Abstract: Disclosed is a system for telephones by providing an improved and streamlined user experience and enhanced fail over mechanisms. A decentralized system managed through a web site which allows for continued operation even when the primary systems fail includes a mechanism for restoring the primary systems automatically when they become available again. Phones connect to two PBX systems at the same time, one local and one at a remote location. The two PBX systems synchronize configuration data and media files between them. The website can also be used to manage any number of systems allowing any size organization to manage every phone system in their organization from a single interface.

Abstract: An example operation may include one or more of receiving a telephone call from a calling device, determining one or more attributes of a caller associated with the calling device based on call history information of the calling device, generating a tag based on the one or more determined attributes and adding the generated tag to a Voice over IP (VOIP) call message of the telephone call, and transmitting the tagged VOIP call message from the calling device to a downstream node.

Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.

Abstract: A computing system may include a plurality of first client devices associated with customers, a plurality of second client devices associated with support agents, and server configured to communicate with the first and second client devices. The server may establish support sessions between the first client devices and the second client devices via a communications network based upon customer support requests from the first client devices, collect customer feedback data on the support agents from the first client devices responsive to the support sessions, collect support agent feedback data on the customers from the second client devices responsive to the support sessions, rank the support agents based upon the customer feedback, rank the customers based upon the support agent feedback, and assign the support agents to customers as customer requests are received based upon the rankings of available support agents and the rankings of the customers making the customer requests.

Abstract: Systems and methods for handling a telecommunications session in real-time are provided, where the telecommunications session is initiated by a calling device and intended for a receiving network. One system comprises a module, in communication with a communications network associated with the telecommunications session, configured for intercepting the telecommunications session prior to reaching the receiving network, obtaining address information associated with the calling device, determining a credit-related score for the telecommunications session based on the address information, identifying an appropriate unit of the receiving network based on the credit-related score, and routing the telecommunications session to the appropriate unit. The system also includes a memory for storing the module and a processor in communication with the memory to execute the module.

Abstract: A system and method for intelligent adherence analysis/conformance analysis coaching where a graphical user interface, which allows a supervisor to select a date range and an objective, such as a goal amount of adherence/conformance to occur at a goal frequency, is displayed; adherence/conformance data, for one or more agents, is received, agents are determined to require coaching based on a comparison of the adherence/conformance data at the goal frequency to the goal amount of occurrences of the goal amount of adherence/conformance at the goal frequency; coaching sessions are scheduled with each of the agents determined to require coaching; and an alert, which includes information indicating why the agent requires coaching, is transmitted to each of those agents.

Abstract: Systems and methods receiving performance data associated with a call center network; utilizing the performance data to create a model of the call center network; employing the model to run a simulation of the call center network that generates performance data associated with the model; using the model to generate solution parameters for the call center network; and providing the solution parameters to the call center network implementation in the call center network.

Abstract: A system integrating a web browser and telephone is provided. A user enters, and the web browser receives, an input specifying a request to receive an audio output from the telephone. The web browser generates an audio stream which is communicated to the WebRTC gateway. The WebRTC gateway converts the audio stream from a first format into a second format. The WebRTC gateway communicates the converted audio stream to the SIP gateway, which forwards the audio stream to the telephone switch along with information identifying the telephone number to which the audio stream is directed. The telephone switch communicates the audio stream to the telephone where the audio stream is converted to be played using the speaker of the telephone.

Abstract: A system may include persistent storage containing representations of requests associated with a managed network. The persistent storage may include lists of capabilities associated with agents, and each request may include a textual description of a situation experienced by a user and a resolution of the situation by a particular agent. A computing device may obtain a set of requests from the persistent storage, apply an unsupervised machine learning clustering technique to textual descriptions included in the set of requests, and arrange the requests into groups such that each group contains requests including textual descriptions with at least a threshold degree of similarity to one another. The computing device may perform, for the requests in a particular group, a textual analysis on associated resolutions to identify capabilities used by agents to resolve the requests, and update the lists of capabilities to associate the capabilities with agents that used them.

Abstract: Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.

