Abstract: A system can route calls based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

Abstract: Systems and methods simulate call centers networks and call loads to test load balancing and routing. The simulation can be used for generating, using a load balancer, a call score for the one or more calls based on the call information and selecting, using the load balancer, one of the simulated call centers as a selected call center based on the call score and the respective response entity profile.

Abstract: A system and method for automatically generating and rendering a report data structure is provided. The report data structure is formed in a platform independent manner that includes all data for transactions used in the report. The system analyzes the transactions to be included in the report and selects the type of display component based on a ranking score to best highlight the data contained therein.

Abstract: Methods and systems for processing input/output (“I/O”) requests in a networked storage environment are disclosed. One method included polling, by a processor, a receive queue at a first polling rate to identify I/O requests received by the receive queue to read data from or write data to a storage device; determining, by the processor that a hit rate has reached a threshold value, the hit rate indicating a number of pending I/O requests at the receive queue, in response to the receive queue being polled at the first polling rate; and modifying, by the processor, the first polling rate to a second polling rate, in response to the hit rate reaching the threshold value.

Abstract: Systems, methods, and computer program products provide a digital twin of a call center or call center network, including the members, representatives, and algorithms therein. The digital twin can be used to model real-world call centers and call center networks or may be modified to test changes (in the center/network's control such as algorithms or representative staffing, or beyond the center network's controls such as callers) before they are implemented in real-world production environments. Call loads, which may be based on real call loads or generated differently, can be used to test current or contemplated call center/network arrangements. The digital twin can be validated through comparison with data received from the real-world call center(s)/network(s) it models.

Abstract: A technique for processing a target program is disclosed. In the technique, execution of a target program handling a data structure object is initiated. In the technique, a synthetic data structure object is created by using a mixed data object instead of handling the data structure object in a manner instructed originally in the target program. The mixed data object includes a first data object and a second data object and is configured to redirect a method call to the second data object in response to the first data object being unable to handle the method call.

Abstract: A method includes selecting a customer of a company; constructing a digital footprint of the selected customer. The method includes inputting the digital footprint to an artificial intelligence (AI) engine. The method includes obtaining one or more probability values from the AI engine based on the input digital footprint. The method includes selecting a call driver, from among a plurality of call drivers, as a predicted call driver. The method includes providing the predicted call driver to a call center associated with the company.

Abstract: Systems and methods simulate call centers networks and call loads to test load balancing and routing. Performance can be logged to memorialize the load balancing and routing techniques' handling of different loads. This allows the testing of new algorithms or architectures and stress testing of existing architectures in non-production environments. Load balancing can be based on a call score, and routing can invoke proprietary routing protocols.

Abstract: According to a computer-implemented method, a chat data set is received, which chat data set includes information indicative of a plurality of natural language chat transcripts of chats that occurred between a virtual agent and a human. Machine logic analyzes the chat data set to identify an error that occurred in the operation of the virtual agent. The machine logic updates a chat model based on the chat data set.

Abstract: Techniques for proactively detecting configuration inconsistencies may include: receiving notification regarding an occurrence of a trigger event in a system, wherein the trigger event is one of a plurality of defined trigger events, and wherein the plurality of defined trigger events include one or more defined time periods; and responsive to receiving the notification, performing first processing including: capturing configuration information describing a current configuration of the system; and performing proactive consistency validation processing of the configuration information that detects inconsistencies between dependent entities of the current configuration. The proactive consistency validation processing may detect inconsistencies between dependent entities of the same type or different types. Metadata may identify dependencies between entities that may exist in a configuration. Responsive to detecting an inconsistency, a suitable action may be taken and/or user notified.

Abstract: Systems, methods, and other embodiments associated with anomaly detection are described. In one embodiment, a method monitoring an on-going project that comprises a plurality of processes and process activities that occur during the process. A machine learning model is applied that identifies a group of projects that are a similar type as the on-going and generates an expected level of process activities that are expected to occur. Based on a snap shot of the on-going project at a first time period, observed levels of process activities are determined that occurred in each process. The machine learning model compares for each of the processes, the observed levels of process activities to the expected levels of process activities in a corresponding time period. If the observed levels of process activities fail to fall within a range of the expected levels of process activities, an anomaly alert is generated and displayed.

