Abstract: The present disclosure generally relates to methods, systems, apparatuses, and non-transitory computer readable media for customer service agent performance analysis These systems may be of use across a wide-range of applications involving interactions between an organization's representative and one of the organization's customers, users, or similarly situated individual. By enabling a representative's performance to be autonomously assessed, a vastly greater percentage of a business's customer service interactions may be assessed than can be done using traditional human-based evaluations. In turn, the increased assessments may allow an organization to better target training and promotion opportunities and improve the effectiveness of its customer interactions.

Abstract: A method of replicating changes to a dataset includes receiving from a client a request for an operation on the dataset, dynamically selecting from a plurality of replication assurance policies a selected replication assurance policy for the operation, the selected replication assurance policy determining a selected assurance level, wherein the selection is based on at least one of an operation criteria or a connection criteria, submitting, to a first replica of the dataset, a command comprising the operation, and reporting to the client the result of the operation according to the selected assurance level.

Abstract: A system for controlling building services, the system including a services array supporting a plurality of service devices, an electronic controller that communicates with a client device to determine a selected profile defining service device settings and control the service devices in the services array in accordance with the service device settings defined by the profile, to thereby at least partially control building services.

Abstract: Relating to the field of rifle storage, the invention allows an AR or other similarly styled rifle to be hung and stored vertically, thus eliminating the need for large, expensive and obtrusive equipment. Constructed of ¼? diameter steel rod bent in a unique fashion that touches the rifle in only two places—on the forward portion of the magazine well and on the upper portion of the buffer tube/buttstock area. The invention provides a way to reliably hang a rifle perpendicular to the floor, using its top-heavy center of gravity in a way that uses the rifle's weight to secure the rifle without any moving parts. This allows the user to hang a rifle from any horizontal fixture that can support the weight of the rifle.

Abstract: Relating to the field of rifle storage, the invention allows an AR or other similarly styled rifle to be hung and stored vertically, thus eliminating the need for large, expensive and obtrusive equipment. Constructed of ¼ diameter steel rod bent in a unique fashion that touches the rifle in only two places—on the forward portion of the magazine well and on the upper portion of the buffer tube/buttstock area. The invention provides a way to reliably hang a rifle perpendicular to the floor, using its top-heavy center of gravity in a way that uses the rifle's weight to secure the rifle without any moving parts. This allows the user to hang a rifle from any horizontal fixture that can support the weight of the rifle.

Abstract: A method and apparatus are provided for handling contact requests among a plurality of dissimilar automatic contact distributors. The method includes the steps of providing a plurality of workflows scripts, translating each of the plurality of workflows scripts into a respective native language of each of the plurality of dissimilar automatic contact distributors. The method further includes the steps of tendering a request for a contact to the plurality of dissimilar automatic contact distributors, selecting a automatic contact distributor of the plurality of dissimilar automatic contact distributors to handle the contact based upon a response from at least some of the plurality of dissimilar automatic contact distributors and transferring the contact to the selected automatic contact distributor.

Abstract: A method and apparatus for routing contacts within an automatic contact distribution system having a plurality of automatic contact distributors. The method includes the steps of receiving a request for contact from a human client through a public communication system and randomly tendering the contact request to some subset of the plurality of automatic contact distributors.

Abstract: A method and apparatus are provided for transferring contacts among automatic contact distributors of an automatic contact distribution system. The method includes the steps of collecting information from a contact through an interactive voice response unit of a broker automatic call distributor of the automatic contact distribution system, incorporating the collected information into a SIP message, forking the SIP message from the broker automatic contact distributor to a plurality of other automatic contact distributors of the automatic contact distribution system and transferring the contact from the broker automatic contact distributors to one of the plurality of automatic contact distributors.

Abstract: A method and apparatus are provided for handling contact requests among a plurality of dissimilar automatic contact distributors. The method includes the steps of providing a plurality of workflows scripts, translating each of the plurality of workflows scripts into a respective native language of each of the plurality of dissimilar automatic contact distributors. The method further includes the steps of tendering a request for a contact to the plurality of dissimilar automatic contact distributors, selecting a automatic contact distributor of the plurality of dissimilar automatic contact distributors to handle the contact based upon a response from at least some of the plurality of dissimilar automatic contact distributors and transferring the contact to the selected automatic contact distributor.

Abstract: A method and apparatus for routing contacts within an automatic contact distribution system having a plurality of automatic contact distributors. The method includes the steps of receiving a request for contact from a human client through a public communication system and randomly tendering the contact request to some subset of the plurality of automatic contact distributors.

Abstract: A business contact center for interfacing customers with a business is described. The business contact center includes a plurality of media handlers and a conference controller. Each of the plurality of media handlers includes a corresponding control link. Each of the plurality of media handlers is configurable via the corresponding control link to define a plurality of media services including at least one of; routing media between selected media endpoints, recording media from a selectable media source, and playing selectable media to a selected media endpoint. The conference controller is coupled with each of the plurality of media handlers via the corresponding control link. The conference controller is responsive to a customer contact to configure via the corresponding control link an available one of the plurality of media handlers to define selected ones of the media services, media sources and media endpoints for handling the customer contact.

Abstract: A method and apparatus are provided for transferring contacts among automatic contact distributors of an automatic contact distribution system. The method includes the steps of collecting information from a contact through an interactive voice response unit of a broker automatic call distributor of the automatic contact distribution system, incorporating the collected information into a SIP message, forking the SIP message from the broker automatic contact distributor to a plurality of other automatic contact distributors of the automatic contact distribution system and transferring the contact from the broker automatic contact distributors to one of the plurality of automatic contact distributors.

Abstract: A telephony system for conducting multimedia telephonic communications across a packet-based network is described between a caller system and an agent system through a software switch. The software switch receives from the caller system a packet representing a request to conduct a multimedia telephonic conference with an agent system. The switch exchanges packets with the caller system to establish a call with the caller system. The switch provides an application program interface to a telephony application program through which the telephony application program can control multimedia telephonic conferences between the caller and agent systems. The switch then processes the call according to the commands received through the application program interface from the telephony application program. In one embodiment, the application is an Automatic Call Distributor (ACD), which routes calls through the software switch.