Abstract: Embodiments for managing chatbots are provided. Chatbot interaction information is received. At least one chatbot interaction within the received chatbot interaction information is identified. The at least one identified chatbot interaction includes an initial utterance provided by a user, an unsuccessful response generated responsive to the initial utterance, a subsequent utterance provided by the user, and a successful response generated responsive to the subsequent utterance. The successful response is associated with a chatbot intent. A confidence score for associating the initial utterance with utilization of the chatbot intent by a chatbot is calculated.

Abstract: A system and method for engaging in an automated dialog with a user. A processor retrieves a preset dialog flow that includes various blocks directing the dialog with the user. The processor provides a prompt to the user based on a current block of the dialog flow, receives an action from the user in response to the prompt, and retrieves a classification/decision tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow. Each of the nodes represents a user intent. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is further identified based on the selected node, and a response is output in response to the identified target block.

Abstract: Techniques are described for generating metric(s) that predict survey score(s) for a service session. Model(s) may be trained, through supervised or unsupervised machine learning, using training data such as communications from previous service sessions between service representative(s) and individual(s), and survey scores provided by the serviced individual to rate the session on one or more criteria (e.g., survey questions). The model(s) may be trained to output, based on an input session record, metric(s) that each correspond to a survey score that would have been provided by the individual had they completed the survey. The model may be a concatenated model that combines a language model output from a language classifier recurrent neural network, and an acoustic model output from an acoustic feature layer convolutional neural network. Individuals can be clustered according to the metric(s) and/or other factors, and the cluster(s) can be employed for routing incoming service requests.

Abstract: Scoring information matching method and device, storage device and server. This scoring information matching method comprises: obtaining a target scoring information and a target scoring message which corresponds to the target scoring information; obtaining a first telephone number which sends out the target scoring message; obtaining the second telephone number which sends out the target scoring information; extracting a first identity number from the first telephone number; searching in preset service records for a service record of which an identity number is the same as the first identity number, a telephone number of a recipient of a corresponding scoring message is the same as the second telephone number, and a transmission time of the corresponding scoring message satisfies a preset condition; and determining the searched service record as a target service record that matches with the target scoring information.

Abstract: An inbound communication is received by a contact center. For example, the inbound communication may be a text-based communication. The inbound communication is classified based on feedback from one or more prior inbound communications. For example, the feedback may be based on whether a previous communication was transferred, was dropped, based on feedback provided by a contact center agent, based on feedback provided by a user, and/or the like. In response to classifying the first inbound communication, the inbound communication is routed differently in the contact center. For example, the inbound communication is routed to a different contact center queue based on the feedback of the previous communication.

Abstract: The present approach relates to receiving feedback corresponding to an article provided from a knowledge base. The knowledge base includes a plurality of articles, and the feedback includes one or more feedback inputs. The one or more feedback inputs may be processed with one or more respective task generation rules. A task is generated to address the feedback corresponding to the article if the one or more feedback inputs does not satisfy the one or more respective task generation rules. An action may be received in response to the generated task, and the knowledge base updated based at least in part on the received action.

Abstract: A method of determining influence of language elements in script to an overall classification of the script includes performing a sentiment analysis of the language elements. In some instances, for example, in a conversation, the language elements and turns within the conversation (e.g., in a chat bot) are analyzed for their influence in escalation or non-escalation of the conversation to a higher level of resolution, e.g., to a human representative or manager.

Abstract: A configuration is implemented to establish, with a processor, a customer care system based on a first human-spoken language. Further, the configuration receives, at an automated system, a request from a user through a dedicated communication channel for a service, the request being in a second human-spoken language. Moreover, the configuration determines, with the processor, an identity of the second human-spoken language based on the dedicated communication channel. The configuration also determines, with the processor, that the automated system is unable to fulfill the request. Additionally, the configuration transitions, with the processor, the request from the automated system to a simulated live agent engine that generates a simulated live agent session. The simulated live agent engine sends the request to a machine interpreter that translates the request into the first human-spoken language.

