Abstract: A computer-implemented method and system for ancillary travel vendor fee expense management comprising: receiving, by at least one expense management application, travel expense transaction data, said travel expense transaction data further comprising at least one expense transaction attribute; generating, by the at least one expense management application, at least one travel expense transaction record, wherein said at least one travel expense transaction record includes said expense transaction data, and storing said at least one expense transaction record in an expense transaction database; determining, by at least one ancillary fee module which analyzes the at least one expense transaction attribute, whether the at least one expense transaction corresponds to a travel event, a fee for an ancillary good or service offered by a travel vendor, or a fee for an ancillary good or service offered by a travel agency; presenting the at least one expense transaction record on a computerized user interface contained

Abstract: A method and system for assigning tasks to contact center agents is disclosed, wherein an automatic call distributor (ACD) used for distributing incoming contact center calls to the agents is used to distribute other tasks to the agents. When an agent task (different from handling an incoming call) is determined, a corresponding “proxy” telephone call is generated from within the contact center to a PBX to assign an agent to the task. The ACD processes the proxy call substantially identically to any other incoming call requesting an agent's services. A proxy call has as its destination phone number the directory number of a call group used in selecting an appropriate agent for performing the task. The proxy call phone number additionally identifies the location of detailed information about the task.

Abstract: Hierarchical remediation on the unmet service needs associated with work items queued in a work processing facility is used in order to maximize the achievement of service level goals. A hierarchical remediator and corresponding hierarchical remediation method may each be employed in a work distributor or an automatic call distributor (“ACD”). The hierarchical remediator determines which work item among pending work items of different types will be distributed to an available server. The hierarchical remediator and its corresponding hierarchical remediation method ensure that more important jeopardized service levels receive greater remedial compensation than the less important ones. The hierarchy of distinct service classes associated with jeopardized service levels may comprise one input to the hierarchical remediator. The hierarchical remediator may also consider a skill preference profile for the available server as another input.