Abstract: A computer-implemented method for adjusting agents staffing levels of a successive work-shift of a preassigned ongoing work-shift, during the preassigned ongoing work-shift, in a contact center. The computer-implemented method includes: (i) during the preassigned ongoing work-shift, determining a number of agents to handle inbound-interactions that require one or more skills for the successive work-shift; (ii) comparing the number of agents to handle inbound-interactions that require one or more skills to a threshold; (iii) when the number of agents to handle inbound-interactions that require one or more skills is above the threshold, calculating a number of extra-agents; and (iv) operating a shift-extension module to: (a) select the calculated number of extra-agents from agents having the one or more skills which are assigned to the preassigned ongoing work-shift; and (b) update corresponding schedules of the selected number of extra-agents, in a database of a Workforce Management (WFM) system.

Abstract: A cartridge for a volatile composition dispenser includes (a) a first chamber including a first chamber opening and containing a first volatile composition; (b) a second chamber including a second chamber opening and containing a second volatile composition, where the second chamber is fluidly isolated from the first chamber; (c) a first breathable membrane covering the first chamber opening and having a first evaporation region through which the first volatile composition can evaporate; and (d) a second breathable membrane covering the second chamber opening and having a second evaporation region through which the second volatile composition can evaporate. A ratio between a surface area of the first evaporation region to a surface area of the second evaporation region is in a range of 1:1.3 to 1:6.

Abstract: An apparatus for delivering a volatile material includes a delivery engine. The delivery engine includes a reservoir containing a volatile material; and a microporous membrane enclosing said reservoir. The microporous membrane has a volume average pore diameter of from 0.065 ?m to 0.15 ?m.

Abstract: Apparatus, systems, and methods for calibrating evaluator feedback relating to agent-customer interaction(s) based on corresponding customer feedback. An agent evaluation form is generated based on customer feedback provided via a customer questionnaire. By comparing evaluator feedback received via completion of the agent evaluation form by one or more user-selected evaluators to the customer feedback provided via the customer questionnaire, a customer feedback variance score is calculated for the one or more user-selected evaluators.

Abstract: Agent evaluation 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 an interaction divergence range for each of a plurality of interaction parameters for the recorded interaction; calculating a form divergence determinant (FDD) score for each of a plurality of evaluation forms, wherein the lower the FDD score, the more suitable an evaluation form is for the recorded interaction; filtering out evaluation forms having an FDD score greater than a predefined threshold; ranking evaluation forms having an FDD score lower than the predefined threshold based on their FDD score; and providing a list of the ranked evaluation forms to a supervisor of the contact center agent.

Abstract: An event prioritization system and methods are provided that are configured to dynamically prioritize incoming events reported by a plurality of event ticketing systems while the incoming events are live or ongoing. The system includes a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform event prioritization operations which include receiving an event associated with a computing issue affecting a customer entity, extracting a plurality of event prioritization factors from event data of the event, calculating scores for the plurality of event prioritization factors, determining a customer impact score of the event based on the scores, determining a criticality of the event based on the customer impact score and a service level agreement, and prioritizing the event in an event handler queue.

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

Abstract: A volatile composition dispenser includes a housing having a first end and an opposing second end, the housing comprising a front frame and a rear frame that are capable of moving away from or toward each other for opening and closing the housing. The rear frame comprises one or more rib elements; and a cartridge configured to be positioned inside the housing. The cartridge includes a reservoir containing at least one liquid volatile composition and a sealing substrate for enclosing the reservoir. The rupture or removal of the sealing substrate enables evaporation of the at least one liquid volatile composition from the cartridge; and the rib elements are configured to apply a compressive force on the cartridge when the housing is in a closed state and the cartridge is positioned within the housing.

Abstract: There is a volatile composition dispenser comprising a cartridge, a housing and an activation lever configured to be pivotable in relation to the housing. The activation lever is configurated to be pivotable between a first position and a second position to pierce a rupturable substrate of the cartridge to release at least one liquid volatile composition therefrom.

