Described herein is an issue tracking system (ITS) comprising: one or more processors; one or more non-transitory computer-readable storage media storing sequences of instructions which, when executed by the one or more processors, cause the one or more processors to: render a user interface including a plurality of user interface elements each listing an external service from which the ITS can receive external objects and associate the received external object with one or more issues maintained by the ITS; determine, in response to a user interaction with one of the user interface elements, whether an issue maintained by the ITS is associated with an external object received from the listed external service; and render within the ITS, a user interface for an application marketplace, the application marketplace user interface including a listing of one or more integration applications that, once installed, connect the listed external service to the ITS and associate external objects received from the listed external service with one or more issues maintained by the ITS.

A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured deice status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided.

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.

Computing systems, computing apparatuses, computing methods, and computer program products are disclosed for optimizing a webpage. An example computing method includes determining a first average number of clicks (ANC) value for a first set of webpage nodes based on first webpage decision tree data and historical usage data. The example computing method further includes generating semantic grouping data for the first set of webpage nodes based on the first webpage decision tree data and webpage node description data. The example computing method further includes determining a second ANC value based on the first set of webpage nodes. The example computing method further includes generating, based on the second ANC value and the semantic grouping data, second webpage decision tree data.

The present disclosure provides a method of managing a system and an apparatus therefor. The method of the present disclosure may include providing a menu management tool for managing a menu of a system, setting an item of the menu and an authority to access the item by receiving an input through the menu management tool, and providing, when a terminal having the authority accesses the system, information regarding the item to the terminal.

An example computing device is configured to receive an instance of a customer service model representative of a plurality of customer services. Each of the plurality of customer services associated with a corresponding at least one requirement and a corresponding at least one constraint. The computing device is configured to receive an instance of a resource model representative of a plurality of resources and map the instance of the customer service model and the instance of the resource model to an internal placement model. The computing device is configured to allocate the plurality of resources to the plurality of customer services such that the at least one requirement and the at least one constraint for each of the plurality of customer services are satisfied and inverse map data indicating how the plurality of resources are allocated to a format consumable by the customer device and output the inverse mapped data.

System trains machine learning model to determine content data, metadata, and context data for support ticket communications, in response to receiving support ticket communications. Machine learning model receives communication associated with support ticket, and determines content data, metadata, and context data for communication. System converts content data, metadata, and context data for communication into first impulse for first channel and second impulse for second channel. System determines first channel value based on first type of conversion of first impulse and any impulses for first channel that are converted from data that is determined for support ticket event. System determines second channel value based on second type of conversion of second impulse and any impulses for second channel that are converted from data that is determined for support ticket event. System uses first channel value and second channel value to generate priority associated with support ticket, and outputs priority.

A method includes (a) receiving and storing interaction time data associated with processes of a communication distributor server for an end-user network having an associated contact center with agent instances; (b) determining whether a trigger specified in a first logical directive is initiated; (c) upon determining that the trigger specified in the first logical directive is initiated, determining whether a metric related to the customer communications with the end-user network satisfies the condition in the first logical directive; and (d) upon determining that the metric related to the customer communications with the end-user network satisfies the condition in the first logical directive, providing the operation to at least one of the end-user network or the communication distributor server.

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.

One example method includes various processes performed by a vendor system including discovering infrastructure assets of a subscriber system, determining that the vendor system is permitted by the subscriber system to access information about the infrastructure assets of the subscriber system, accessing the information about the infrastructure assets of the subscriber system, assessing an ability of the infrastructure assets of the subscriber system to implement a service offering of the vendor system, and the assessing is based on the information about the infrastructure assets, and implementing the service offering in the infrastructure assets of the subscriber system when (i) given permission to do so by the subscriber system and (ii) the infrastructure assets have been determined to be able to implement the service offering.