Abstract: In one example, a method can be performed that involves receiving user input concerning a failure of a data protection job, and performing various operations automatically without requiring further user input or action. Such operations include querying a database, based on the user input, to identify a log file, accessing the log file and extracting information from the log file based on the user input, using information extracted from the log file to identify a potential cause of the failure, and generating a report that lists the potential cause of the failure.

Abstract: A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.

Abstract: A system may include one or more processors disposed within a management network. An end-user network may contain agent instances and one or more servers, where the one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving, from the end-user network, data associated with the processes of the one or more servers; determining, based on a specification, operations to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises logical directives, each directive containing conditions that, if satisfied by the received data, define the operations; and providing, to the one or more servers, the operations.

Abstract: Script on a visitor's browser posts information about the visitor to a presence system. The script may post information such as the URL of the page being viewed by the visitor and any available information identifying the visitor. Agents connect to the presence system to detect visitors on the website. Any identifying information posted by the visitors to the presence system is captured into the agent CRM system to enable the agents to see, within the CRM system, which contacts known to the CRM system are currently on the website. The agent may signal the visitor through the presence system to initiate a co-browse session on which the agent can see the visitor's activities on the website. The co-browse session may be initiated by the agent without requiring the visitor to take action and optionally without the visitor's knowledge.

Abstract: A computing system includes a web server, client computing devices, a proxy between the web server and the client computing devices, and an analytics server. Each client computing device is operated by an end-user to access an application based on end-user events resulting in representational state transfer (REST) calls to the web server. The proxy passes through the REST calls to the web server and returns responses from the web server, with the return responses corresponding to activities being performed within the web application. The analytics server correlates the end-user events with the corresponding REST calls and return responses from the proxy for each client computing device, and uses vectorization to compare similar activities. The analytics server associates the similar activities with a quality indicator to identify anomalies within the application for corrective action to be taken.

Abstract: A system may include one or more processors disposed within a management network. An end-user network may contain agent instances and one or more servers, where the one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving, from the end-user network, data associated with the processes of the one or more servers; determining, based on a specification, operations to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises logical directives, each directive containing conditions that, if satisfied by the received data, define the operations; and providing, to the one or more servers, the operations.

Abstract: Systems and methods are described for providing a predictive session-based search engine. A predictive session-based search engine may identify and pre-fetch data from various data sources that is likely to be accessed during a particular session. Data sources may include other search engines, databases, web servers, and other sources of information. A plug-in controller architecture, which may include templates, computer-executable instructions, application programming interface (API) calls, or other information that enables access to a particular data source, may be used to allow the predictive session-based search engine to obtain data from the data sources. The predictive session-based search engine may store and index the data it obtains, and may answer search queries during the session with data that is stored and indexed locally rather than retrieving data from the original sources.

Abstract: An online system generates implied links between objects distributed by the online system based on a plurality of users' behaviors with respect to the objects. For a behavior of a user with respect to an object that satisfies a link criterion, the online system identifies a connection between the user and the object. Local object graphs are generated to represent the relationships between the objects connected to each user, and the local object graphs are merged into a global object graph. An adjacency matrix is extracted from the global object graph as a representation of the strength of relationships between the objects distributed by the online system. The online system may then apply graph analysis techniques to the adjacency matrix, thereby analyzing the relationships between the objects without relying upon explicit links between the objects.

Abstract: Methods and apparatus consistent with the invention provide the ability to organize, index, search, and present time series data based on searches. Time series data are sequences of time stamped records occurring in one or more usually continuous streams, representing some type of activity. In one embodiment, time series data is organized into discrete events with normalized time stamps and the events are indexed by time and keyword. A search is received and relevant event information is retrieved based in whole or in part on the time indexing mechanism, keyword indexing mechanism, or statistical indices calculated at the time of the search.

Abstract: Predicting and notifying availability status of a user may include determining, using a processor, an availability status of a user according to historical data for the user and automatically updating the availability status of the user using the processor.

