Abstract: A computerized-method for gauging agent's self-assessment effectiveness, is provided herein. The computerized-method includes for each interaction (i) operating a Self-assessment Consolidation module to calculate a confidence-interval for each data-point of one or more preconfigured data-points, and (ii) operating a Self-assessment Divergence Determinant (SDD) module. The operating of the SDD includes: retrieving one or more data-points of the interaction; for each data-point retrieving the confidence interval; setting a divergence-indicator as zero, when the data point is within the confidence-interval; setting the divergence-indicator as a subtraction of the data point from the calculated lower-bound, when the data-point is lower than the lower-bound of the confidence-interval; and setting the divergence-indicator as a subtraction of the calculated upper-bound from the data-point, when the data-point is greater than the upper-bound of the confidence-interval.

Abstract: A solid article for sustained delivery of volatile materials in an interior space that is subject to temperature fluctuations of at least 5° C. Such solid article comprises one or more non-aqueous volatile materials in a chemically cross-linked gel. The chemically cross-linked gel is formed by mixing one or more polyols or derivatives thereof with a cross-linking agent at a weight ratio of from 1:0.1 to 1:0.8, and the solid article is characterized by a thermal conductivity of from 0.16 W/mK to 0.2 W/mK.

Abstract: A method of reducing malodor on surfaces including providing an apparatus in an environment including a surface wherein the surface has a malodor containing compound selected from: amine-containing compound and thiol-containing compound. The apparatus includes a volatile material having a volatile carbonyl containing compound. The volatile material is exposed to the environment such that the volatile carbonyl containing compound vaporises and deposits on the surface. The carbonyl containing compound undergoes a nucleophilic addition in the presence of the malodor containing compound.

Abstract: A volatile composition dispenser including a container having a bottom wall and side walls extending circumferentially around the bottom wall to define a reservoir and a perfume composition contained in the container. The side walls have a circumferential inner edge defining a reservoir opening. A reservoir opening plane extends across the reservoir opening and intersects the circumferential inner edge. There is a first depth and a second depth between the bottom wall and the reservoir opening plane, wherein D1 is longer than D2.

Abstract: A volatile composition dispenser includes a housing having an aperture and having opposing first and second walls that are joined along their peripheries to one another, where said second wall has a plurality of apertures; a volatile composition cartridge disposed within the housing between said first and second walls; and a gap, which exists between said volatile composition cartridge and a bottom surface of the housing, wherein said bottom surface is formed from a base portion of one or both of the first and second walls. Upon activation, the exposure percentage is greater than 40%.

Abstract: A volatile composition dispenser includes a housing having opposing first and second walls that are joined along their peripheries to one another. The first wall has an aperture and the second wall has a plurality of apertures. Within the housing, rests a volatile composition cartridge and a gap, which exists between the cartridge and a bottom surface of the housing, wherein said bottom surface is formed from a joinder of a base portion of one or both of the first and second walls, and wherein, upon activation, the exposure percentage of the dispenser is from about 40% to about 90%; wherein at least about 60% of the total surface area of the plurality of apertures results from individual apertures of said plurality that each have an area of at least 30 mm2 and an aspect ratio of at least about 1:2.

Abstract: Agent credibility systems and methods, and non-transitory computer readable media, include receiving a recorded interaction between a customer and a contact center agent; retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score is based on values of a plurality of credibility assessment factors for a time interval that are stored in a historical agent database, and wherein the lower the CDD score, the higher a credibility of the contact center agent; filtering out the recorded interaction when the CDD score is less than or equal to a defined threshold; and providing the recorded interaction to a supervisor of the contact center agent or a quality management application when the CDD score is greater than the defined threshold.

Abstract: There is thus provided a computerized-method for calculating a Repeated-Information-Request (RIR) score of an interaction in a contact center, by which a related interaction-recording is filtered for evaluation. The computerized-method is operating in a computerized-system which includes a processor, a data-storage and a memory to store the data-storage. The processor is operating a RIR score calculation module. The operating of the RIR score calculation module includes: (i) retrieving from the data-storage an interaction-recording and an interaction-recording-length thereof; (ii) operating a module on the retrieved interaction-recording to count a number of requests to repeat information; (iii) calculating a RIR score according to the number of requests to repeat information and the interaction-recording-length; and (iv) storing the RIR score of the retrieved interaction-recording in the data-storage.

