defining a cursor control handle, a second portion defining a cursor tip, and an offset visibly separating the cursor control handle and the cursor tip. The control handle is operable to synchronously move about the touch-sensitive screen with the cursor tip, at the offset from the cursor tip, to interact with screen graphics displayed on the touch-sensitive screen.

Abstract: A graphical user interface (“GUI”) defined cursor displacement tool is provided for use on a touch-sensitive display or screen of a computing system. The GUI defined cursor displacement tool includes a first portion defining a cursor control handle, a second portion defining a cursor tip, and an offset visibly separating the cursor control handle and the cursor tip. The control handle is operable to synchronously move about the touch-sensitive screen with the cursor tip, at the offset from the cursor tip, to interact with screen graphics displayed on the touch-sensitive screen.

Abstract: A method and apparatus are provided for presenting information to an agent of an organization. The method includes the steps of the organization detecting a contact with a client of the organization, classifying the contact based upon information delivered along with the contact and delivering the contact to the agent. The method further includes the steps of retrieving a set of reference key words and key words in context based upon the classification of the contact, detecting keywords and keywords in context from a dialog between the agent and client, matching at least some of the detected keywords and key words in context with the reference keywords and keywords in context, identifying information within a database based upon the matching and presenting the identified information to the agent.

Abstract: A method and system for scheduling a callback time for customer service. The system calculates estimated handling resources for a customer interaction system (14) and forecasts a customer service transaction workload for the estimated handling resources of the customer interaction system (14). The system then determines the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload.

Abstract: A method and apparatus are provided for evaluating a plurality of work schedules containing scheduling information for a plurality of agents of an organization. The method includes the steps of providing a rule plug-in, defining a rule from the plug-in by associating an agent scheduling characteristic with the plug-in, comparing the agent scheduling characteristic with a set of agent scheduling entries of each agent within each of the plurality of work schedules and selecting a work schedule of the plurality of work schedules for use by the organization based upon the comparison.

Abstract: A method and apparatus are provided for identifying activities within a work schedule. The methods includes the steps of identifying an agent, defining at least one schedule profile associated with a single workday of the agent and identifying any occurrences within the work schedule that match the defined schedule profile.

Abstract: A method and apparatus are provided for presenting information to an agent of an organization. The method includes the steps of the organization detecting a contact with a client of the organization, classifying the contact based upon information delivered along with the contact and delivering the contact to the agent. The method further includes the steps of retrieving a set of reference key words and key words in context based upon the classification of the contact, detecting keywords and keywords in context from a dialog between the agent and client, matching at least some of the detected keywords and key words in context with the reference keywords and keywords in context, identifying information within a database based upon the matching and presenting the identified information to the agent.