Abstract: Methods and systems described in this disclosure allow customers to personalize their phone experience when calling into an organization. In some embodiments, customers who may benefit from this service are identified based on the content of the customer's previous or current phone calls to the organization. The identified customers may be invited to enroll and to provide preferences for a customized Interactive Voice Response experience. In some embodiments, the customer can elect to hear the balances of one or more of his accounts without going through a phone menu or asking a representative to look up the relevant amounts. Once enrolled, when the customer dials into the organization and upon successful authentication, the organization proactively states the customer's account balances with no further customer request.

Abstract: A method for tracking known topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; initializing, by the processor, a collection of tracked topics to an empty collection; computing, by the processor, a similarity between each fragment of the fragments and each of the known topics; and adding, by the processor, a known topic of the known topics to the tracked topics in response to the similarity between a fragment and the known topic exceeding a threshold value.

Abstract: The present invention relates to a method and a system to automate identification of transactions. The method comprises receiving raw log files from a transaction device into a log collector, storing the raw log files to a log storage, processing the raw log files by a log parser unit to remove the fields and the entries of the raw log files that are not relevant for the transaction identification analysis, identifying of at least one session of at least one user by clustering the processed one or more entries from a single user session using at least one session identifier unit, identifying at least one user path that is followed by at least one user during a single user session, identifying at least one entry point from the identified single user path and determining at least one transaction and at least one sub transaction from the identified entry point.

Abstract: Methods and systems for routing calls based on a minimum expected delay, classification, and priority of the call are provided. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

Abstract: Methods and systems for routing calls based on a minimum expected delay, classification, and priority of the call are provided. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

Abstract: An online system generates implied links between objects distributed by the online system based on a plurality of users' behaviors with respect to the objects. For a behavior of a user with respect to an object that satisfies a link criterion, the online system identifies a connection between the user and the object. Local object graphs are generated to represent the relationships between the objects connected to each user, and the local object graphs are merged into a global object graph. An adjacency matrix is extracted from the global object graph as a representation of the strength of relationships between the objects distributed by the online system. The online system may then apply graph analysis techniques to the adjacency matrix, thereby analyzing the relationships between the objects without relying upon explicit links between the objects.

Abstract: Systems and methods for application analytics reporting include comparing metrics regarding the use of the application to a usage model for the application. The usage model indicates an expected set of states of the application and transitions between the states during execution of the application. A determined difference between the metrics and the expected states and transitions indicated by the usage model that exceeds a predetermined threshold is provided as analytics data.

Abstract: A predictive dialer in a call center may originate a number of outbound calls on behalf of agents for an outbound call campaign. Since many calls may fail to connect with the right party, the predictive dialer may originate several contemporaneous calls in order to provide a single call to an available agent. A pacing algorithm in the predictive dialer determines how many calls are to be made based on various factors, conditions, and rules. In some instances, the predictive dialer may attempt to originate more calls than there are available trunks. In such instances, the number of originated calls is limited by the number of available trunks causing a trunk-related deficiency condition, which can adversely impact the agents' performance. Various embodiments of the invention detect such conditions and address them to attempt to minimize current and future trunk-related deficiency conditions.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for pacing outbound calls placed by a predictive dialer in a contact center. Specifically, an ensemble made up of a global predictive model and a local predictive model is applied to each dialing record found in a plurality of dialing records to provide a probability of an outbound call placed to the dialing record resulting in a live connect. Accordingly, a call pacing hit ratio can then be calculated based on the probability for each of the dialing records and this call pacing hit ratio can be used by a predictive dialer in various embodiments to more accurately pace the placing of outbound calls then by using conventionally derived call pacing hit ratios.

Abstract: Methods and systems described in this disclosure allow customers to personalize their phone experience when calling into an organization. In some embodiments, customers who may benefit from this service are identified based on the content of the customer's previous or current phone calls to the organization. The identified customers may be invited to enroll and to provide preferences for a customized Interactive Voice Response experience. In some embodiments, the customer can elect to hear the balances of one or more of his accounts without going through a phone menu or asking a representative to look up the relevant amounts. Once enrolled, when the customer dials into the organization and upon successful authentication, the organization proactively states the customer's account balances with no further customer request.

