Abstract: In order to detect a specific codec sequence being used, a signal that is based on a codec sequence is analyzed. The signal is analyzed to determine if there is a pattern in the signal. A pattern of a codec sequence can be a unique pattern of frames, frequencies and/or frequency ranges that are generated based on a specific codec sequence. The pattern is compared to one or more previously stored patterns of codec sequences to see if there is a match. If there is a match, an event is generated. For example, if a known codec sequence that has a poor signal quality is determined to be in use for a voice call, the parties may be notified that the call is likely to be a low quality voice call.

Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.

Abstract: Agents of a contact center are trained and assessed without the need for a separate testing and assessment task. Work items are provided to agents, who are non-primary agents with respect to a particular skill associated with an attribute of a work item. With the controlled routing of the non-primary work items to the non-primary agent, the agent is provided with a chance to practice their non-primary skills, with the intention of improving said skills A number of successfully completed tasks may indicate the agent is entitled to “primary” designation and be provided with tasks having the attribute in the normal course of business.

Abstract: Contact centers continually monitor the performance of their resources (e.g., human and automated agents) used for processing work items. An agent with a primary skill receives a flow of work items each having an attribute associated with that particular primary skill. However, agents often have non-primary skills and may serve as a backup for other agents. Measuring the agent's skill level with respect to a non-primary skill allows agents to be scored and potentially identified as having the skill as a primary skill. Selectively providing agents with non-primary work items and monitoring the agent's performance with those work items provides a means to assess an agent's non-primary skill using real work items and without the need for testing resources.

Abstract: Systems are provided for the automatic analysis of skills in a contact center. More particularly to skills that are available, skills that are requested, and the difference between the two. The system may then determine a number of solutions that, if implemented by the contact center, would allow the contact center to have the skill differential. A decision is then made whereby a factor is utilized to select the more optimal solution from the number of solutions.

Abstract: Agents of a contact center often encounter conversational delays when speaking with a customer. These delays may be introduced by transmission delays, which include the distance between the agent and the customer, and processing delays, such as those introduced by systems and processes within a contact center. By providing an agent with information based on the amount of the delay, the agent can be prompted to overtalk the customer by a target amount. As a result, the customer may experience a more natural conversation with the agent. Furthermore, if a customer prefers more or less of a delay, such as based on their cultural norms, the delay may be modified to account for those cultural norms and better accommodate the conversational preferences of a diverse customer base.

Abstract: Contact center agents often work in close proximity to other agents. As a primary agent is engaged in a call, a neighboring agent speech may be picked up by the primary agent's microphone. Contact centers using automated speech recognition systems may monitor the agent's speech for key terms and, if detected, respond accordingly. Determining a primary agent spoke a key term, when the true speaker of the key term is a neighboring agent, may cause errors or other problems. Characterizing at least the primary agent's voice and then, once a key term is detected, determining if it was the primary agent that spoke the key term, may help to reduce the errors. Additionally, computational requirements may be reduced as non-key terms may be quickly discarded and optionally, key terms determined to not have been spoke by the primary agent, may also be discarded without further processing.

Abstract: A contact center, methods, and mechanisms are provided for dynamically assembling a team of resources to handle a work item. The work item is analyzed for any needs and a suitable team of resources is selected based at least partially on those needs. Each of the resources can be reserved and applied to a work item for a duration of time that the work item is being handled. As the workflow associated with the work item progresses, the needs of the work item are reevaluated for any changes that may require a modification to the team of resources. When the changes require modification, the team of resources can be adjusted on the fly to suit the changing needs of the work item.

Abstract: A system can determine a best routing of a customer contact based on analysis of one or more automatically generated answers. A customer may provide an inquiry through a social media contact. The contact center can analyze the inquiry to generate one or more automated answers. The system then analyzes the automated answers. The analysis may include studying various attributes of the answer, either in relation to the inquiry or based in historical data. From the analysis, the system can modify the answers and/or provide a different or improved pool of agents to handle the contact. Thus, an improved set of answers and agents is provided for managing the contact.

Abstract: A contact center system can receive audio messages. The system can review audio messages by identifying phoneme strings within the audio messages associated with a characteristic. A phoneme can be a component of spoken language. Identified phoneme strings are used to analyze subsequent audio messages to determine the presence of the characteristic without requiring human analysis. Thus, the identification of phoneme strings then can be used to determine a characteristic of audio messages without transcribing the messages.

Abstract: Contact center strived to provide needed skills in close proximity to an anticipated demand for the skills. Skills may be needed to replace agents that are reassigned or that are no longer agents of the contact center. Training and recruitment of agents represents a significant investment in time money and other agents for a contact center. Determining a trajectory for a particular candidate to acquire the needed skill, at a point before the contact center fully invests in training, allows the agent to be excluded from future training should the agent not perform as expected were in the performance is measured at least one midpoint towards acquisition of the needed skill. As a benefit, agents can be directed towards acquiring the needed skills from other sources.