Abstract: Systems and methods are disclosed for intelligent scheduling of calls to sales leads, leveraging machine learning (ML) to optimize expected results. One exemplary method includes determining, using a connectivity prediction model, call connectivity rate predictions; determining timeslot resources; allocating, based at least on the call connectivity rate predictions and timeslot resources, leads to timeslots in a first time period; determining, within a timeslot and using a lead scoring model, lead prioritization among leads within the timeslot; configuring, based at least on the lead prioritization, the telephone unit with lead information for placing a phone call; and applying a contextual bandit (ML) process to update the connectivity prediction model, the lead scoring model, or both. During subsequent time periods, the updated connectivity prediction and lead scoring models are used, thereby improving expected results over time.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes receiving a message from a customer communication device, determining that a conversation is already established in association with the customer communication device, including the message among a plurality of messages that are already assigned to the conversation, analyzing the message to determine a topic classification and a topic confidence score for the message, and based on the analysis of the message, determining whether the topic classification determined for the message corresponds to a continuation of a topic classification for the plurality of messages or whether the topic classification determined for the message corresponds to a different topic classification than the topic classification for the plurality of messages.

Abstract: A method, system, and computer-readable storage medium provide for managing stranded assets of a customer service call center. The system includes an interface component that identifies an opportunity event of an established customer service session initiated by a user that is in a waiting queue for a customer service representative. The system includes an ingestion component that ingests one or more characteristics of the opportunity event that characterize at least one of: (i) the identity of the user; (ii) subject of the established customer service session; and (iii) situational context of the user. The system includes a correlation component that correlates the one or more ingested characteristics and an estimated duration of the waiting queue with at least one transaction-related content item. The system includes a publishing component that publishes a selected transaction-related content item via the established customer service session to the user while in the waiting queue.

Abstract: Disclosed are systems and methods for routing inbound communications at call centers in order to enhance customer experience and call center agent efficiency. In order to effectively route communications, customer service call types and one or more agent performance rates responding to said customer service calls are analyzed in order to determine which one or more call center agents should be routed which specific customer service call type. Additionally, tools are disclosed for analyzing call center agent performance rates and assigning call center agents to service specific customer service call types.

Abstract: A conversation system allowing for complex, open-ended conversations with users and method of its operation are disclosed. An example method includes identifying a conversation and a user, encoding the user's input message and finding codes in other texts, generating responses, and selecting an appropriate response, and sending the selected response to the user. The conversation system utilizes various methods, scoring, codes, and the like to find the appropriate responses. Example methods also include steps for sending short sentences representing action, or sending a “thought” or “daydream” to the user that reveals the emotional state of the conversation system with respect to the user, and steps for changing that emotional state. The system avoids reliance on artificial neural networks and keeps track of the context of a conversation by saving conversation codes in a database.

Abstract: The invention is directed to a learning-type interactive device which performs voice dialogue with a user and accumulates a result of the voice dialogue as knowledge including: a voice recognition portion which performs voice recognition on an acquired uttered voice of the user and converts the voice into text; an intention understanding portion which analyzes an utterance intention from the text voice-recognized by the voice recognition portion with reference to intention understanding model data learned from intention understanding learning data; an answer generation portion which refers to a QA DB and generates an answer text from the utterance intention analyzed by the intention understanding portion, a knowledge extraction portion which extracts knowledge from the text voice-recognized by the voice recognition portion, the utterance intention, and the answer text, and a knowledge classification portion which classifies the knowledge extracted by the knowledge extraction portion according to characteristi

Abstract: A method and system for transmitting, reviewing, and analyzing mixed-media communications are disclosed. The system includes one or more databases to store information in multiple formats. The information in multiple formats can be reviewed using a single application on a device for easy review and analysis of the mixed media communications.