Abstract: Systems and methods for optimizing inventory assignment amongst a plurality of Producers to achieve maximum revenue from a given inventory are provided. The system employs historical analysis of each producer's relative liquidation rate at a given percentage of capacity. The inventory is then assigned to the producers such that the anticipated relative liquidation rate for each producer working the inventory is substantially equal to a target relative liquidation rate.

Abstract: The invention provides a system and method for analyzing a collection of communication messages. The communication messages may be any one of a collection of electronic mail messages, voicemail messages, instant messaging dialogues and other forms of communications. The collections of communications, such as electronic mail messages, may be selected by a user and then subsequently processed to determine the identity of any of the user's contacts within the communications. The contacts may then be arranged in a relative priority arrangement whereby contacts which have been identified as engaging in prior reciprocal communications with the user are given higher priority. Higher priority may also be given to contacts which engage in more recent communications with the user. Specific contact relationships may be inferred from the communications depending on whether specific contacts are repeatedly mentioned within the communication messages.

Abstract: When a voice call is made between two users (Caller and Callee), both of which may have access to multiple voice communication services, the connection is made automatically by the communication equipment through a selectable communication service, based upon characteristics of connection. Those characteristics may include the services available to the users, the day of the week, the time of day, the availability of the Callee on a service, the geographic locations of the Caller and Callee, and Caller pre-established service preferences. Preferably, Caller preferences and associations of callees with unique destination identifiers are stored in a database created for the Caller and available to his communication equipment. An ultimate callee identifier selected for a particular call includes an indication of communication service, and connection an appropriate interface for that service is then provided automatically for the Caller.

Abstract: The invention provides a system and method for analyzing a collection of communication messages. The communication messages may be any one of a collection of electronic mail messages, voicemail messages, instant messaging dialogs and other forms of communications. The collections of communications, such as electronic mail messages, may be selected by a user and then subsequently processed to determine the identity of any of the user's contacts within the communications. The contacts may then be arranged in a relative priority arrangement whereby contacts which have been identified as engaging in prior reciprocal communications with the user are given higher priority. Higher priority may also be given to contacts which engage in more recent communications with the user. Specific contact relationships may be inferred from the communications depending on whether specific contacts are repeatedly mentioned within the communication messages.

Abstract: Methods and systems described in this disclosure allow customers to personalize their phone experience when calling into an organization. In some embodiments, customers who may benefit from this service are identified based on the content of the customer's previous or current phone calls to the organization. The identified customers may be invited to enroll and to provide preferences for a customized Interactive Voice Response experience. In some embodiments, the customer can elect to hear the balances of one or more of his accounts without going through a phone menu or asking a representative to look up the relevant amounts. Once enrolled, when the customer dials into the organization and upon successful authentication, the organization proactively states the customer's account balances with no further customer request.

Abstract: Systems and methods are disclosed for providing in-premises management of home area networks. An example management includes a network interface device, a processor in communication with the network interface device, and a transceiver device in communication with the processor. The network interface device can establish a paired communication link with a computing device that is in communication with a head-end system. The processor can receive a command originating from the head-end system and communicated to the management device from the computing device via the paired communication link. The processor can identify a terminal device of the home area network that can perform a function in response to the command. The processor can generate a message for the terminal device including the command. The transceiver device can transmit the message from the processor to the terminal device via a wireless communication link of the home area network.

Abstract: The invention provides a system and method for analyzing a collection of communication messages. The communication messages may be any one of a collection of electronic mail messages, voicemail messages, instant messaging dialogs and other forms of communications. The collections of communications, such as electronic mail messages, may be selected by a user and then subsequently processed to determine the identity of any of the user's contacts within the communications. The contacts may then be arranged in a relative priority arrangement whereby contacts which have been identified as engaging in prior reciprocal communications with the user are given higher priority. Higher priority may also be given to contacts which engage in more recent communications with the user. Specific contact relationships may be inferred from the communications depending on whether specific contacts are repeatedly mentioned within the communication messages.

Abstract: A method for matching a first entity with at least one second entity selected from a plurality of second entities, comprising defining a plurality of multivalued scalar data representing inferential targeting parameters for the first entity and a plurality of multivalued scalar data of each of the plurality of second entities, representing respective characteristic parameters for each respective second entity; and performing an automated optimization with respect to an economic surplus of a respective match of the first entity with the at least one of the plurality of second entities, and an opportunity cost of the unavailability of the at least one of the plurality of second entities for matching with an alternate first entity.