Abstract: A method of manufacturing a volatile composition dispenser is disclosed. A container is positioned on a pallet, wherein the container has a bottom wall and side walls extending circumferentially around the bottom wall to define a reservoir and wherein the side walls have a circumferential inner edge defining a reservoir opening. The pallet is moved to a filling station in fluid communication with a tank containing a perfume composition. The perfume composition is dispensed into the exposed reservoir. A vapor impermeable substrate is attached to the planar surface of the container containing the dispensed perfume composition.

Abstract: A computerized-method for redirecting inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold.

Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

Abstract: A flexible solid deodorizer for releasably interlocking to a volatile composition dispenser, the solid deodorizer has a first central evaporative surface, a second central evaporative surface, and a peripheral evaporative surface. The peripheral evaporative surface circumscribes at least a part of the first and second central evaporative surfaces to define a side of the deodorizer. The deodorizer is configured for releasably interlocking to the dispenser, wherein at least a portion of the deodorizer is configured to releasably interlock with at least a portion of the dispenser to form a solid surface substantially free of an opening.

Abstract: A volatile dispensing device having a housing having opposing first and second walls that are joined along their peripheries to one another. Each of the first and second walls has at least one aperture and define a cavity for receiving a solid article having a volatile composition. A dispenser mount is located at a center of one of the first wall and the second wall and extending from an exterior surface of the one of the first wall and the second wall, wherein the dispenser mount has a planar mount surface and is characterized by a height greater than a thickness of the one of the first wall and the second wall.

Abstract: A volatile composition dispenser including a solid article having a volatile composition and a peripheral evaporative surface. The solid article shrinks relative to the peripheral evaporative surface from an initial size to a reduced size smaller than the initial size upon exposure of the solid article to the environment in an interior space. The solid article is characterized by a shrinkage in a direction away from the peripheral evaporative surface of greater than 1% to less than 40%. A visual indicator is located proximal to the peripheral evaporative surface of the solid article. The dispenser has a first configuration in which the visual indicator is not visually perceptible, and a second configuration in which the visual indicator is visually perceptible upon shrinkage of at least a portion of the solid article from the initial size to the reduced size for indicating a state of use of the dispenser.

Abstract: A solid deodorizer for concealing a visual indicator associated with a product life signal of the solid deodorizer before use, wherein the deodorizer is constructed of an elastomeric polymer material and includes a volatile composition, wherein the solid deodorizer has at least a region characterized by a Haze measurement of at least 40%.

Abstract: A computerized-method for improving queries operation in a multichannel contact center is provided herein. The computerized-method includes: (i) operating a stream processing application for each new query of a customer to store query-related data and to identify one or more queries of the customer in a cloud-contact data store. The cloud-contact data store may have one or more interactions-queue types, when one or more queries have been identified: (a) operating a repetition module on the identified one or more queries of the customer to filter out two or more queries having a common query-topic; (b) operating a Natural Language Understanding (NLU) module on the filtered two or more queries having a common topic to identify two or more identical queries. Each query of the identified two or more identical queries have a unique query identification number; and (c) handling the two or more identical.

Abstract: A computerized-method for reducing wait-time in a multichannel-contact-center. For each query that is not resolved by a bot: a. selecting a digital-channel-type from a plurality of digital-channel-types; b. operating an aggregator module on the selected digital-channel-type to aggregate the received query and similar pending queries into a group-of-queries; c. operating a tracker-module on the group-of-queries to identify a query-resolution and to send a notification as to the query-resolution to the customer via the digital-channel-type that the query has been received; and d. repeating operations a.-c. until a query-resolution has been identified or all digital-channel-types in the plurality of digital-channel-types have been selected.

Abstract: Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.

Abstract: A computerized-method for determining an agent-proficiency when addressing concurrent customer sessions via one or more channel types and utilization thereof is provided herein. The computerized-method includes operating a Concurrent-Sessions-Handling-Agent-Proficiency (CSHAP) module.

Abstract: A computerized-method for identifying nonadherence to contact-center practice rules is provided herein. The computerized-method includes operating a data-analyzer module. The said data-analyzer module includes: (i) retrieving a set of rules; (ii) monitoring activities of each user via one or more product-applications by receiving a stream of data related to the activities from the one or more applications. The stream of data may include details of the monitored activities; (iii) comparing details of the monitored activities with each rule in the set of rules to identify one or more activities that are breaching a rule from the set of rules; (iv) for each activity of a related-user from the identified one or more activities: (a) notifying the related-user about a guideline-breaching via a computerized-device of the related-user; and (b) updating the data store of exceptions with the details of the activity that breached the rule from the set of rules.