Abstract: A housing for volatile composition dispenser includes a front frame and a rear frame that are capable of moving away from or toward each other for opening and closing the housing. The front frame comprises a window configured to receive a part of the cartridge; at least a part of a perimeter of the window is bordered by a wall portion protruding from the window towards an interior of the housing, the wall portion configured to support the cartridge within the housing without adhesion; the rear frame comprises one or more apertures configured to allow an airflow into the housing; and the housing is configured to hold the cartridge between the front and rear frames so as to allow the volatile composition to evaporate from the cartridge.

Abstract: A consumer product includes an outer packaging; one or more cartridges containing a volatile composition; and instructions for using the one or more cartridges with a reusable housing. The one or more cartridges are packaged within the outer packaging, and each include: a reservoir for interfacing with the reusable housing, the reservoir containing a volatile composition in liquid form and having an opening; a membrane enclosing the opening of the reservoir, the membrane configured to allow evaporation of the volatile composition; and a sealing substrate enclosing the opening of the reservoir. The one or more cartridges are single-use cartridges for placing into the reusable housing; and the one or more cartridges are configured to be placed into the reusable housing without adhesion or attachment to the reusable housing.

Abstract: A computerized-method for calculating a level of friction within a customer and agent interaction, for quality improvement thereof, in a multichannel contact center. The computerized-method includes operating, for each interaction between the customer and the agent, in each channel, an Interaction Friction Score (IFS) calculation module. The IFS calculation module includes retrieving a transcript and interaction metadata of the interaction between the customer and the agent from the friction datastore and the database of interactions transcripts and metadata. The transcript includes ‘N’ sentences and calculating an IFS of the interaction between the customer and the agent then forwarding each interaction between the customer and the agent having a calculated IFS above a calculated Interaction Friction Threshold (IFT) for an intervention.

Abstract: Classification and resolution systems and methods, and non-transitory computer readable media, including receiving a repeat interaction from a customer after a first interaction with a first agent; determining a history of the customer with the contact center, historical statistics of the first agent, skill statistics of the first agent, and contact center information on the first interaction; providing the history of the customer with the contact center, the historical statistics of the first agent, the skill statistics of the first agent, and the contact center information on the first interaction to a source classification model; automatically determining a source of the repeat interaction; automatically ranking based on the determined source of the repeat interaction, one or more reasons for the repeat interaction; and performing an action during the repeat interaction that corresponds to the one or more reasons for the repeat interaction to improve customer satisfaction.

Abstract: A volatile composition dispenser includes a cartridge comprising a reservoir of at least one liquid volatile composition and a breathable membrane for enclosing the reservoir and evaporating the at least one liquid volatile composition into the atmosphere upon activation of the volatile composition dispenser. The cartridge is disposed in a housing having opposing first and second walls, while the second wall has a plurality of evaporation vents and is characterized by a Total Vent Area (T). A scent intensity controller is attached to said housing for adjustably covering at least some or portions of said plurality of evaporation vents on the second wall. The volatile composition dispenser is characterized by an Un-Adjustable Vent Area (U) that is no more than 15% of the Total Vent Area (T), which helps to deliver improved scent intensity control.

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 computerized-method for training and applying a Machine Learning (ML) textual behavioral-identification-model to authenticate an agent, in a digital multi-channel environment, is provided herein. The computerized-method may include: (i) training a ML-textual-behavioral-identification-model using retrieved textual responses of each agent in one or more historical-interactions which were conducted in a controlled environment, as a training dataset.

Abstract: Evaluation parking systems and methods, and non-transitory computer readable media, including determining that an evaluator is on leave; based on evaluation tasks assigned to the evaluator, retrieving evaluation tasks selected by the evaluator for reassignment, or reading a parking configuration and determining that evaluation tasks meet a criteria of the parking configuration; parking the retrieved evaluation tasks and/or the determined evaluation tasks to an interaction sample segment datastore; obtaining the parked evaluation tasks; and reassigning the obtained parked evaluation tasks in an evaluation task assignment datastore.

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: 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.