Abstract: A method, apparatus and computer program product for determining customer routing in a call center is presented. Information relating to a customer in a communication session with the call center is recorded. The information relating to the customer in a communication session with the call center is evaluated and a determination made whether to transfer the customer to a generalist. The customer is transferred to a generalist when a result of the determining is that the customer should be transferred to a generalist and the customer is not transferred to a generalist and when the result of the determining is that the customer should not be transferred to a generalist.

Abstract: A method, apparatus and computer program product for determining wait treatment for a customer in a call center is presented. Information relating to a customer in a communication session with the call center is recorded. The information relating to a customer in a communication session with the call center is then evaluated. From the evaluation the type of wait treatment to use for the customer is determined and is provided to the customer.

Abstract: A trench filler having a generally synclinal front section having a solid top and generally downwardly extending sidewalls, a rear section of unitary construction with the front section, the rear section having a solid top and generally downwardly extending sidewalls that are generally longitudinally parallel to each other, and integral running skids beneath the sidewalls that extend forwardly beyond the front section and having upwardly curled ends wherein dirt located beside a trench is gathered by the front section and released through the rear section back into the trench without substantially disturbing the turf located about the trench.