Abstract: A dynamic call connection distributor and a related method, the distributor including an agent pool, having information of call agents, the agent pool is at least partly configurable by a plurality of individual call agents, a recipient dialer, including circuitry for dialing at least one number of predefined potential recipients for establishment of a recipient connection, an agent dialer including circuitry for establishing an agent connection from the dynamic connection distributor to a call agent, and a call linker, having circuitry for linking the agent connection with the recipient call.

Abstract: A method and system for providing automated call center services, operating by identifying a caller, accessing the caller's account information, determining the likely reason for the call, identifying an agent skill group based on the likely reason for the call, and providing an available agent with access to the caller's account information, together with a script based on the likely reason for the call. Data and voice access to agents is combined with specialized methods and systems for determining agent optimization capabilities, thereby allowing multiple call centers located in geographically different areas to operate as a seamless virtual call center, having the capability to dynamically reorganize the structure of available agents, regardless of where located. Real time statistics allow determination of how many agents should be available and what skill set those agents should have, thereby facilitating management decisions.

Abstract: A predictive model generator that enhances customer experience, reduces the cost of servicing a customer, and prevents customer attrition by predicting the appropriate interaction channel through analysis of different types of data and filtering of irrelevant data. The model includes a customer interaction data engine for transforming data into a proper format for storage, data warehouse for receiving data from a variety of sources, and a predictive engine for analyzing the data and building models.

Abstract: Simulation is used to determine optimal dialer parameters for a predictive dialing system. A call history is logged over a period of time for a plurality of outgoing calls initiated by the predictive dialing system. The call history includes call data for each of the outgoing calls. A simulation is run on the call history by adjusting one or more dialer parameters and determining one or more values for those dialer parameter values that provide at least a target agent utilization within the simulation without causing a threshold abandonment rate to be exceeded within the simulation. Timing and/or quantity of outgoing calls to be initiated by the predictive dialing system are determined based, at least in part, on the one or more values for the dialer parameters determined from the simulation. The predictive dialing system initiates outgoing calls in accordance with the determined timing and quantity.

Abstract: A system and method for predicting the class of future customer calls to a call center. Saved call data is analyzed using a robust tokenizer of a computerized device. The tokenizer transforms a sequence of characters in a call summary field of the saved call data into a sequence of tokens. Tokenized call data is produced. Multiple maximum entropy (MaxEnt) models are created based on the tokenized call data, using the computerized device. The MaxEnt models produce a probability distribution of all classes for a next call to a call center. A conditional random field (CRF) classifier is trained with the MaxEnt models and information from the saved call data, using the computerized device. The CRF classifier uses chronologically ordered sequences of prior calls to the call center and predicts a class for a new call to the call center based on the saved call data. A call class prediction is produced for the new call received from a returning customer based on the CRF classifier and the MaxEnt model.

Abstract: A method of predicting expected performance of a processing center system is accessed. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system.

Abstract: An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents.

Abstract: A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

Abstract: A computer system for controlling calls to a call target, including a processor in communication with non-volatile memory, the non-volatile memory executing code including code for receiving call target information relating to the call target, code for accessing a database and retrieving a contact rate for a time period for the call target, code for placing a call target identifier in a queue indicating the call target will be called during the time period, when the time period has a contact rate greater than a threshold rate, code for placing a call to the call target during the time period, and code for updating the contact rate based on an outcome of the call.

Abstract: A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound dialing server, the data repository storing outbound dialing records for automated outbound dialing, and software executing on the outbound dialing server from a non-transitory physical medium, the software providing a first function for determining for a specific outbound dialing record if the connection to a live agent must be an assured connection, a second function for dialing and engaging an agent via an internal call for reservation of the agent, and a third function for bridging the call connections forged between the system and the agent and the system and the outbound party upon answer of the outbound call.

Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, simultaneously execute two different work assignment algorithms on the same work flow either in real-time as the work flow is received or in a simulation environment. The differences in the way that each work assignment algorithm handles the same work flow are compared and contrasted to help describe the differences in the work assignment algorithms.