Abstract: A technology that facilitates implementation of verified routing scripts for a dynamic routing engine (DCE) of one or more automatic call distribution (ACD) systems is disclosed. Exemplary implementations may: emulate a DRE of one or more ACD systems; provide a training corpus to simulate inbound telephony calls to the DRE and simulate context of the simulated inbound telephony calls; obtain to-be-executed routing scripts; execute the routing scripts on emulated DRE with the provided training corpus to simulate inbound telephony calls to the DRE under the simulated context of the simulated inbound telephony calls; determine that the routing scripts executed within defined parameters; in response to the determination, verify the routing scripts; and provide the verified routing scripts for execution on a live DRE of one or more active ACD systems.

Abstract: Systems and methods for a dashboard overview showing dashboards available for a user, a visual key of available dashboards and simplified access to most recently used dashboards are disclosed. A dashboard represents a user-defined display of key performance indicators (KPIs) in a manner perceived convenient by the user creating the dashboard. As dashboards have evolved a sharing aspect of dashboards has been determined to be a mechanism to promote reuse of dashboards. Including a visual clue on a dashboard selection page as to the underlying display presentation method has been determined to be an important aid in allowing for navigation amongst a plurality of dashboards available in an enterprise system. Sharing and retrieval techniques for dashboards are disclosed.

Abstract: A system and method for intent-based active callback management, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.

Abstract: Techniques are described for forecasting and dynamic routing of incoming routing service requests in a service environment that includes one or more call centers. Implementations apply a doubly stochastic modeling technique to modeling call volumes, call wait times, calling handling times, and/or other parameters in a service environment that includes one or more call centers that include multiple skill codes for the service representatives. By simultaneously modeling on different time scales, such as modeling both inter-day and intra-day correlations, implementations are able to provide an analysis that exploits more of the structure in the data compared to traditional techniques. Implementations can also integrate in other types of time series for other effects that may impact the call volume or other parameters in a service environment, such as exogenous and/or anomalous variables that are independent of other inter-day and/or intra-day trends exhibited in the data.

Abstract: Systems and methods of mapping a customer journey in an interactive voice response (IVR) system to a contact reason from a contact reasons list: receive an IVR log comprising a plurality of customer journey entries, wherein each customer journey entry comprises a sequence of one or more menu identifiers; generate an embedding vector for each menu identifier; filter one or more menu identifiers from a menu identifier list, wherein the menu identifier list comprises all menu identifiers contained in the IVR log; cluster one or more remaining menu identifiers from the menu identifier list into one or more clusters, based on the embedding vector of each menu identifier; map each cluster to a contact reason; and create a rule that categorizes a newly received IVR sequence based on a cooccurrence of at least one menu identifier in the newly received IVR sequence and in a given cluster.

Abstract: Certain aspects of the disclosure are directed to customized communication monitoring and alerts using a high-level programming interface. According to a specific example, a data communications server is configured and arranged to provide a database with virtual office features available to remotely-situated client entities. The data communications server is configured to provide to the client entities, a set of instructions written in a first programming language that defines a message exchange protocol. The data communications server is further configured to receive from each client entity, client-specific sets of control data written in a second programming language that is compatible with the first programming language. The data communications server may accumulate data from communication event data based on the client-specific sets of control data, evaluate the accumulated data for one or more parameters of interest, and generate communication models for the disparate client entities.

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Abstract: A system for virtual assistant facilitated contact center communications, wherein a virtual assistant at a contact center is used to communicate with a virtual assistant operating on a user device, thereby automating and improving contact center to customer communications. When a service request is received at a virtual assistant at the contact center from a virtual assistant operating on a user device, the virtual assistant at the contact center exchanges messages with one or more internal systems at the contact center to obtain relevant information. If any of the internal systems identifies missing information, the virtual assistant at the contact center queries the virtual assistant on the user device for the missing information.

Abstract: Disclosed is a service processing method, a server and a computer storage medium. In the method, for each of a plurality of services, a reservation amount of the service and a usage amount of the service are determined according to service usage information of a client; the reservation amount of the service and a usage-reservation ratio parameter of the service are processed on the basis of a characteristic value strategy to obtain a characteristic value of each service, the usage-reservation ratio parameter of the service is determined on the basis of the reservation amount of the service and the usage amount of the service; and a graphical interface of the client is called to present a ranking result of characteristic values of the plurality of services.

