Interactive Intelligence, Inc.

Donald E Brown

Michael D Gagle

Brian Edward Mewhinney

Jay Michael Langsford

Bruce Florman

Various technologies and techniques are disclosed for automating the activation of agents in particular workgroups. A call queue server receives incoming communications. A scheduling server is coupled to the call center server over a network and analyzes historical communication data to calculate a forecasted load for a particular time period. The system uses the forecasted load to create agent schedules for the workgroups for the particular time period. The system programmatically activates and deactivates the agents into and out of the workgroups at scheduled points in time based on the calculated schedules. The call center server routes each of the queued communications to a particular agent that is activated on a particular one of the workgroup.

System and method for agent queue activation in a contact center

A computer system and method is disclosed for automatically establishing a screen sharing session between a first party and a second party based upon device associations. A computer telephony system establishes a telecommunication session between at least a first and second party. The computer telephony system receives a request for a screen sharing session from one party to the telecommunication session. Using a configuration plan, the computer telephony system is able to determine the proper computing devices between which to establish the screen sharing session absent user entry. A screen sharing session is created between the parties of the telecommunication session and optionally tied thereto.

System and method for remote screen monitoring

A computer-implemented system and method for assisting managers of a contact center is provided. The monitoring of agent communications is performed automatically and the communications are assigned to a group of supervisors for scoring. The scores assigned to the communications are then received and programmatically evaluated against predetermined criteria to determine the quality of the supervisors' performance. If the quality of performance is below an acceptable threshold, then the need for supervisor performance improvement is indicated. In one embodiment, the system automatically schedules a session for establishing/reinforcing a set of scoring guidelines in response to the indication.

System and method for providing a baseline for quality metrics in a contact center

A system of networked computers is disclosed having a number of servers and a number of clients. The clients are each provided with access to server selector service and the servers are each provided with access to a server reporter service. The server selector service is operable to obtain server processing load information from the server reporter service. The server selector service is responsive to a client activation request for a software task designated for server execution to select two or more servers to interrogate for server processing load information and designate one of the servers to execute the software task based on the server processing load information obtained by this interrogation.

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Zionsville, IN, United States of America

Donald E Brown