Abstract: A database stores a document as a plurality of encrypted records, where each record is indicative of an incremental change to the state of the document, and encrypted using a document key. The document key is stored with encryption decryptable using a group key, and the group key is stored with encryption decryptable using a first access key. In response to a request to rotate from the first access key to a second access key, the database decrypts the group key using the first access key, a stores a group key re-encrypted with the second access key.

Abstract: Systems and methods are described for indexing related documents to provide more robust search functionality within an index. In one aspect, a first document, such as a comment or status update associated with a second document or ticket item, may be obtained. As a result of the first document including first data that is linked to second data of the second document, an instance of the second document may be modified to include at least a portion of the first data. An index, which indexes a corpus of documents, such as ticket items, may be updated to include the modified second document, such that the first data is associated with the modified second document in the index. Responsive to a query for the first data in the index, the modified second document and any included first data may be returned.

Abstract: A system, method, and device for monitoring communications or agents in a contact center are disclosed. The exemplary system may have a monitoring station for transmitting a request to monitor an agent. A server of the exemplary system may have a servlet container and filter portion for receiving and routing requests and responses of agents and customers. The filter may produce a copy of at least one response and request received by the agent. The server may communicate the copy to the monitoring station when the request to monitor from the monitoring station is received by the server.

Abstract: A system, method, and device for routing a request in a contact center are disclosed. The exemplary system may have a workstation for transmitting a request and a server responsive to said at least one workstation. The server may have a servlet container and filter portion for receiving and routing the request and for automatically generating a response to the request. The servlet container may create a response object when the request from the workstation is received, and associates the response objects with the response and the request. The filter portion may parse the request for one or more request objects to determine a routing destination and modify the response objects based on the routing destination.

Abstract: The present invention includes a system and method of HTML transaction logging in a Web based HTTP protocol contact center. The system includes a central processing unit operatively connected to a server having a filter portion and a servlet container. A storage facility is operatively connected to the filter portion of the server. The filter portion has a plurality of filters operatively connected in series or chainable, wherein the filters are configured such that each filter is processed in the order of the configuration. The agent, via the central processing unit, requests logging of a particular HTML transaction. The server receives the request and communicates it to the servlet container. The servlet container creates a response to the request, unique logging tokens and objects and associates them with the request and the response. The plurality of filters parse the request and the response for the unique logging tokens and objects to determine if the HTML transaction is to be logged.