State Farm Mutual Automobile Insurance Company

Chad Skinner

Aaron C Kammeyer

Amit Gupta

Scott D Dies

Jason Potts

Thad Garrett Craft

Garrett Weston

Chris Lay

Shane Cisco

Rachel Duffield

Cory Steers

Brandon Dorn

Techniques described herein relate to a client application framework for a contact center environment. A role-specific thick client framework may include a web browser-based, desktop application having multiple processes that can be distributed across the computing infrastructure of the client device. A portion of the framework may include a container application image received from an internal server of the contact center and launched by the client device. The desktop application may collect data associated with use of the container application image and transmit the collected data to a contact center server. The contact center server may process the data, in some instances along with data from additional desktop applications on additional client devices, to implement one or more integrated models across the contact center environment.

Representative client devices in a contact center environment

Various techniques described herein relate to a client application framework for a contact center environment. A role-specific thick client framework may include a web browser-based application having multiple processes that can be distributed across the computing infrastructure of the client device. A portion of the framework may include a container application image received from an internal server of the contact center and launched by the client device. The framework also may include queuing and communication services executing on the client device, which interface with the internal client application and external service providers to support a common queuing framework and an integrated model implementation across the contact center environment.

Thick client and common queuing framework for contact center environment

Various techniques described herein relate to building and using representative data systems to store and manage representative profile data within contact centers. A representative data system integrates with external communication services and other internal/external systems to provide a uniform data store and interface to create and manage representative profiles. The representative data system retrieves and analyzes representative profile data during runtime contact center operations such as contact queuing, contact management, and/or workforce management. The representative data system may be implemented using relational or graph-based data structures to support advanced predictive modeling and impact analysis of scenarios such as service outages, dynamic workload shifting, infrastructure changes, and workforce changes.

Integrated representative profile data in contact center environment

Techniques described herein relate to message distribution in a contact center. Messages generated by an administrator and/or by a trained model processing data from customer interactions with the contact center are stored in a message queue. A desktop application running on a representative device and hosted by the contact center queries the message queue for messages intended for a representative using the representative device. Messages intended for the representative are automatically displayed on the representative device, e.g., on the desktop.

Contact center messaging

Techniques described herein relate to representative monitoring in a contact center environment. Data associated with a customer interaction, including content of the interaction and video of a representative display during processing associated with the interaction, are presented to an administrator in real time or near real time for monitoring during an interaction. In some examples, a contact center server may receive an event notification when a live contact begins, and may generate data files associated with the live contact to allow the administrator to monitor the contact. In some instances, the contact center server may continue to generate data after conclusion of the live contact, to allow the administrator to monitor and guide post-contact processing performed by the representative. The contact center server also may allow administrators to select live contacts for monitoring and/or receive alerts when pre-selected representatives commence live contacts that can be monitored.

Monitoring representatives in a contact center environment

A method may include retrieving data about the health of a plurality of applications executing in a computing environment. The method may also include determining a plurality of indications of health based upon the data about the health of the plurality of applications, and determining an indication of an overall health of a portion of the computing environment based upon the plurality of indications of health of the plurality of applications. Still further, the method may include generating a plurality of visual elements to be displayed on remote user devices, where the plurality of visual elements may present the indications of health and/or the indication of overall health, and sending the plurality of visual elements to at least one of the remote user devices. The health indications may include both availability (expressed as a percentage) and performance (expressed as time) indications of health.

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Normal, IL, United States of America

Chad Skinner