Abstract: Customers often call a contact center to resolve an issue only to find the contact center cannot resolve the customer's issue and instead requires a third party to perform some action. By monitoring a customer's communication with an agent, an automated process may generate a workflow to address the issue comprising at least one action to be performed by a third party. The third party is then contacted, in real-time or offline, and provided with their actions to be performed. Records are written to a blockchain describing authentications, actions to take and by whom, and the completion of such actions. The resulting success, or lack thereof, is provided as feedback to further refine the accuracy of the automatic determinations of the workflow and/or the identity of the particular third parties.

Abstract: Embodiments of the present invention utilize context subsystems to logically group resources according to context. Such context subsystems can be nested (i.e. hierarchical), and thus further simplify the complex configuration relationships encountered with complex systems. Higher level (i.e. parent) context subsystems contain at least one resource that is utilized by a lower level (i.e. child) component, subsystem, or context subsystem. Context subsystems can be hierarchically arranged in single- and multi-parent arrangements and single- and multi-child arrangements. The number of context subsystem hierarchical levels is virtually unlimited and is generally dictated by the complexity of the system and the corresponding simplification needs of the configuration technology being utilized to configure the system. Context subsystems are applicable and useful in a configuration environment for virtually any configurable system amenable to contextual groupings of resources.

Abstract: Embodiments of the present invention utilize context subsystems to logically group resources according to context. Such context subsystems can be nested (i.e. hierarchical), and thus further simplify the complex configuration relationships encountered with complex systems. Higher level (i.e. parent) context subsystems contain at least one resource that is utilized by a lower level (i.e. child) component, subsystem, or context subsystem. Context subsystems can be hierarchically arranged in single- and multi-parent arrangements and single- and multi-child arrangements. The number of context subsystem hierarchical levels is virtually unlimited and is generally dictated by the complexity of the system and the corresponding simplification needs of the configuration technology being utilized to configure the system. Context subsystems are applicable and useful in a configuration environment for virtually any configurable system amenable to contextual groupings of resources.

Abstract: Embodiments of the present invention utilize context subsystems to logically group resources according to context. Such context subsystems can be nested (i.e. hierarchical), and thus further simplify the complex configuration relationships encountered with complex systems. Higher level (i.e. parent) context subsystems contain at least one resource that is utilized by a lower level (i.e. child) component, subsystem, or context subsystem. Context subsystems can be hierarchically arranged in single- and multi-parent arrangements and single- and multi-child arrangements. The number of context subsystem hierarchical levels is virtually unlimited and is generally dictated by the complexity of the system and the corresponding simplification needs of the configuration technology being utilized to configure the system. Context subsystems are applicable and useful in a configuration environment for virtually any configurable system amenable to contextual groupings of resources.

Abstract: Embodiments of the present invention utilize context subsystems to logically group resources according to context. Such context subsystems can be nested (i.e. hierarchical), and thus further simplify the complex configuration relationships encountered with complex systems. Higher level (i.e. parent) context subsystems contain at least one resource that is utilized by a lower level (i.e. child) component, subsystem, or context subsystem. Context subsystems can be hierarchically arranged in single- and multi-parent arrangements and single- and multi-child arrangements. The number of context subsystem hierarchical levels is virtually unlimited and is generally dictated by the complexity of the system and the corresponding simplification needs of the configuration technology being utilized to configure the system. Context subsystems are applicable and useful in a configuration environment for virtually any configurable system amenable to contextual groupings of resources.