A method of assigning network resource between users of a network is disclosed. The method comprises the steps of monitoring a measure of user experience of users accessing a service within the network (step 120), determining a current level of user satisfaction with the service accessed for users within the network (step 130), and distributing network resource between users to minimise the number of users exhibiting a level of user satisfaction that is below a first threshold level (step 140). Also disclosed is a computer program product for carrying out a method of assigning network resource between users of a network and a system (200) configured to assign network resource between users of a network.

A web services platform includes a data collector and a timeseries service. The data collector is configured to collect samples of data points and generate input timeseries including a plurality of the samples. The timeseries service is configured to identify a first timeseries processing workflow that uses the input timeseries as an input and defines processing operations to be applied to the samples of the input timeseries, perform the processing operations defined by the first timeseries processing workflow to generate a first derived timeseries comprising a first set of derived timeseries samples, identify a second timeseries processing workflow that uses the first derived timeseries as an input and defines processing operations to be applied to the samples of the first derived timeseries, and perform the processing operations defined by the second timeseries processing workflow to generate a second derived timeseries comprising a second set of derived timeseries samples.

A method for policy management in a network comprises collecting data relating to one or more active user equipment in the network, processing said data, and responsive to said processing determining if policy management provided by a policy function of the network with respect to a respective user equipment is to be changed.

In a system in which a server and a client to which a device is connected communicate, the server can execute processes based on the result of checking device operation. The POS terminal of a network system has a device control function for controlling the device, and a diagnostic function for checking operation of the device. To check the operation of the device connected to the client, a maintenance server sends a control command instructing starting the diagnostic function to the POS terminal. The POS terminal stops the device control function if the device control function is executing, starts the diagnostic function, checks operation of the device with the diagnostic function, and returns the result of the checked operation to the maintenance server.

A device receives a communication associated with a support issue encountered by a user, and receives information identifying one or more self-support actions performed by the user in relation to the support issue. The device assigns the communication to a position in a support queue. The support queue includes information identifying positions of other communications received from other users, when the other communications are received, and self-support actions performed by the other users. The device associates the information identifying the one or more self-support actions with information identifying the position of the communication, and applies respective weights to the one or more self-support actions. The device generates a score for the communication based on applying the respective weights, and modifies the position of the communication based on the score. The device performs one or more actions based on modifying the position of the communication.

Disclosed herein are systems, methods, and non-transitory computer-readable storage media for collecting call data, feeding call data to applications, and providing advanced call features.

A device receives, from multiple user devices, event information associated with the multiple user devices, where the event information includes one or more actions, user information, content information, and one or more attributes. The device stores the event information in a database, and analyzes one or more portions of the event information stored in the database. The device also recommends, based on the analyzed event information, one or more adjustments to a network that delivers content to the multiple user devices.

Provided herein are systems, methods and computer program product for operating a multi-application interactive support and communication interface of a multi-application interactive support and communication system. In providing a multi-application interactive support and communication interface, the system can be configured to receive a dynamic support request, the dynamic support request comprising a support user account identifier and support user issue data. The system is configured to output, to a computer interface, the multi-application interactive support and communication interface comprising a plurality of support user data elements and a multi-sector graphical interface element, wherein the multi-sector graphical interface element is configured to facilitate operator interaction with multiple service applications. In another example embodiment, the system is further configured to update the plurality of support user data elements of the multi-application interactive support and communication interface based on the support user account identifier and the support user issue data.

Disclosed are examples of systems, apparatus, methods and computer program products for configuring service consoles based on service feature templates using a database system. In some implementations, a database of a database system storing service feature templates can be maintained. A request for a service console comprising a console component can be processed. A service feature template comprising a template console component corresponding to the console component can be identified. A set of CRM records can be identified. It can be determined that a user has access to the console component. A graphical representation of the service console can be displayed in a user interface on a display of a device of the user.

The present invention allows a user to review the routing of various communications. The system receives incoming communications for analysis by a smart routing engine (SRE) software module. The SRE module analyzes the communication at various system routing points, which is used by SRE to route the communication to an appropriate party. The SRE updates a routing log at each point to ensure a record of the reasons for routing the communication in a certain way. The routing log passes with the communication. This ensures that the ultimate recipient of the communication understands why they have received the communication and reduces the time required for a communication to be acted upon.