Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: The present invention allows text analysis and routing of an outgoing message. The system intercepts outgoing messages for analysis by a TAS software module. The module assigns an analytical score to the message, then compares the score to a threshold. If the score is below the threshold, the message is transmitted to its ultimate destination. If not, the message may be routed for correction by the message's composer or quality assurance staff. After such correction, the message new analytical score is generated and compared, and, if necessary, the process repeats again.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: The present invention allows text analysis and routing of an outgoing message. The system intercepts outgoing messages for analysis by a TAS software module. The module assigns an analytical score to the message, then compares the score to a threshold. If the score is below the threshold, the message is transmitted to its ultimate destination. If not, the message may be routed for correction by the message's composer or quality assurance staff. After such correction, the message new analytical score is generated and compared, and, if necessary, the process repeats again.

Abstract: In general, techniques are described for organizing execution of distributed operating systems for network devices. A device comprising hardware computing nodes may be configured to perform the techniques. The hardware computing nodes may execute a protocol by which to discover a topology of the plurality of hardware computing nodes, and determine, based on the topology, a subset of the plurality of hardware computing nodes to manage execution of a distributed operating system. The determined subset of the plurality of hardware computing nodes may execute a communication bus by which to synchronize operating system state information between the subset of the plurality of hardware computing nodes. The hardware computing nodes may further execute, based on the operating system state information, the distributed operating system to provide an execution environment in which one or more applications execute.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: In general, techniques are described for organizing execution of distributed operating systems for network devices. A device comprising hardware computing nodes may be configured to perform the techniques. The hardware computing nodes may execute a protocol by which to discover a topology of the plurality of hardware computing nodes, and determine, based on the topology, a subset of the plurality of hardware computing nodes to manage execution of a distributed operating system. The determined subset of the plurality of hardware computing nodes may execute a communication bus by which to synchronize operating system state information between the subset of the plurality of hardware computing nodes. The hardware computing nodes may further execute, based on the operating system state information, the distributed operating system to provide an execution environment in which one or more applications execute.

Abstract: In general, techniques are described for maintaining coherency in distributed operating systems for network devices. A network device comprising hardware computing nodes may be configured to perform the techniques. The hardware computing nodes may execute a distributed operating system. At least one the hardware computing nodes may determine whether one or more of the plurality of hardware computing nodes has failed and is no longer supporting execution of the distributed operating system, and determine whether remaining ones of the plurality of hardware computing nodes exceeds a quorum threshold. The at least one of the hardware computing nodes may further restart, when the remaining ones of the plurality of hardware computing nodes is less than the quorum threshold, the distributed operating system.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: In general, techniques are described for communicating state information in distribute operating system. A network device comprises a first hardware node and a second hardware node. The first hardware node may execute a first instance of a distributed operating system, and maintain a first data structure that stores a plurality of objects defining a portion of state information. The second hardware node may execute a second instance of the distributed operating system, and maintain a second data structure that stores synchronized versions of the plurality of objects. The first hardware node may further receive updated state information, update the first data structure to include the updated state information, and synchronize the updated first data structure with the second data structure. The second hardware node may synchronize the second data structure with the updated first data structure.

Abstract: In one example, a method comprises generating, by a forwarding manager for an internal forwarding path executed by a plurality of packet processors of a forwarding unit of a network device, a dependencies structure that specifies one or more dependencies for a plurality of nodes, wherein the plurality of nodes represent different types of forwarding path elements of the forwarding path, wherein the plurality of nodes is binded to a first set of one or more packet processors of the plurality of packet processors; and rebinding, by the forwarding manager, a second set of one or more packet processors of the plurality of packet processors to the plurality of nodes, wherein rebinding the second set of one or more packet processors to the plurality of nodes is performed in a reverse direction of the dependencies structure.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: Systems and methods are disclosed for financial planning based on actual cash positions for financial accounts associated with an entity and planned cash out and cash in amounts for the entity. In an embodiment, a system comprises a processor configured to render an interactive graphical user interface (“GUI”) on a display device. The GUI has a plurality of selectable, actionable user interface elements such as tabs. In an embodiment, the GUI comprises a first tab selectable to display actual and planned net amount information of a cash position and actual and planned net amount graphs, the net amount information being cash out amounts subtracted from cash in amounts. The GUI comprises a second tab operable to display actual and planned cash in amount information and actual and cash in amount graphs. In an embodiment, the GUI comprises a third tab operable to display actual and planned cash out amount information and actual and planned cash out amount graphs.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: In general, techniques are described for communicating state information in distribute operating system. A network device comprises a first hardware node and a second hardware node. The first hardware node may execute a first instance of a distributed operating system, and maintain a first data structure that stores a plurality of objects defining a portion of state information. The second hardware node may execute a second instance of the distributed operating system, and maintain a second data structure that stores synchronized versions of the plurality of objects. The first hardware node may further receive updated state information, update the first data structure to include the updated state information, and synchronize the updated first data structure with the second data structure. The second hardware node may synchronize the second data structure with the updated first data structure.

Abstract: In one example, a method comprises receiving, by a forwarding manager for an internal forwarding path executed by at least one packet processor of a forwarding unit of a network device, one or more packet processing operations from a control unit of the network device; generating, by the forwarding manager based on the one or more packet processing operations, a plurality of nodes each comprising a unique token, wherein a first node of the plurality of nodes includes a token reference set to a value for the token of a second node of the plurality of nodes; configuring, by the forwarding manager based on the nodes, the forwarding path to include respective forwarding path elements for the plurality of nodes; and processing, by the packet processor, a packet received by the forwarding unit by executing the forwarding path elements.

Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Abstract: The present invention is a system and method for organizing and integrating electronic customer service resources. A CEC system from a customer interaction receives data from a customer interaction and analyzes the data using a CAE incorporating a set of analytics rules before selecting a customer service module or a document from a document database based on the analysis. This data analysis and module or document selection repeats until all data received by the CEC system has been analyzed.