Graphical user interface for call center analysis

• US 10,091,358 B1
• Filed: 06/26/2017
• Issued: 10/02/2018
• Est. Priority Date: 06/26/2017
• Status: Active Grant

• Current Assignee: Splunk Inc. (Cisco Systems, Inc.)
• Original Assignee: Splunk Inc. (Cisco Systems, Inc.)
• Inventors: Molander, Troy Elliott, McIntyre, Steven Shaun
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US15/633,699
• Time in Patent Office: 463 Days
• Field of Search: 37921001, 37926501, 37926502, 37926503, 37926504, 37926505, 37926506, 37926507, 37926508, 37926509, 3792651, 37926511, 37926512, 37926513, 37926514, 37926601, 37926602, 37926603, 37926604, 37926605, 37926606, 37926607, 37926608, 37926609, 3792661
• CPC Class Codes: G06F 16/248 Presentation of query results
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06F 3/04847 Interaction techniques to control parameter settings, e.g. interaction with sliders or dials
• CPC Class Codes: G06T 11/206 Drawing of charts or graphs
• CPC Class Codes: G06T 2200/24 involving graphical user interfaces [GUIs]
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/2254 in networks
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

One or more embodiments related to a method of generating a graphical user interface. The method includes obtaining a metric interface hierarchy having multiple nodes, where each node defines a visualization for the node, and the metric interface hierarchy defines an ordering on the nodes. The method further includes traversing the metric interface hierarchy starting with a selected node to obtain a subhierarchy, and creating the graphical user interface from a general interface by populating the general interface with the visualization from each node in the subhierarchy according to the ordering. The method further includes providing the graphical user interface.

Claims

1. A method of generating a graphical user interface, the method comprising:

obtaining a metric interface hierarchy comprising a plurality of nodes, each node of the plurality of nodes representing an interaction metric and defining a visualization for the node, the metric interface hierarchy defining an ordering on the plurality of nodes;

traversing the metric interface hierarchy starting with a selected node to obtain a subhierarchy;

creating the graphical user interface from a general interface by, for each node of the subhierarchy;

obtaining an interaction metric for the node,

creating the visualization of the interaction metric as defined for the node, and

populating the general interface with the visualization of the interaction metric,

wherein the general interface defines a dynamically adjustable layout of panes, and

wherein populating the general interface comprises adding the visualization of the interaction metric to a pane matching a location of the node in the ordering defined by the metric interface hierarchy; and

providing the graphical user interface.

2. The method of claim 1, wherein the general interface comprises:

a plurality of filter buttons, the plurality of filter buttons for applying a filter function to a calculation of metrics defined by at least one node of the subhierarchy.

3. The method of claim 1, wherein the general interface comprises:

a second tier for displaying the visualization of a root node of the subhierarchy, the root node being in the plurality of nodes;

a third tier for displaying the visualization of each direct child node of the root node, the each direct child node being in the plurality of nodes, the third tier disposed under the second tier; and

a fourth tier for displaying the visualization of each leaf node of the subhierarchy, the each leaf node being in the plurality of nodes, the fourth tier disposed under the third tier.

4. The method of claim 1, wherein the subhierarchy comprises:

a first node comprising parameters of a graph for service level over time,

a second node comprising parameters of a chart for service level per group,

a third node comprising parameters of a chart for current staffing to target staffing per group, and

a fourth node comprising parameters of a graph for service level over time per group,

wherein the second node, the third node, and the fourth node are children nodes of the first node in the subhierarchy.

5. The method of claim 1, wherein the metric interface hierarchy comprises:

a first node comprising parameters of a graph for call volume,

a second node comprising parameters of a chart for increase in call volume per group,

a third node comprising parameters of a chart for target staffing for call volume per group, and

a fourth node comprising parameters of a graph for number of abandoned calls and processed calls,

wherein the second node, the third node, and the fourth node are children nodes of the first node in the metric interface hierarchy.

6. The method of claim 1, wherein the metric interface hierarchy comprises:

a first node comprising a visualization of calls offered per time period, and

a second node comprising parameters of a chart for calls per time period per group.

7. The method of claim 1, further comprising:

querying a data store for current interaction data between a plurality of call center personnel and a plurality of customers, the plurality of call center personnel grouped into a plurality of call center groups;

determining, for at least some call center groups of the plurality of call center groups, a current interaction metric specific to the call center group; and

populating the visualization using the current interaction metric for each of the at least some call center groups.

