Various embodiments relate to an engagement server and a related method of initiating an engagement between an agent device and a user device based on formed and modified engagement rules. In one embodiment, the engagement server can receive one or more third-party analytic reports and use them to form engagement rules that determine when the engagement server initiates an engagement between the agent device and user device. In some embodiments, the engagement server can also receive user interaction data from the user device to modify engagement rules to fit a particular user. In some embodiments, the engagement server can use the third-party analytic reports and/or user interaction data from a plurality of users to form a statistical model. The engagement server may then use the statistical model to form and/or modify the engagement rules.

Analytics driven engagement

Disclosed herein are systems and methods for managing information management operations. The system may be configured to employ a work flow queue to reduce network traffic and manage server processing resources. The system may also be configured to forecast or estimate information management operations based on estimations of throughput between computing devices scheduled to execute one or more jobs. The system may also be configured to escalate or automatically reassign notification of system alerts based on the availability of system alert recipients. Various other embodiments are also disclosed herein.

Work flow management for an information management system

A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual end communications appliances connected in the session; service of media channel toggle options to end communications appliances; detection of media channel toggle option selections made by users operating the end communications appliances; and implementation of the media channel toggle option or options selected for individual communications sessions.

Media channel management apparatus for network communications sessions

A system and method is provided for providing contact center services via a mobile application on a mobile device. Status of a service request that is transmitted to a contact center is monitored. When a change in the status is detected, a notification is automatically transmitted to the mobile application. An interaction request is received from the mobile application in response to the notification. The interaction request identifies the service request. A party handling the service request is identified in response to receipt of the interaction request. The identified party is invited for engaging in interaction with the mobile device.

Customer care mobile application

The disclosed embodiments provide a system that facilitates the processing of network data. During operation, the system causes for display a graphical user interface (GUI) for configuring the generation of time-series event data from network packets captured by one or more remote capture agents. Next, the system causes for display, in the GUI, a first set of user-interface elements containing a set of statistics associated with one or more event streams that comprise the time-series event data. The system then causes for display, in the GUI, one or more graphs comprising one or more values from the set of statistics. Finally, the system causes for display, in the GUI, a value of a statistic from the set of statistics based on a position of a cursor over the one or more graphs.

Visualizations of statistics associated with captured network data

A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

System and method for tracking web interactions with real time analytics

A method of providing robust call center operation for an organization, based on a first data center with computerized components that provide service to the call center, including, receiving at a failover manager having a processor and memory, notification from a user to shut down components of the first data center providing service to the call center, shutting down or verifying non-functionality of the components of the first data center providing service to the call center, activating similar components from a second data center to replace functionality of the first data center, wherein the components of the first data center and the second data center are connected over a network, and updating references of the call center to access the components from the second data center instead of the components from the first data center.

Yuval Marco

Papers

System and method for tracking web interactions with real time analytics

System and method for robust call center operation using multiple data centers