Abstract: A geo-spatial grammar comprises rules, syntax, and other means by which a data input is determined to have a meaning associated with a particular event. The event may then be provided to an application, such as a calendaring or messaging application. As a benefit, an input, such as a user speaking the phrase, “I'll be there in an hour,” may be interpreted, via the geo-spatial grammar, as an event (e.g., “I'll be in the office,” “I'll join you for dinner,” “I'll be home,” etc.). An application may then perform an action based upon the event (e.g., reschedule the meeting that starts in five minutes, present directions to the restaurant on the user's car's navigation system, notify the user's spouse, etc.).

Abstract: Contact centers strive to match the demands and preferences of their customers with the skills and abilities of the agents who process work items associated with the customers (e.g., contacts). However, the preferred agent may be unavailable, non-existent, backlogged or otherwise ineligible to accept the work item. An agent who is non-preferred but still qualified may be utilized to process the work item, such as an agent with adequate skills with respect to a particular attribute of the work item. Reports for the selection of the non-preferred but qualified agents are provided herein. A contact center may then utilize such reporting to identify underserved areas of their customer base.

Abstract: Contact centers receive work items for processing by resources, such as human or automated agents. Social media has become a popular medium to receive work items and communicate with customers. Legal concerns, such as those focused on customer privacy, may limit gathering and/or storing of certain customer data on resources controlled by the contact center or require the deletion of data collected from a revoked prior authorization. Storing at least some data, such as a token, within a customer's social media website allows a contact center to maintain connections, transactions, or other information related to a customer or a specific transaction with a customer as long as the customer and/or social media website chose not to delete the token.

Abstract: Correctly staffing retail settings is a challenge. While calendar based staffing decisions, such as increasing staffing for a holiday sale, may provide high-level staffing recommendations. The activities of customers may be monitored to provide a more granular staffing allocation. Customers who, for example, spend a certain duration of time within one portion of the retail setting may be determined to indicate a need for assistance and a staff member of the retail setting allocated to assist the customer or customers within an area with a spike in customer activity. Similarly, customers who indicate a desire to purchase an item requiring certain staff skills (e.g., verify customer identity, complete legal documents, lift heavy items, etc.) may be detected and an appropriate staff member allocated. As a result, the customer may receive assistance from staff members having the required skills to complete their purchase.

Abstract: Agents of a contact center often encounter conversational delays when speaking with a customer. These delays may be introduced by transmission delays, which include the distance between the agent and the customer, and processing delays, such as those introduced by systems and processes within a contact center. By providing an agent with information based on the amount of the delay, the agent can be prompted to overtalk the customer by a target amount. As a result, the customer may experience a more natural conversation with the agent. Furthermore, if a customer prefers more or less of a delay, such as based on their cultural norms, the delay may be modified to account for those cultural norms and better accommodate the conversational preferences of a diverse customer base.

Abstract: Automated kiosks are often provided in retail settings to provide a convenient and cost-effective means to assist customers of the retail setting and as an alternative or supplement to human agents. Kiosks may work well for certain customers and actions, however, the customer and/or kiosk may fail to effectively interact with each other and leave the customer dissatisfied with the interaction. By determining a meta-meaning associated with a customer's actions with a kiosk, the kiosk may be able to determine whether an agent should be summoned to assist the customer. For example, a customer may be using the kiosk for an unusually long time. In response, an available agent may be notified and approach the customer to offer their assistance; without the customer explicitly requesting such assistance. As a benefit, the retail setting may appear more in-touch with the needs of the customer.

Abstract: Customer assistance is provided by leveraging certain contact center infrastructure components to a retail setting. Often contact centers have a wealth of information regarding individual products and services a retail setting may offer. The information, as provided herein, may then be delivered to the customer in the form of a dialogue. The dialogue may be based, in part, on a contact center dialogue for the same or similar item. The customer may then be instructed to perform an act, such as retrieving another item at a certain location. Unlike a contact center, the physical presence of the customer provides an opportunity to receive feedback in the form of monitor the customer's actions to determine if the customer complied with instructions. Optionally, a follow up activity may be imitated based on the customer's compliance.

Abstract: A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the user account data and/or user data from public records are correlated based on keywords and/or events, and a notification of the correlation is sent to an agency, agent, or a contact center system. The agent or agency may verify that the identity of a poster has been accurately correlated with a customer record in the database or with user data from public records. The agent, the agency, or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site.

Abstract: Handheld communication devices, such as smart phones, comprise a number of data gathering sensors. The sensors may be utilized to provide an agent of a contact center with situational information regarding the user of the handheld device. While global positioning systems (GPS) provides one means to locate a user of a communication device, GPS is not always available. However, by utilizing radio receivers, internal condition sensors, motion detectors, and other sensing components, a situation for a customer may be determined to supplement or substitute for GPS-determined location as well as to identify more relevant situations for the user beyond those provided by GPS provided location information.