A base station capable of communicating with a user equipment (UE) includes a transceiver configured to transmit Channel State Information-Reference Signal (CSI-RS) according to a CSI-RS configuration comprising a number of antenna ports, and downlink signals containing the CSI-RS configuration and a precoding-matrix-construction configuration for precoding matrix indicator (PMI) reporting on physical downlink shared channels (PDSCH), the precoding-matrix-construction configuration comprising a first and second sampling factors, O.sub.1 and O.sub.2, and a first and second numbers, N.sub.1 and N.sub.2, receive, from the UE, uplink signals containing a precoding matrix indicator (PMI) derived using the CSI-RS according to the precoding-matrix-construction configuration, a controller configured to convert the PMI to one of predetermined precoding matrices. Other embodiments including UEs and methods are disclosed.

A computing system may include a plurality of first client devices associated with customers, a plurality of second client devices associated with support agents, and server configured to communicate with the first and second client devices. The server may establish support sessions between the first client devices and the second client devices via a communications network based upon customer support requests from the first client devices, collect customer feedback data on the support agents from the first client devices responsive to the support sessions, collect support agent feedback data on the customers from the second client devices responsive to the support sessions, rank the support agents based upon the customer feedback, rank the customers based upon the support agent feedback, and assign the support agents to customers as customer requests are received based upon the rankings of available support agents and the rankings of the customers making the customer requests.

Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a first campaign and a second campaign involving two different channels of communication. Specifically, forecasts are generated for the first and second campaigns and agent resources needed to handle communications forecasted for each campaign are identified. A roster template is generated that includes one or more shifts to schedule based on the agent resources identified for the first campaign and evaluated to identify whether a deficiency exists with respect to the one or more shifts not meeting the agent resources identified for the second campaign. If so, the one or more shifts are revised so as not to cause a second deficiency with respect to the first campaign.

Systems, methods, and computer program products provide a digital twin of a call center or call center network, including the members, representatives, and algorithms therein. The digital twin can be used to model real-world call centers and call center networks or may be modified to test changes (in the center/network's control such as algorithms or representative staffing, or beyond the center network's controls such as callers) before they are implemented in real-world production environments. Call loads, which may be based on real call loads or generated differently, can be used to test current or contemplated call center/network arrangements. The digital twin can be validated through comparison with data received from the real-world call center(s)/network(s) it models.

A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.

The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

Systems and methods for optimizing inventory assignment amongst a plurality of Producers to achieve maximum revenue from a given inventory are provided. The system employs historical analysis of each producer's relative liquidation rate at a given percentage of capacity. The inventory is then assigned to the producers such that the anticipated relative liquidation rate for each producer working the inventory is substantially equal to a target relative liquidation rate.

A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.

A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents within a call center is received from a user. Each agent is associated with a call queue and handles incoming customer calls to the call queue. An availability of each of the agents on the list is determined. One of the agents is selected as a most available agent. The user is provided with records for the most available agent and is automatically connected with the most available agent.

A method for establishing a group of individuals as a single contact entity eligible for contact services within a contact center includes the steps (a) identifying a group and each group member according to existing group rules and member profiles; (b) identifying and quantifying the unifying aspects of the members in the group; (c) aggregating the contact information for each group member relative to communications channels common to the group members and to the contact center; and (d) establishing one or more temporary and or permanent group channels between the contact center and the group members.