Systems as described herein may include generating an aggregated service status report for a real-time service delivery platform. A plurality of services running in a service domain may be determined. A request for a status of system behavior corresponding to a particular service may be received. Service connection details of the particular service may be discovered and metric data of real-time data movement may be tracked. Real-time snapshot aggregation of the particular service may be provided. In a variety of embodiments, a real-time system behavior report for the service across availability zones may be presented.

Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.

One or more embodiments related to a method that includes querying a data store for current interaction data between call center personnel and customers. The call center personnel are grouped into call center groups. The method further includes determining, for at least some call center groups, a current interaction metric specific to the call center group. The current interaction method is provided for each of the at least some call center groups.

A system and method configured to generate a simulated caller dialog including a caller intended issue for a scenario for testing a customer service representative (CSR). A simulated caller dialog is presented to the CSR and a CSR response to the simulated caller dialog is received and includes a CSR interpretation of the caller intended issue to the simulated caller dialog. An understanding determination result based on an intent determination recognition score is generated by an intent determination recognition model is generated in response to a comparison of the CSR interpretation of the caller intended issue matching the caller intended issue in the simulated caller dialog. A CSR score is generated for the scenario based on the understanding determination result. The CSR score is recorded to a database.

Novel tools and techniques are provided for implementing application programming interface (“API”)-based concurrent call path (“CCP”) provisioning. In various embodiments, in response to receiving a CCP provisioning request, a computing system may determine whether such a request would affect a set of trunk groups assigned to a customer based at least in part on network utilization data. If not, the computing system may cause the nodes in the network to increase or decrease, in near-real-time, the number of CCPs in at least one trunk group assigned to the customer based on the CCP provisioning request. If so, the computing system may cause the nodes in the network to increase or decrease, in near-real-time, the number of trunk groups assigned to the customer and may cause the nodes in the network to increase or decrease, in near-real-time, the number of CCPs in the updated number of trunk groups.

An example operation may include one or more of receiving a data file comprising a list of interactive voice response (IVR) prompts, identifying a set of IVR prompts within the received data file that are included within a common sequence, assembling text content from each IVR prompt in the set of IVR prompts within the common sequence into a string of text content, and modifying the data file to include the assembled string of text content within a field of the modified data file.

A conference system includes a conversation state determiner that determines whether or not the state of first and second users is a direct conversation state in which direct conversation is possible without using a speech system, and an output controller that controls whether or not to cause the speech system to output a first acquired voice from a second speaker, based on the determination result of the conversation state determiner.

The present disclosure is generally related to integrating asynchronous text based and voice based communication between users on desktop and mobile devices with synchronous modes of communication, such as video or audio conferencing. More particularly, additional notifications, commands, and services may be provided to aid users to smoothly transition between different modes of operation, to adapt to varying conditions, and to reduce distraction caused by notifications.

A computerized method for enhancing agent's efficiency in a contact center by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction is provided herein. The computerized method includes receiving a request for service and in response may operate an orchestration engine. The orchestration engine derives contact related information from the communication channel to yield at least one contact attribute and according to a preconfigured set of rules and the agent's availability state, performs attribute-based routing of the request for service to one or more agents and designates a primary agent out of the one or more agents to handle the request for service, and when the orchestration engine can't find a human agent having a proficiency as defined in the computerized system, the orchestration engine is designates as a primary agent, a bot agent.

A control device includes a storage unit that stores an upper limit value of the number of calls that can be processed in a predetermined time using a session boarder controller (SBC) and an upper limit value of the number of signal conversion rules that can be processed using the SBC, and an arithmetic operation unit that allocates, to the SBC, an operator the number of calls of which is maximum from among a plurality of operators using the number of calls and the number of signal conversion rules for each operator and determines a combination of operators to be allocated to the SBC from among remaining operators such that an unused resource related to the number of calls and the number of signal conversion rules in the SBC becomes minimum, using the upper limit value of the number of calls and the upper limit value of the number of signal conversion rules read from the storage unit.