Abstract: A feedback instrument management system may be used to send a feedback instrument based on a user interaction. The user interaction and one or more feedback instruments may be received at a processing module. The feedback instruments may each have an associated set of rules and limiting criteria. The processing module may determine which feedback instruments have all rules satisfied and have not met the limiting criteria. A feedback instrument from the set of feedback instruments that have all rules satisfied and have not met the limiting criteria may be selected. The selection may be based on a priority value or an auction. The auction may be based on auction factors, such as satisfaction scores. The selected feedback instrument may be sent to the user.

Abstract: A system and machine-implemented method relating to enhanced customer service via processing a first communication from a customer via a first communication service, automatically obtaining a first classification, included in a plurality of predefined classifications for customer support issues, associated with the first communication, establishing a second communication between the customer and a customer service representative, and displaying to the customer service representative information about the first communication with an indication that the first classification is associated with the first communication.

Abstract: A system and machine-implemented method relating to identifying anomalous events by estimating a processing time for an operation, estimating a processing time for an operation; calculating a maximum threshold time based on the estimated processing time for indicating anomalous processing of the operation, periodically determining during processing of the operation an amount of processing time used to perform the operation; and sending a notification to a user indicating an anomalous run of the operation has occurred if the determined amount of processing time exceeds the maximum threshold time.

Abstract: A system and machine-implemented method relating to event processing including receiving from a first system first event data describing a first user initiated event occurring on the first system and converted from a first data format to a second data format, receiving from a second system second event data describing a second user initiated event occurring on the second system and converted from a third data format to the second data format, associating a first view component which processes at least one of event data and dimension data to generate a report with event data received from the first system, and invoking the first view component in response to receiving the first event data to generate a report for an end user.