A contact center that includes:
 (a) an input 200 operable to receive a contact; (b) a task expert module 232 to (i) identify a plurality of tasks 400 associated with the contact; (ii) group the tasks 400 into first and second task sets; and (iii) queue the first and second task sets at different positions in at least one queue 208 ; and (c) an agent and work item selector 220 to assign the first task set to a first agent for servicing while maintaining the second task set in the at least one queue 208.

Multi-service request within a contact center

The present invention is directed to a contact center 100 comprising (a) an input operable to receive a contact from a customer, the customer having an associated value to the contact center 100 and (b) a contact selector 216 operable to select a resource of the contact center 100 to service the contact based, at least in part, on the associated value The associated value reflects one or more of a historic, predicted, and current monetary expense of the contact center to service the customer

Using true value in routing work items to resources

In one embodiment, the present invention provides a data stream reference module 250 that can enable a user to perform forward tracing, backward tracing, and tracing indirect dependencies in a data model and/or metadata model. The tracing is not necessarily along a common hierarchical level but can be from one level to another.

Report database dependency tracing through business intelligence metadata

A contact center is provided that includes a plurality of agents for servicing incoming contacts and an event manager that is operable to monitor various administrative changes made within the contact center, determine if those changes had a positive or negative effect on the contact center performance (either locally or globally), and reverse the change if it is determined that the change resulted in negative effect on the contact center.

Contact center service monitoring and correcting

Embodiments relate to systems and methods for generating and storing translation information as package metadata. A physical or virtual client machine can host a set of installed software packages, including operating system, application, and/or other software. A package manager tracks the set of installed packages and language resources available for the installed set. The package manager can host or access a set of package attributes which include language specifications which indicates a language that should be used for search, display, and/or other activities. The language specifications be used to link to remote a remote repository storing various language metadata, including translations of source text. The resulting translated descriptions of source text from applications or other objects can be received and locally stored as translation information on the client machine. Translations can be periodically generated and/or updated.

Systems and methods for generating and storing translation information as package metadata

The subject invention provides a unique system and method that facilitates mitigating the number of versions of a coded application needed to accommodate different spoken languages. The invention involves generating resource tables including resource identifier-resource type pairs. Examples of resource types include strings, bitmaps, icons, menus, and the like. For instance, instead of coding the application with strings, the application is coded with resource identifiers. The strings corresponding to the resource identifiers can be extracted from a resource table and in particular, from a resource file. Before searching through resource files and subdirectories, a cache can be searched to determine whether the resource identifier-string was previously requested. Resource identifiers can be parsed and the relevant information taken therefrom to locate the corresponding strings. If not already in the cache, the resource identifier-string pairs can be cached in a hash table or other database.

Real-time localized resource extraction

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