Abstract: The present disclosure provides, among other things, methods and systems of navigating information that include: detecting, at an electronic device, a first input; displaying, in response to the first input, a first number of cells in a first grid; receiving, as a second input at the electronic device, a first selection of a first cell in the first number of cells in the first grid, where the first cell includes a first piece of information; and displaying, in response to the receiving the first selection, a second number of cells in a second grid, where cells in the second number of cells correspond to a sub-type of information related to the first piece of information.

Abstract: Agents of a contact center may utilize a text channel (e.g., text chat, email, etc.) to communicate with a customer. A processor monitors the keystrokes entered by the agent. If the agent is found to have entered keystrokes beyond a previously determined threshold, and subsequently deleted the resulting test and replaced it with another test, a deficiency may be determined to be present. When a deficiency is present, the processor may initiate a remediation action.

Abstract: Agents of a contact center may utilize a text channel (e.g., text chat, email, etc.) to communicate with a customer. A processor monitors the keystrokes entered by the agent. If the agent is found to have entered keystrokes beyond a previously determined threshold, and subsequently deleted the resulting test and replaced it with another test, a deficiency may be determined to be present. When a deficiency is present, the processor may initiate a remediation action.