Abstract: A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.

Abstract: A chaining bit decoder of a computer processor receives an instruction stream. The chaining bit decoder selects a group of instructions from the instruction stream. The chaining bit decoder extracts a designated bit from each instruction of the instruction stream to produce a sequence of chaining bits. The chaining bit decoder decodes the sequence of chaining bits. The chaining bit decoder identifies zero or more instruction stream dependencies among the selected group of instructions in view of the decoded sequence of chaining bits. The chaining bit decoder outputs control signals to cause one or more pipelines stages of the processor to execute the selected group of instructions in view of the identified zero or more instruction stream dependencies among the group sequence of instructions.

Abstract: A method of dynamically determining an optimal course of action for a user in an enterprise is provided. The method includes connecting a proxy to a complex event processing (CEP) engine to integrate the CEP engine with a communication framework of the enterprise, dynamically adding a user device into a communication framework of the enterprise based upon a user device location, determining contextual information related to the user from the communication framework of the enterprise, determining real time information related to the contextual information of the user from the communication framework of the enterprise, and determining an optimal course of action for the user based upon the contextual information and the real time information.

Abstract: A conference handling system for an enterprise is provided. The conference handling system includes a status determining module for determining a status of a conference bridge. The conference handling system further includes a conferee routing module for routing a conferee into a session comprising an active session and a waiting session, based on the status of the conference bridge, the conferee routing module further determining a contextual status of the active session. The conference handling system further includes a conferee serving module for providing services to the conferee into the waiting session based on the contextual status of the active session. The conference handling system further includes a conferee inviting module for adding additional conferees with a specific profile in the waiting session and the active session based on absence of a conferee having a similar profile.

Abstract: A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.

Abstract: A processing device identifies a set of software threads having instructions waiting to issue. For each software thread in the set of the software threads, the processing device binds the software thread to an available hardware context in a set of hardware contexts and stores an identifier of the available hardware context bound to the software thread to a next available entry in an ordered list. The processing device reads an identifier stored in an entry of the ordered list. Responsive to an instruction associated with the identifier having no dependencies with any other instructions among the instructions waiting to issue, the processing device issues the instruction waiting to issue to the hardware context associated with the identifier.

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 method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.

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 device and method forms a team to be assigned to a requested service. The method as performed by a team service device includes receiving members of a service provider and the requested service, the members being selectable in forming a team. The method includes determining at least one attribute based upon the requested service. The method includes determining candidate teams where each one of the candidate teams includes at least one of the members, the at least one member collectively having the at least one attribute of the requested service. The method includes determining a respective proficiency value associated with each of the candidate teams, the proficiency value being indicative of a proficiency of each of the candidate teams in handling the requested service. The method includes selecting one of the candidate teams to be assigned in handling the requested service which has a highest proficiency value.

Abstract: A resource selection management computer system and method for selecting at least one agent for at least one communication session includes a monitoring module for monitoring one or more parameters of the at least one communication session involving the at least one agent; a database for storing the one or more monitored parameters; a computing module for computing at least one data value based on the one or more monitored parameters by using at least one fuzzy logic; a determination module for determining at least one attribute of the agent based on the at least one computed data value; and an agent selection module for selecting at least one agent based on the at least one determined attribute.

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 resource allocation system of an enterprise is disclosed for allocating resources for a work request in an enterprise. The resource allocation system includes a monitor module configured to monitor the work request and availability of the resources in the enterprise, wherein the work request is characterized by one or more attributes. The resource allocation system further includes a resource matching module configured to match the attributes of the work request with the resources to determine one or more first type and second type of resources. The resource allocation system further includes an assignment module configured to assign the first type of resources to the work request while the second type of resources are unavailable, and re-assign the second type of resources to the work request when the second type of resources become available.

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 metrics optimization system for managing key performance indicators (KPIs) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPIs of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPIs based on predefined rules. The metrics optimization system further includes a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs. The metrics optimization system further includes an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor.

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 system for automated distribution of supervisory functions in an enterprise is provided. The system includes a monitor module configured to monitor performance of resources in the enterprise. The system further includes a skill finder module configured to find at least one skilled resource for at least one type of work request. The system further includes an assignment module configured to assign the at least one skilled resource a subset of supervisory role for the at least one type of work request.

Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.

Abstract: A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.

Abstract: An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.