Abstract: When less than all participants of a remote conference consent to being recording, meeting minutes may need to be manually recorded as text for those non-consenting participants to ensure a complete record of the meeting. By signaling a minutes taker via their input device that a current speaker is a non-consenting speaker, the input device may enable or emphasize a textual input component and/or indicia of the current speaker. As a result, a conference server may receive textual content in place of speech for non-consenting participants and record the conference that is complete but omits speech provided by non-consenting participants.

Abstract: Meetings often run long and when the do, attendees of one meeting are often delayed to a subsequent meeting. A meeting attendee may establish a message announcing the overrun of the first meeting. Upon the occurrence of an event, such as time beyond the first meeting's end, the message is sent. The recipient may be individuals or other systems, such as a messaging system that then propagates the notification to the attendees or moderator of the subsequent message.

Abstract: Scheduling meetings should be a simple task but rarely is, especially for a large number of attendees. Meetings may be scheduled at a timeslot that affords the largest number of invitees the opportunity to attend. However, some of those invitees may have a conflict at that particular timeslot. By determining if an invitee will or will not attended the conflict, more opportunities to conduct the meeting are presented and a meeting may be scheduled at a time when the greatest number of invitees will attend.

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

Abstract: A method and system automatically determines when to review an agent response. The method performed by an oversight device includes receiving first data including a request type of a request received by a contact center. In response to the first data, the method includes automatically determining rules corresponding to the request type, the rules indicating required steps performed by an agent for the request type. The method includes receiving second data corresponding to a response process used by the agent in generating a response to the request, the response process including performed steps performed by the agent for the request. In response to the second data, the method includes automatically determining whether the required steps are included in the performed steps of the response process. The method includes forwarding the response to a supervisor device when the required steps are absent from the performed steps of the response process.

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

Abstract: A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.

Abstract: A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.

Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.

Abstract: Providing a video session from an agent of a contact center includes initiating by a contact center server an interactive video session to a customer computer, the interactive video session comprising a first video stream transmitted to the customer computer and the first video stream having an image size. The interactive video session also includes inserting an agent video portion within the first video stream, the agent video portion occupying a first part of the image size; providing an agent computer with a script related to a subject of the interactive video session; and inserting an automation within the first video stream; the automation occupying a second part of the image size. Input is received from the customer computer interacting with the automation; and based on the input, the script provided to the agent computer is modified.

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

Abstract: A method and system automatically determines when to review an agent response. The method performed by an oversight device includes receiving first data including a request type of a request received by a contact center. In response to the first data, the method includes automatically determining rules corresponding to the request type, the rules indicating required steps performed by an agent for the request type. The method includes receiving second data corresponding to a response process used by the agent in generating a response to the request, the response process including performed steps performed by the agent for the request. In response to the second data, the method includes automatically determining whether the required steps are included in the performed steps of the response process. The method includes forwarding the response to a supervisor device when the required steps are absent from the performed steps of the response process.

Abstract: A method and system automatically monitors quality and agent suitability in a video communication processed at a contact center. The method performed by a monitoring device includes receiving a plurality of consecutive images of a video communication between an agent device used by an agent of a contact center and a user device used by a user with a request. The method includes determining at least one agent action performed during the video communication that is outside a predetermined parameter. The method includes determining a change that the agent is to perform based upon the agent action. The method includes transmitting the change to the agent device.

Abstract: A method, system and computer program product are provided for monitoring a communication session in a contact center. An agent follows a structured workflow while handling the communications session, and trigger events are defined which are associated with significant steps in the workflow other than (or additional to) the connection and disconnection of the agent with the session. When a trigger event is detected indicating that the agent has reached a predefined significant step in the workflow, an event notification issues to another system of the contact center, such as a statistics package, or a supervisor workstation, or an event aggregator which receives such notifications from many agent stations. In a preferred embodiment, these event notifications are used by an automated outbound dialler to more accurately predict the time to the end of a communications session, thereby providing a better outbound dialling algorithm.