Abstract: Techniques are described for training a learning machine. One of these methods includes tracking interactions between a customer and customer service agents. The method includes generating a training set based on the tracked interactions. The method also includes generating a trained learning machine comprising training a learning machine using the training set.

Abstract: Systems and methods for providing decision making support for surgical procedures are disclosed. A system may include at least one processor configured to implement a method comprising receiving video footage of a surgical procedure performed by a surgeon on a patient in an operating room. The method may comprise accessing at least one data structure including image-related data characterizing surgical procedures. The method may include analyzing received video footage using image-related data to determine an existence of a surgical decision making junction. The method may include accessing, in at least one data structure, a correlation between an outcome and a specific action taken at a decision making junction. Based on a determined existence of a decision making junction and an accessed correlation, the method may include outputting a recommendation to a surgeon to undertake a specific action or to avoid a specific action.

Abstract: Aspects of the present disclosure relate to systems and methods that aid users with hearing and/or speech impediments to have a conversation with a remote phone number without human assistance. In one aspect, an application residing on a user's device, such as a smartphone, tablet computer, laptop, etc., may be used to initiate a phone call to a recipient. Upon initiating the phone call locally, a service residing on the server may receive a request to initiate a connection to the recipient. Once the recipient answers, the user may converse with the recipient by providing text input to their local app. The text input may be transmitted to the service. The service may use a text to speech converter to translate the received text to speech that can be delivered to the recipient.

Abstract: The invention relates to processing sensitive information by a contact centre. The invention provides a method of processing telephone calls by a call processor comprising the steps of receiving a call from a telephone network at the call processor; connecting the call to an agent via the call processor; liaising with a secure data collection server; transferring the call to the secure data collection server whilst the agent remains connected to the call processor; receiving said call from the secure data collection server and re-connecting the call to the agent via the call processor, the secure data collection server being arranged to remove sensitive data from the transmitted data such that the agent cannot perceive or record any sensitive data entered.

Abstract: Systems and methods for mapping a customer journey in an interactive voice response (IVR) system to a category from a categories list, build a directed graph based on one or more sample IVR customer journeys; generate a black list based on the directed graph; for a given customer journey: filter one or more non-informative menus from the plurality of available menus based on the black list; concatenate the respective associated menu prompt of each menu that was not filtered, and one or more user responses to one or more menu prompts from the series of interactions in the given customer journey, into a concatenated word string; calculate a similarity score between the concatenated word string and a category name of each category from the categories list; and map the given customer journey to the category whose category name produces the highest similarity score.

Abstract: Methods, systems, and apparatuses, including computer programs encoded on computer-readable media, for receiving from responders conversation selection criteria and mode of communication information. A request for a conversation is received, from an initiator using a first communication mode that identifies a topic, but does not identify any responders. A conversation identifier is created. Possible responders are determined based on the topic and the conversation selection criteria. The topic of the conversation is sent to the possible responders, without identifying the initiator. A first response from a first responder is received using a second communication mode that is different than the first communication mode. The first response is mapped to the conversation based in part on the conversation identifier. The response is sent to the initiator using the first communication mode.

Abstract: In one embodiment, one or more performance metrics for communication queues are monitored. The performance metrics may include metrics such as wait time, abandonment rate, and customer survey scores. Communications are retrieved from the queues and provided to agents based on rules associated with each queue. When a monitored performance metric for a queue falls below a threshold, the system determines one or more attributes of the rule associated with the queue that could be changed or removed to improve the performance metric. The determined attributes may be made based on the number of agents that will be available to handle communications from the queue after the attributes are changed, and historical performance metric data collected about the queue and agents that handled communications for the queue. The proposed changes to the rule may be presented to an administrator who may either accept or reject the proposed changes.