8. The method of claim 1, further comprising:

querying a data store comprising raw machine data for a call center, the raw machine data defining a plurality of interactions between a plurality of call center personnel and a plurality of customers;

determining a current interaction metric specific; and

populating the visualization using the current interaction metric.

9. The method of claim 1, further comprising:

obtaining a third party data describing an environment affecting at least some of a plurality of customers;

predicting an effect on the call center based on the environment,

determining a future interaction metric for a call center using current interaction data and the effect on the call center, and

populating the visualization using the future interaction metric.

10. The method of claim 1, further comprising:

determining an expected volume of calls for a time period,

obtaining current interaction data describing a performance of a call center within the time period to a current point in time;

predicting, based at least in part on the current interaction data and the expected volume of calls, a future volume of calls to the call center for a remainder of the time period, the remainder of the time period being after the current point in time;

determining a current interaction metric using the future volume of calls; and

displaying the current interaction metric and the expected volume of calls in the graphical user interface.

11. A system comprising:

memory comprising instructions; and

a computer processor for executing the instructions that cause the computer processor to perform operations comprising;

obtaining a metric interface hierarchy comprising a plurality of nodes, each node of the plurality of nodes representing an interaction metric and defining a visualization for the node, the metric interface hierarchy defining an ordering on the plurality of nodes,

traversing the metric interface hierarchy starting with a selected node to obtain a subhierarchy,

creating a graphical user interface from a general interface by, for each node of the subhierarchy;

obtaining an interaction metric for the node,

creating the visualization of the interaction metric as defined for the node,

populating the general interface with the visualization of the interaction metric,

wherein the general interface defines a dynamically adjustable layout of panes, and

wherein populating the general interface comprises adding the visualization of the interaction metric to a pane matching a location of the node in the ordering defined by the metric interface hierarchy, and

providing the graphical user interface.

12. The system of claim 11, wherein the general interface comprises:

a plurality of filter buttons, the plurality of filter buttons for applying a filter function to a calculation of metrics defined by at least one node of the subhierarchy.

13. The system of claim 11, wherein the general interface comprises:

a second tier for displaying the visualization of a root node of the subhierarchy, the root node being in the plurality of nodes;

a third tier for displaying the visualization of each direct child node of the root node, the each direct child node being in the plurality of nodes, the third tier disposed under the second tier; and

a fourth tier for displaying the visualization of each leaf node of the subhierarchy, the each leaf node being in the plurality of nodes, the fourth tier disposed under the third tier.

14. The system of claim 11, wherein the subhierarchy comprises:

a first node comprising parameters of a graph for service level over time,

a second node comprising parameters of a chart for service level per group,

a third node comprising parameters of a chart for current staffing to target staffing per group, and

a fourth node comprising parameters of a graph for service level over time per group,

wherein the second node, the third node, and the fourth node are children nodes of the first node in the subhierarchy.

15. The system of claim 11, wherein the metric interface hierarchy comprises:

a first node comprising parameters of a graph for call volume,

a second node comprising parameters of a chart for increase in call volume per group,

a third node comprising parameters of a chart for target staffing for call volume per group, and

a fourth node comprising parameters of a graph for number of abandoned calls and processed calls,

wherein the second node, the third node, and the fourth node are children nodes of the first node in the metric interface hierarchy.

16. The system of claim 11, wherein the metric interface hierarchy comprises:

a first node comprising a visualization of calls offered per time period, and

a second node comprising parameters of a chart for calls per time period per group.

17. The system of claim 11, wherein the operations further comprise:

querying a data store for current interaction data between a plurality of call center personnel and a plurality of customers, the plurality of call center personnel grouped into a plurality of call center groups;

determining, for at least some call center groups of the plurality of call center groups, a current interaction metric specific to the call center group; and

populating the visualization using the current interaction metric for each of the at least some call center groups.

18. The system of claim 11, wherein the operations further comprise:

querying a data store comprising raw machine data for a call center, the raw machine data defining a plurality of interactions between a plurality of call center personnel and a plurality of customers;

determining a current interaction metric specific; and

populating the visualization using the current interaction metric.

19. The system of claim 11, wherein the operations further comprise:

obtaining a third party data describing an environment affecting at least some of a plurality of customers;

predicting an effect on the call center based on the environment,

determining a future interaction metric for a call center using current interaction data and the effect on the call center, and

populating the visualization using the future interaction metric.

