Abstract: Systems and methods for routing and/or servicing contacts using video analysis of one or more video streams are provided. The systems and methods are particularly applicable to a contact center.

Abstract: The disclosure generally describes computer-implemented methods, software, and systems for allowing model-based backend services adaptations of business objects. One computer-implemented method includes receiving, at a generic interface associated with at least one backend application, a request for data from a particular backend application, identifying a service for execution associated with the received request based at least in part on the received request, identifying a configuration entry associated with the identified service in a configuration table, where the configuration entry defines a set of access-related information associated with at least one business object associated with the backend application, and requesting data from a business logic layer of the backend application based, at least in part, on the access-related information associated with the at least one business object.

Abstract: A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.

Abstract: A contact center for processing a work request is provided. The contact center includes a queuing module operable to add a contact of a customer in a first work queue for processing of the work request received. Further, the contact center includes an interactive module to prompt the customer for receiving inputs corresponding to additional skill or an additional work request of the customer, while the customer is waiting in the first work queue for availability of an agent for processing of the work request. Furthermore, the queuing module may add the contact of the customer in a second work queue for serving the customer by processing of at least one of the work request and the additional work request based on the inputs. The customer is served when an agent is available through at least one of the first work queue and the second work queue.

Abstract: The disclosure generally describes computer-implemented methods, software, and systems for allowing model-based backend services adaptations of business objects. One computer-implemented method includes receiving, at a generic interface associated with at least one backend application, a request for data from a particular backend application, identifying a service for execution associated with the received request based at least in part on the received request, identifying a configuration entry associated with the identified service in a configuration table, where the configuration entry defines a set of access-related information associated with at least one business object associated with the backend application, and requesting data from a business logic layer of the backend application based, at least in part, on the access-related information associated with the at least one business object.

Abstract: Systems and methods for routing and/or servicing contacts using video analysis of one or more video streams are provided. The systems and methods are particularly applicable to a contact center.

Abstract: System and method to provide a self-organizing, context aware address book, the method including: receiving sensor data about a status of a user; receiving external data about a status of predetermined contacts of the user; data mining the external data based upon the sensor data and entries within the address book; calculating a respective likelihood value to at least a portion of the entries within the address book; determining a prominence for the portion of entries within the address book; and displaying the portion of entries within the address book with the prominence.

Abstract: Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.

Abstract: Provided herein is a system and method to produce a composite rating using context information. The method may include: measuring a first and a second metric in a first and a second context respectively, to provide a first and a second contextual measurement, respectively; transforming the first contextual measurement to a first plurality of semantic context values by use of a first plurality of pertaining functions; transforming the second contextual measurement to a second plurality of semantic context values by use of a second plurality of pertaining functions; combining one or more of the first plurality of semantic context values and one or more of the second plurality of semantic context values, by use of one or more fuzzy logic rules, to produce a plurality of semantic distributions; and calculating a centroid of a merger of the plurality of semantic distributions in order to produce the composite rating.

Abstract: Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.

Abstract: A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.

Abstract: A fastener assembly includes a male threaded fastener and a washer captured between a head of the fastener and a thread of the fastener. A terminal portion of the thread adjacent the washer is provided with crest depressions to thereby form material of the thread run out into elevations of the thread between adjacent depressions, to thereby maintain the specified major diameter of the thread adjacent the washer.

Abstract: A fastener assembly includes a male threaded fastener and a washer captured between a head of the fastener and a thread of the fastener. A terminal portion of the thread adjacent the washer is provided with crest depressions to thereby form material of the thread run out into elevations of the thread between adjacent depressions, to thereby maintain the specified major diameter of the thread adjacent the washer.

Abstract: A rotary solenoid comprises: a ferromagnetic core having a rotatable shaft disposed through an axial aperture in the core; a permanently magnetized armature fixedly mounted relative to a first end of the shaft, the armature having a pair of pole portions of opposite magnetic polarity; a first stator pole coupled to the first end of the core and extending proximate the armature; a second stator pole coupled to the second end of the core and extending proximate the armature; and a winding disposed around the core, wherein the rotor rotates from a first position to a second position in response to a direct electrical current in a first direction through the winding, and the rotor rotates from the second position to the first position in response to a direct current in a second direction through the winding. The first and second stator poles may be curved around the outer circumference of armature and spaced apart therefrom.