Abstract: Multi-level fractal grids allow users to store and access data. Certain cells within a grid may be configured to store two different sets of data that may be represented as two different “sides”, thus enhancing the grid's usage for storing text (e.g., reminders, classroom notes, and/or instructions).

Abstract: Methods and systems for data recording for customer-agent interactions are described. The described system may include a Desktop Data Recording Client (“DDRC”), which is an application or other module installed on an agent's computing system or device that collects and records various data types from a computer desktop and telephone during a phone or electronic interaction with a third party, such as a customer. The DDRC can be configured to stop and restart data collection and recording of sensitive data for security purposes to ensure that this type of data is not stored or retrievable. The specific data types that may be collected and recorded include: voice recording, computing device screen capture, desktop data collection at a summary and/or detailed level and in call-based on continuous modes, and recording start/stop indications.

Abstract: Methods and systems for data recording for customer-agent interactions are described. The described system may include a Desktop Data Recording Client (“DDRC”), which is an application or other module installed on an agent's computing system or device that collects and records various data types from a computer desktop and telephone during a phone or electronic interaction with a third party, such as a customer. The DDRC can be configured to stop and restart data collection and recording of sensitive data for security purposes to ensure that this type of data is not stored or retrievable. The specific data types that may be collected and recorded include: voice recording, computing device screen capture, desktop data collection at a summary and/or detailed level and in call-based on continuous modes, and recording start/stop indications.

Abstract: Information is displayed according to a fractal grid hierarchy that consists of multiple levels of resolution. Each level of a fractal grid hierarchy displays one or more cells in a nine-cell grid fashion. For each level after the first level, the level comprises a grid of nine cells for each cell of the previous level. This pattern is repeated for successive levels; the term fractal refers to this characteristic of a fractal grid hierarchy.

Abstract: A computer-implemented method and apparatus for assisting supervisors of a call center is provided. The monitoring of agent calls is performed in a non-random fashion in order to provide the supervisor with enhanced control and flexibility over monitoring schedules. In one embodiment, a supervisor may designate one or more time, day and date schedules individually for each agent. In one embodiment, a supervisor may select whether within the time interval, every call, every other call, every third call or the like is to be recorded. Preferably recording occurs without regard to a predefined duration limit.

Abstract: A computer-implemented method and apparatus for assisting supervisors of a call center is provided. The monitoring of agent calls is performed in a non-random fashion in order to provide the supervisor with enhanced control and flexibility over monitoring schedules. In one embodiment, a supervisor may designate one or more time, day and date schedules individually for each agent. In one embodiment, a supervisor may select whether within the time interval, every call, every other call, every third call or the like is to be recorded. Preferably recording occurs without regard to a predefined duration limit.