Abstract: An abradable sealing element is positioned radially outwardly of a plurality of aerofoil blades of a gas turbine engine. The abradable sealing element comprises a radially inwardly facing surface region and a plurality of cooling holes. The radially inwardly facing surface region comprises a wall structure, with the wall structure having one or more radially inwardly projecting walls formed by additive layer, powder fed, laser weld deposition. Each of the inwardly projecting walls is continuous and defines a plurality of repeating units arranged circumferentially around the radially inwardly facing surface region, each repeating unit is open at a radially inwardly facing side of the sealing element, and each repeating unit comprises a plurality of curved portions forming a multi-lobed profile shape. Each cooling hole is provided in the radially inwardly facing surface region at a position within the multi-lobed profile shape.

Abstract: Methods, apparatus, computer programs, and non-transitory computer readable storage mediums for repairing an aerofoil of a gas turbine engine A method of repairing an aerofoil of a gas turbine engine, the method comprising: controlling machining of at least one of: a first aerofoil and a second aerofoil; the machining causing an increase in a throat area defined by the first aerofoil, the second aerofoil, a first platform and a second platform, the first aerofoil and the second aerofoil being arranged to couple to the first platform and to the second platform; and controlling provision of a coating to at least one of the first platform and the second platform subsequent to controlling machining to reduce the throat area.

Abstract: Analyzing an audio interaction is provided. At least one change in an emotion of a speaker in an audio interaction and at least one aspect of the audio interaction are identified. The at least one change in an emotion is analyzed in conjunction with the at least one aspect to determine a relationship between the at least one change in an emotion and the at least one aspect, and a result of the analysis is provided.

Abstract: Customers are contacted on social media websites and instant messaging programs by monitoring a plurality of network-enabled user-interactive sites, e.g., social media websites, for an active presence of a customer on one of the sites. Upon detection of an active presence, a customer support agent is assigned to the customer associated, and a communication channel of customer's choice is established between the agent and the customer. This communication channel is used to exchange messages between the assigned agent and the associated predefined customer. A single contact center representation is established on each site, and a separate logical representation of each single contact center representation is established on premises equipment associated with the agent. The logical representation on the agent premises equipment is used to establish the communication channel between the customer support agent and the associated predefined customer.

Abstract: According to one illustrative embodiment, a method is provided for monitoring and analyzing an office process. Information relating to desktop interaction activities of an agent and non-desktop activities of the agent are collected to form collected information. The collected information is inferred to derive delimiters relating to the desktop interaction activities and the non-desktop activities of the agent, at least one transaction performed by the agent, at least one application used by the agent, and the office process. Metrics and key performance indicators relating to a behavior of the agent, a behavior of the at least one transaction, a behavior of the at least one application and a behavior of an office process are computed to form computed information, and the collected information and the computed information are stored into a data store.

Abstract: A method includes deriving first information from a number of agent-customer interactions in a customer service system, and determining concurrent system activity by the agents in the customer service system, the concurrent system activity occurring at least partially concurrently with the number of agent-customer interactions. The method further includes combining the determined first information and the determined concurrent system activity to determine second information related to one or more of the number of agent-customer interactions, and outputting the second information. Apparatus and program products are also disclosed.

Abstract: According to one illustrative embodiment, a method is provided for analyzing an audio interaction. At least one change in an emotion of a speaker in an audio interaction and at least one aspect of the audio interaction are identified. The at least one change in an emotion is analyzed in conjunction with the at least one aspect to determine a relationship between the at least one change in an emotion and the at least one aspect, and a result of the analysis is provided.

Abstract: A solid oxide fuel cell module (30) comprises a plurality of fuel cells (36). Each fuel cell (36) comprises a first electrode (40), an electrolyte (42) and a second electrode (44). A plurality of interconnectors (38) are arranged to electrically connect the fuel cells (36) in electrical series. Each interconnector (38) electrically connects a first electrode (40) of one fuel cell (36) to a second electrode (44) of an adjacent fuel cell (36). The first electrode (40) comprises a first layer (40A) on the electrolyte (42 to optimize the electrochemical activity at the electrolyte (42) and a second layer (40B) on the first layer (40A) to provide electronic conduction perpendicular to the layers (40, 42, 44) of the fuel cell (36). The second layer (40B) is arranged such that electronic conduction perpendicular to the layers (40, 42, 44)) of the fuel cell (36) is different at different positions in the second layer (40B).

Abstract: A solid oxide fuel cell module comprises a hollow support member and a plurality of fuel cells spaced apart longitudinally on one surface of the hollow support member. A plurality of interconnectors electrically connect the fuel cells in electrical series. Each fuel cell comprises a first electrode, an electrolyte and a second electrode. The first electrode of each of the fuel cells are electrically connected to the second electrode of adjacent fuel cells by a plurality of interconnectors spaced apart laterally with respect to the hollow support member. A laterally extending end of the first electrode of the said adjacent fuel cell has a plurality of recesses spaced apart laterally with respect to the hollow support member. Each of the interconnectors is positioned in a respective one of the plurality of recesses in the laterally extending end of the first electrode of the said adjacent fuel cell.