A computerized-method for determining an agent-proficiency when addressing concurrent customer sessions via one or more channel types and utilization thereof is provided herein. The computerized-method includes operating a Concurrent-Sessions-Handling-Agent-Proficiency (CSHAP) module. The CSHAP-module includes: (a) operating an interactions-module to retrieve one or more interactions and metadata thereof of the agent; (b) for each interaction, determining if the interaction has been handled with concurrent interactions; (c) for each determined interaction as handled with concurrent interactions, checking in the metadata if the interaction has one or more defocused-events; (d) calculating a CSHAP-score for the agent based on one or more attributes from the metadata of the interaction to provide an indication as to an ability of the agent to address concurrent customer sessions; (e) storing the calculated CSHAP-score in a data-store; and (f) sending the CSHAP-score to one or more applications, to take one or more follow-up actions based on the CSHAP-score.

Disclosed herein is a system and method to any two or more MLMs to be merged into a multiline MLM system despite having different commission structures. Each member of the original MLMs is able to maintain their existing downlines without any changes. Further the existing MLM members have full access to the multi-line MLM commission structure, for example, a member of a binary MLM may now add a 3rd, 4th, 5th, etc. line if they choose. The multiline commission plan will be different than the commission plans from any of the original MLMs but this change should not affect the income of a large portion of users, and users that are affected by the changeover can be compensated or made whole on an individual level. In addition to this multiline commission plan, the commission structure of the original MLMs has been broken into several separate ‘types’ which together form a MLM system. These ‘types’ include the income received from downline commission based on position and the income received based on enrolling a member in the MLM, also known as sponsorship. Members with a serious decrease in earnings due to the merger will be awarded points or credits that they can then use to supplement their income going forward. Lines that earn more within a month than the payment cap for that line may draw from the user’s cache of points in order to for the user to receive more in income from a line than the payment cap would normally allow. This way large discrepancies that are due to a member historically having only a few high paying lines can be alleviated and gives these users time to build additional lines without penalty.

Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and/or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.

A computer-implemented position-centric personnel modeling apparatus, system, and method may be provided. A nodal hierarchy may be created to correlate with the personnel structure of a business enterprise, wherein each node may be a cyberspace representation of an individual within the personnel structure of the business enterprise. Attributes correlating to individual personnel in the business enterprise may be mapped to a respective node. Objectives may subsequently be tasked within the model and the nodal hierarchy may be rearranged based on the results. Results from the model may optionally be reflected by a business enterprise.

Methods and systems for monitoring contributor performance for source code programming projects in order to increase the velocity of workflow and the efficiency of project teams. In particular, the methods and systems record the particular type of issue that is tagged for a given contribution, if any, and monitor the amount of programming time of the contributor that is required to resolve the issue. The programming time required to resolve the issue, the type of issue, and/or other characteristics of contributors are then used to generate real-time recommendations related to the performance of the contributor relative to the project team.

A telework effect prediction apparatus (100) includes a storage unit (110) for storing a telework effect prediction model (111) for predicting a degree of effectiveness of teleworking based on a congestion degree of a commuting route and a cooperative work amount of a user, an acquisition unit (120) for acquiring a predicted value of the congestion degree of the commuting route of a specific user on a designated date, a calculation unit (130) for calculating a cooperative work amount from a work schedule of the specific user on the designated date, a prediction unit (140) for predicting the degree of effectiveness of the teleworking from the acquired predicted value and the calculated cooperative work amount by using the telework effect prediction model; and an output unit (150) for outputting information based on the predicted degree of effectiveness.

The present disclosure relates to a response prediction system that intelligently optimizes the quality of responses to a survey by predicting response quality and generating suggested changes (e.g., improving question ordering, question phrasing, question type, etc.). For example, in one or more embodiments, the response prediction system predicts response quality based on extracted survey characteristics. The response prediction system uses the predicted response quality to generate suggested changes before publishing the survey. Additionally, the response prediction system collects feedback by analyzing responses after the survey has been published to update suggested changes specific to the survey.

In a method of managing structured communications within an observation platform, responsive to a request interaction, a computer system sets up an action request regarding a structured communication in the observation platform. The computer system analyzes the action request with respect to a programmable policy of the observation platform and applications installed on the observation platform. The computer system analyzes the action request with respect to context in the observation platform, where the context is one of user context in the observation platform and device context in the observation platform. The computer system analyzes the action request with respect to status in the observation platform, where the status is one of user status in the observation platform and device status in the observation platform. The computer system moderates an action in the observation platform with respect to the structured communication based on results of the policy, context, and status analyses.

Method and apparatus for evaluating user movement in a fulfillment center. A plurality of sub-tasks for performing a fulfillment operation are determined. Embodiments retrieve a training set of motion data that includes a plurality of training motion data samples, each specifying motion data over a respective window of time, and train a first data model to classify instances of motion data into portions, based on the plurality of sub-tasks. At least one data model is trained to assess performance of the fulfillment operation, using the training set of motion data. An instance of motion data describing motion performed during the fulfillment operation is received, the instance of motion data is divided into a plurality of portions, using the first data model, and a measure of quality is generated, by analyzing the plurality of portions of the instance of motion data using the trained at least one data model.

A sentiment-based score is determined for a contact center engagement between a first contact center service operator and a contact center user. The sentiment-based score is indicated within a graphical user interface displaying information associated with multiple contact center engagements at a device of a second contact center service operator. Based on a request to participate in the contact center engagement received from the device of the second contact center service operator via the graphical user interface, information associated with the contact center engagement is transmitted to the device of the second contact center service operator, and a contact center session involving a device of the contact center user and the device of the second contact center service operator is established.