Abstract: The present disclosure is directed to methods for determining an adaptive threshold, including specifying a variable, where the variable comprises a real-time state of a contact center; specifying a threshold, where the threshold is related to the variable; monitoring the variable; and adjusting the threshold in relation to a change in the variable.

Abstract: Novel acid-based chemistries that can be used in various cleaning, de-scaling, rust-removal, brightening, etching and other similar applications, including, but not limited to, those based upon hexafluorozirconic acid and other additives, such as urea in some applications, which are effective for a wide range of applications, while avoiding the health, safety and environmental issues that are often associated with the use of hydrochloric acid and other toxic chemistries.

Abstract: A method and apparatus to detect and prevent mute abuse by contact center agents provided by an application with an event listener in a contact center communication system are described along with various methods and mechanisms for administering the same. Based on predefined thresholds, the event listener can detect and notify a contact center supervisor and/or a systems administrator when certain mute timing thresholds are not met and/or mute timing thresholds are exceeded. If the exceptions provided by the event listener suggest that an agent is deliberately circumventing a metrics scoring system and/or avoiding work by placing a caller on mute rather than accepting and addressing a work item, service observing monitoring, logging, and disciplinary action can occur.

Abstract: A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

Abstract: A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

Abstract: Proximity-based interactions with wallboards and mobile devices create an interactive and effective communication model, efficiently utilizing space and opportunities for communication between a contact center and its agents and supervisors. The system provides a dynamic, proximity-based location service including displays for agents and real-time message capabilities for supervisors.

Abstract: Novel acid-based chemistries that can be used in various cleaning, de-scaling, rust-removal, brightening, etching and other similar applications, including, but not limited to, those based upon hexafluorozirconic acid and other additives, such as urea in some applications, which are effective for a wide range of applications, while avoiding the health, safety and environmental issues that are often associated with the use of hydrochloric acid and other toxic chemistries.

Abstract: Novel acid-based chemistries that can be used in various cleaning, de-scaling, rust-removal, brightening, etching and other similar applications, including, but not limited to, those based upon hexafluorozirconic acid and other additives, such as urea in some applications, which are effective for a wide range of applications, while avoiding the health, safety and environmental issues that are often associated with the use of hydrochloric acid and other toxic chemistries.

Abstract: Novel acid-based chemistries that can be used in various cleaning, de-scaling, rust-removal, brightening, etching and other similar applications, including, but not limited to, those based upon hexafluorozirconic acid and other additives, such as urea in some applications, which are effective for a wide range of applications, while avoiding the health, safety and environmental issues that are often associated with the use of hydrochloric acid and other toxic chemistries.

Abstract: Novel acid-based chemistries that can be used in various cleaning, de-scaling, rust-removal, brightening, etching and other similar applications, including, but not limited to, those based upon hexafluorozirconic acid and other additives, such as urea in some applications, which are effective for a wide range of applications, while avoiding the health, safety and environmental issues that are often associated with the use of hydrochloric acid and other toxic chemistries.

Abstract: The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one performance measure to obtain a correlation; and analyzing the correlation to obtain an analysis report. The present disclosure is further directed to systems that include a source related to a contact center, and a processor configured to: obtain a location data of the source; derive at least one performance measure; correlate the location data and the at least one performance measure to obtain a correlation; and analyze the correlation to obtain an analysis report.

Abstract: A method and apparatus to detect and prevent mute abuse by contact center agents provided by an application with an event listener in a contact center communication system are described along with various methods and mechanisms for administering the same. Based on predefined thresholds, the event listener can detect and notify a contact center supervisor and/or a systems administrator when certain mute timing thresholds are not met and/or mute timing thresholds are exceeded. If the exceptions provided by the event listener suggest that an agent is deliberately circumventing a metrics scoring system and/or avoiding work by placing a caller on mute rather than accepting and addressing a work item, service observing monitoring, logging, and disciplinary action can occur.

Abstract: Methods and systems for automatically implementing contact center administration updates based on acceptance of a broadcast request are provided. In particular, a request can be broadcast to a target audience. Acceptance of the request by members of the target audience automatically implements changes defined in connection with the request for accepting agents. The broadcast request can be recalled under certain conditions. In addition, the action or actions implemented in response to the acceptance of the request can be undone under various conditions.

Abstract: Contact centers often record customer-agent communications for training, quality control, and other purposes. Supervisors often contribute to the communications in the form of voice messages only the agent can hear (e.g., whisper mode) and/or text messages displayed on a screen and optionally documents or other content that may be provided or shared by the supervisor to the agent. Capturing the supervisor's contribution to a communication is provided to enable later playback or review of the communication to include all inputs and enable a more complete understanding of the actions that were or were not taken.

Abstract: Methods and systems for supporting the remote monitoring and control of automatic call distribution systems are provided. In particular, an application for execution on a mobile device is provided. The application presents ACD system status information to a supervisor of the ACD system. The application additionally accepts control input from the supervisor, and can pass that control input to the ACD system server for action.

Abstract: Contact centers often record customer-agent communications for training, quality control, and other purposes. Supervisors often contribute to the communications in the form of voice messages only the agent can hear (e.g., whisper mode) and/or text messages displayed on a screen and optionally documents or other content that may be provided or shared by the supervisor to the agent. Capturing the supervisor's contribution to a communication is provided to enable later playback or review of the communication to include all inputs and enable a more complete understanding of the actions that were or were not taken.

Abstract: A mobile service observing integration system efficiently utilizes multi-functional smart devices providing operating system support for native applications and application programming interface support for third-party applications, allowing seamless mobile communication between a contact center and its agents and supervisors.

Abstract: An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective action on detected noise issues prior to work assignment facilitates an effective and efficient environment appropriate for agents to handle contact center work.

Abstract: Methods and systems for supporting the monitoring and control of an automatic call distribution system are provided. In particular, a ranked list of candidate agents that can be assigned to handle contacts for a selected queue associated with an automatic call distribution system is presented to a supervisor. The supervisor can make agent assignments from the ranked list at the discretion of the supervisor. The assignment or reassignment can be effected by the supervisor through control inputs entered through the user interface. These control inputs can include reconfiguring agent and/or queue attributes. In addition, assignments can be effected through communications to agents made by the supervisor that are initiated through the user interface.

Abstract: An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective action on detected noise issues prior to work assignment facilitates an effective and efficient environment appropriate for agents to handle contact center work.