Abstract: A computer-implemented system and method for distributing recorded communications within a contact center for scoring based upon a set of positive and/or negative skills and attributes associated with each member of a set of scoring users and determined from each recorded communication. The central server maintains collection of recorded communications and a listing of scoring users and their associated criteria. Additionally, the system and method increases efficiency by distributing recordings to scoring users for scoring during times of low utilization or during previously scheduled scoring time blocks. When a scoring user is assigned a recording, the central server distributes the recording to the user in either a file format or through another communication device, such as a telephone, headset, or computer terminal. In addition, the central server automatically generates scoring progress and workload reports for easy assessment of progress, quality control, and workforce adjustment.

Abstract: Various technologies and techniques are disclosed for locating resources. A resource locator server is coupled to a call center server over a network. The system uses the resource locator server to allow users, such as call center agents, to access a list of resources available for answering a particular question and/or solving a particular problem. Users can access the resource locator server to search a ranked list of resources based on predefined levels of subject matter expertise and their desire to be contacted, and determine the availability of the resource through presence management. Resource profiles are created for each resource to specify desire to be contacted, expertise, and location. User profiles are created for each resource to specify permission levels for which resources can be contacted.