Abstract: Portlet information can be updated by first identifying one or more portlets presented on a client. Each portlet can include an interface control that is iteratively updated from a remotely located data source. For each portlet, a presented and a hidden version of the interface control can be established. Each portlet can fetch data from the data source and use this data to update the hidden version of the interface control. The hidden version of the control can be updated using the fetched data. After the hidden version is updated, the hidden version can be switched with the presented version. Each portlet can have a portlet refresh rate and the steps of fetching data, updating the hidden version, and switching the hidden version with the presented version can be repeated to satisfy the portlet refresh rate.

Abstract: Providing data to portlets can include a step of registering a plurality of portlets to determine a type of data required by the portlets. The registering can establish a portlet context for handling future data requests for the portlets. A type of information associated with one of the portlets can be determined. A data acquisition process can be initialized to obtain the determined type of information from a data source. A data request can be received for data of the determined type from the associated portlet. Data can be acquired from the data source using the initialized process. The data request can be responded to using the acquired data. In one embodiment, the acquisition of data from the source and the updating of the portlets can occur asynchronously, where a cache is used to temporarily store data acquired from the data source that is used to update the portlets.

Abstract: The disclosed solution provides a tailored user experience available through a Web portal that addresses the multiple-view, multiple-data needs of operations, supervisory, policy making, and executive personnel of an organization. These various roles can all be concerned with measurement/assessment of an organization's compliance with performance targets, for which real-time, near real-time or other metrics are gathered. The metrics can be presented in a role tailored fashion to the portal users in near real-time along with federation of analysis and trend calculation output. Business logic can be applied to the federated data and near real-time metrics to automatically effectuate actions and/or to suggest responses when received metrics exceed previously established boundaries. Collaboration tools and Web 2.0 information sharing technologies can be integrated in the portal to facilitate rapid coordinated responses and to share information across the organization.

Abstract: A method for handling contact center requests can include the step of identifying a contact center request and a resource type to handle the request, where a resource of the resource type can be selected from a multitude of contact center resources. The contact center resources can include at least one enterprise resource and at least one provider resource. The request can be handled using the selected resource.

Abstract: The disclosed solution provides a tailored user experience available through a Web portal that addresses the multiple-view, multiple-data needs of operations, supervisory, policy making, and executive personnel of an organization. These various roles can all be concerned with measurement/assessment of an organization's compliance with performance targets, for which real-time, near real-time or other metrics are gathered. The metrics can be presented in a role tailored fashion to the portal users in near real-time along with federation of analysis and trend calculation output. Business logic can be applied to the federated data and near real-time metrics to automatically effectuate actions and/or to suggest responses when received metrics exceed previously established boundaries. Collaboration tools and Web 2.0 information sharing technologies can be integrated in the portal to facilitate rapid coordinated responses and to share information across the organization.

Abstract: Providing data to portlets can include a step of registering a plurality of portlets to determine a type of data required by the portlets. The registering can establish a portlet context for handling future data requests for the portlets. A type of information associated with one of the portlets can be determined. A data acquisition process can be initialized to obtain the determined type of information from a data source. A data request can be received for data of the determined type from the associated portlet. Data can be acquired from the data source using the initialized process. The data request can be responded to using the acquired data. In one embodiment, the acquisition of data from the source and the updating of the portlets can occur asynchronously, where a cache is used to temporarily store data acquired from the data source that is used to update the portlets.

Abstract: Portlet information can be updated by first identifying one or more portlets presented on a client. Each portlet can include an interface control that is iteratively updated from a remotely located data source. For each portlet, a presented and a hidden version of the interface control can be established. Each portlet can fetch data from the data source and use this data to update the hidden version of the interface control. The hidden version of the control can be updated using the fetched data. After the hidden version is updated, the hidden version can be switched with the presented version. Each portlet can have a portlet refresh rate and the steps of fetching data, updating the hidden version, and switching the hidden version with the presented version can be repeated to satisfy the portlet refresh rate.

Abstract: The present invention utilizes a service gateway as a communication intermediary between clients and service providers. The gateway can include a dynamic runtime cache. Clients can communicate with the service gateway using a polling methodology. When polled information is already in the cache, the information can be immediately provided to the clients. Otherwise, the information can be obtained by querying a service provider. Service providers can communicate with the gateway using a subscription methodology. Information updates relating to subscriptions can be pushed to the cache. Hence, the cache always contains current information. Thus, clients are able to remain loosely-coupled in a service oriented architecture (SOA) without the SOA suffering from scalability or latency issues, which occur in conventional SOA implementations as the number of clients increase.

Abstract: A method for handling contact center requests can include the step of identifying a contact center request and a resource type to handle the request, where a resource of the resource type can be selected from a multitude of contact center resources. The contact center resources can include at least one enterprise resource and at least one provider resource. The request can be handled using the selected resource.

Abstract: A method for providing usage-based Web services can include the step of identifying a desired usage level at which a Web service is to be provided to a requestor before providing the Web service. A request for the Web service can be received from the requestor. Resources necessary to achieve the usage level can be determined. The Web service can be responsively provided in a dynamic fashion based upon the usage level.