20. The system of claim 11, wherein the operations further comprise:

determining an expected volume of calls for a time period,

obtaining current interaction data describing a performance of a call center within the time period to a current point in time;

predicting, based at least in part on the current interaction data and the expected volume of calls, a future volume of calls to the call center for a remainder of the time period, the remainder of the time period being after the current point in time;

determining a current interaction metric using the future volume of calls; and

displaying the current interaction metric and the expected volume of calls in a graphical user interface.

21. A non-transitory computer-readable storage medium storing computer-readable program code which, when executed by one or more processors, cause the one or more processors to perform operations, comprising:

obtaining a metric interface hierarchy comprising a plurality of nodes, each node of the plurality of nodes representing an interaction metric and defining a visualization for the node, the metric interface hierarchy defining an ordering on the plurality of nodes;

traversing the metric interface hierarchy starting with a selected node to obtain a subhierarchy;

creating a graphical user interface from a general interface by, for each node of the subhierarchy;

obtaining an interaction metric for the node,

creating the visualization of the interaction metric a defined for the node, and

populating the general interface with the visualization of the interaction metric,

wherein the general interface defines a dynamically adjustable layout of panes, and

wherein populating the general interface comprises adding the visualization of the interaction metric to a pane matching a location of the node in the ordering defined by the metric interface hierarchy; and

providing the graphical user interface.

22. The non-transitory computer readable medium of claim 21, wherein the general interface comprises:

a plurality of filter buttons, the plurality of filter buttons for applying a filter function to a calculation of metrics defined by at least one node of the subhierarchy.

23. The non-transitory computer readable medium of claim 21, wherein the general interface comprises:

a second tier for displaying the visualization of a root node of the subhierarchy, the root node being in the plurality of nodes;

a third tier for displaying the visualization of each direct child node of the root node, the each direct child node being in the plurality of nodes, the third tier disposed under the second tier; and

a fourth tier for displaying the visualization of each leaf node of the subhierarchy, the each leaf node being in the plurality of nodes, the fourth tier disposed under the third tier.

24. The non-transitory computer readable medium of claim 21, wherein the subhierarchy comprises:

a first node comprising parameters of a graph for service level over time,

a second node comprising parameters of a chart for service level per group,

a third node comprising parameters of a chart for current staffing to target staffing per group, and

a fourth node comprising parameters of a graph for service level over time per group,

wherein the second node, the third node, and the fourth node are children nodes of the first node in the subhierarchy.

25. The non-transitory computer readable medium of claim 21, wherein the metric interface hierarchy comprises:

a first node comprising parameters of a graph for call volume,

a second node comprising parameters of a chart for increase in call volume per group,

a third node comprising parameters of a chart for target staffing for call volume per group, and

a fourth node comprising parameters of a graph for number of abandoned calls and processed calls,

wherein the second node, the third node, and the fourth node are children nodes of the first node in the metric interface hierarchy.

26. The non-transitory computer readable medium of claim 21, wherein the metric interface hierarchy comprises:

a first node comprising a visualization of calls offered per time period, and

a second node comprising parameters of a chart for calls per time period per group.

27. The non-transitory computer readable medium of claim 21, wherein the operations further comprise:

querying a data store for current interaction data between a plurality of call center personnel and a plurality of customers, the plurality of call center personnel grouped into a plurality of call center groups;

determining, for at least some call center groups of the plurality of call center groups, a current interaction metric specific to the call center group; and

populating the visualization using the current interaction metric for each of the at least some call center groups.

28. The non-transitory computer readable medium of claim 21, wherein the operations further comprise:

querying a data store comprising raw machine data for a call center, the raw machine data defining a plurality of interactions between a plurality of call center personnel and a plurality of customers;

determining a current interaction metric specific; and

populating the visualization using the current interaction metric.

29. The non-transitory computer readable medium of claim 21, wherein the operations further comprise:

obtaining a third party data describing an environment affecting at least some of a plurality of customers;

predicting an effect on the call center based on the environment,

determining a future interaction metric for a call center using current interaction data and the effect on the call center, and

populating the visualization using the future interaction metric.

30. The non-transitory computer readable medium of claim 21, wherein the operations further comprise:

determining an expected volume of calls for a time period,

obtaining current interaction data describing a performance of a call center within the time period to a current point in time;

predicting, based at least in part on the current interaction data and the expected volume of calls, a future volume of calls to the call center for a remainder of the time period, the remainder of the time period being after the current point in time;

determining a current interaction metric using the future volume of calls; and

displaying the current interaction metric and the expected volume of calls in a graphical user interface.