Abstract: A method and apparatus are provided for monitoring activities of a plurality of agents servicing a plurality of calls for an organization. The method includes the steps of monitoring a plurality of applications on a terminal of an agent of the plurality of agents, detecting selection of an application of the plurality of applications, identifying a call associated with the selected application of the plurality of calls and saving a time of selection and an identifier of the application in a respective file or database of the identified call for future retrieval.

Abstract: A method and apparatus are provided for monitoring activities of a plurality of agents servicing a plurality of calls for an organization. The method includes the steps of monitoring a plurality of applications on a terminal of an agent of the plurality of agents, detecting selection of an application of the plurality of applications, identifying a call associated with the selected application of the plurality of calls and saving a time of selection and an identifier of the application in a respective file or database of the identified call for future retrieval.

Abstract: A system and method for blending reactive contacts and active contacts are disclosed. The exemplary method identifies a list of available agents to receive a reactive media contact from an automated contact distributor. The method receives the reactive contact by the automated contact distributor. The method determines a preferred agent from the list of available agents to receive the first reactive contact.

Abstract: A system and method for routing a contact to an agent based on a combination of agent parameters and service parameters includes receiving a first contact and determining attributes of the contact. A multi-dimensional agent-service matrix is generated wherein each cell includes at least an agent/service value corresponding to at least a combination of agent and service parameters. The agent parameters may include agent skill level, agent idle time, and order of agents receiving a contact. The service parameters may include wait time of contact in queue, service level goal, number of contacts in queue, and service affinity. A first available agent is identified from the agent-service matrix having a maximum agent/service value and the contact is routed to that agent. Every available agent in the agent-service matrix is available to handle the contact.

Abstract: A method for retrieving documents in a knowledge database is disclosed in which a natural language query question is mapped to a plurality of equivalent strings. Both relevancies in meaning and in wording pattern are taken into account in ranking the equivalent strings by introducing respective weight factors. A document coupled to the top ranked equivalent string is retrieved and displayed to the questioner.