Abstract: The technology disclosed herein enables a call to be immediately reconnected to the same agent of a contact center after the agent has been disconnected while the caller remains connected to the contact center. A method provides determining that a first agent system, operated by a first agent of the contact center, has been disconnected from a communication session between the first agent system and a first caller system, operated by a first caller, due to a non-recoverable error. The first caller system remains connected to the contact center. The method further provides generating identification information that identifies the communication session and generating a link to join the communication session that includes the identification information. The method also provides transferring the link to a second agent system operated by the first agent. The second agent system is connected to the communication session when the second agent system follows the link.

Abstract: In one embodiment, one or more performance metrics for communication queues are monitored. The performance metrics may include metrics such as wait time, abandonment rate, and customer survey scores. Communications are retrieved from the queues and provided to agents based on rules associated with each queue. When a monitored performance metric for a queue falls below a threshold, the system determines one or more attributes of the rule associated with the queue that could be changed or removed to improve the performance metric. The determined attributes may be made based on the number of agents that will be available to handle communications from the queue after the attributes are changed, and historical performance metric data collected about the queue and agents that handled communications for the queue. The proposed changes to the rule may be presented to an administrator who may either accept or reject the proposed changes.

Abstract: In one embodiment, one or more performance metrics for communication queues are monitored. The performance metrics may include metrics such as wait time, abandonment rate, and customer survey scores. Communications are retrieved from the queues and provided to agents based on rules associated with each queue. When a monitored performance metric for a queue falls below a threshold, the system determines one or more attributes of the rule associated with the queue that could be changed or removed to improve the performance metric. The determined attributes may be made based on the number of agents that will be available to handle communications from the queue after the attributes are changed, and historical performance metric data collected about the queue and agents that handled communications for the queue. The proposed changes to the rule may be presented to an administrator who may either accept or reject the proposed changes.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system including determining results for a first plurality of contact-agent interactions, determining results for a second plurality of contact-agent interactions, and determining combined results across the first and second pluralities of contact-agent interactions corrected for a Yule-Simpson effect.

Abstract: It is disclosed an agent of a first cloudlet and a method performed therein, the first cloudlet having one or more service properties, the first agent having associated a first group of one or more other cloudlets. Based on an exchange of information about service properties of cloudlets accessible to each agent, a comparison is made between service properties from different cloudlets, and if a certain cloudlet has at least one service property that exceeds a service property of any one of the first group of cloudlets, the certain cloudlet is added to a group of cloudlets, which efficiently represents service properties available to the first agent.

Abstract: In accordance with embodiments, there are provided mechanisms and methods for security verification of communications to tenants of an on-demand database service. These mechanisms and methods for security verification of communications to tenants of an on-demand database service can enable embodiments to allow tenants to selectively implement security measures with respect to inbound communications, etc. The ability of embodiments to provide such feature may allow tenants to efficiently and effectively implement security measures for in-bound emails.

Abstract: Context appropriate errors are injected into conversational text generated by conversational agents. The conversational agent creates an imperfect conversational text containing at least one text entry error added to the original conversational text. A confidence level that at least one of context and meaning of the imperfect conversational text is consistent with the context and meaning of the original conversational text is determined, and the imperfect conversational text is communicated to a human recipient if the confidence level is above a pre-defined threshold.

Abstract: In one embodiment, one or more performance metrics for communication queues are monitored. The performance metrics may include metrics such as wait time, abandonment rate, and customer survey scores. Communications are retrieved from the queues and provided to agents based on rules associated with each queue. When a monitored performance metric for a queue falls below a threshold, the system determines one or more attributes of the rule associated with the queue that could be changed or removed to improve the performance metric. The determined attributes may be made based on the number of agents that will be available to handle communications from the queue after the attributes are changed, and historical performance metric data collected about the queue and agents that handled communications for the queue. The proposed changes to the rule may be presented to an administrator who may either accept or reject the proposed changes.

Abstract: A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. The transaction data includes one of a current resource being utilized for the transaction or a current channel indicating a communication channel being utilized for the transaction. The interaction data corresponds to interaction information of the current resource and the user device. The device generates a current score value of the transaction based on the transaction data and the interaction data. The device determines one of a further resource or a further channel to be used for the transaction based on the current score value and a predictive model. The predictive model defines relations between score values with the resources or the channels.