Verizon Patent and Licensing Inc.

Telesector Resources Group, Inc.

Verizon New York Inc.

Albert Michael Selvin

Manah Mounir Khalil

Senthil Muthusamy

Mohammad Y Salman

Somesh Sharma

Maarten Sierhuis

Yuemin Ding

Robert F Shapiro

Ying Sun

Phillip W Melancon

Marc J Pannone

Call center personnel, i.e., company agents may be monitored and information from monitoring the call center agents may be presented on a portable device. The information from monitoring the call center agents may include various key performance indexes (KPIs) that enable the performance of the call center agents to be assessed. The KPIs may be updated in near-real time based on monitoring pending calls handled by the agents. Sound analytics may also be performed on the calls. Information regarding the call center agents may be graphically organized by the portable device so that call centers agents who may need assistance may be easily identified. The portable device may join a call. For example, a setting for a session associated with the call may be modified to include the manager device in the session.

Call center agent management

The present invention is a method and apparatus for generating nodes and link definitions for a hypertext database from at least one source document which includes text and formatted properties that define a logical structure of the source document. Initially, the source document is segmented according to selected formatted properties. A node is then generated for each segment of the source document. Thereafter, link definitions are created to establish associations between the nodes so as to maintain the logical structure of the source document defined by the format properties. The nodes and link definitions can be imported to a hypertext database and searched with a hypertext engine.

Method and apparatus for generating typed nodes and links in a hypertext database from formation documents

There is provided a method for specifying an operation via a graphical interface. The method comprises the steps of examining an image to distinguish a first bordered region within the image; examining the image to distinguish a second bordered region within the image; and determining a functional attribute of the second bordered region based on a position of the second bordered region relative to the first bordered region. There is also provided a system for specifying the operation via a graphical interface.

Method for specifying a database import/export operation through a graphical user interface

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Pawling, NY, United States of America

Albert Michael Selvin