Graphical user interface for configuring contact center routing strategies

• US 10,194,028 B2
• Filed: 03/02/2018
• Issued: 01/29/2019
• Est. Priority Date: 11/21/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Vymenets, Leonid, Beilis, David, Davies, Michael, Surty, Aaron, Zhakov, Vyacheslav, Lee-Kwen, Adrian
• Primary Examiner(s): Al Aubaidi, Rasha
• Application Number:
  US15/910,828
• Publication Number:
  US 20180205825A1
• Time in Patent Office: 333 Days
• Field of Search: 37920103-20104, 37926501-26502, 37926509
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/158 Call-type dependent routing route determination based on the nature of the carried application in packet switching networks H04L45/306
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Claims

1. A method for composing a routing strategy for a contact center comprising:

providing, by a processor, a graphical user interface for composing the routing strategy, the graphical user interface providing a plurality of blocks to be selected and arranged in response to the selection, and an area for assembling selected ones of the plurality of blocks, each of the plurality of blocks being associated with logic for managing an interaction with the contact center;

displaying, by the processor, on the graphical user interface, the plurality of blocks for prompting user selection of a particular block of the plurality of displayed blocks;

receiving, by the processor, user interaction with the particular block;

receiving, by the processor, user identification of a portion of the area;

in response to receipt of the user interaction with the particular block and the user identification of a portion of the area, and further in response to a user action, displaying the particular block in the identified portion of the area;

generating, by the processor, the routing strategy based on the particular block in the area and location of the particular block relative to other ones of the plurality of blocks in the area;

storing, by the processor, a layout of the particular block and the other ones of the plurality of blocks in the area as a routing diagram for the routing strategy;

receiving an interaction made with the contact center by an end user device;

activating, by the processor, the routing strategy in response to receiving the interaction;

routing, by a routing device coupled to the processor, the interaction according to the activated routing strategy; and

establishing a connection between the end user device and a contact center resource in response to the routing.

2. The method of claim 1 further comprising:

prompting, by the processor, in response to the user interaction with the particular block, a user to configure a parameter to be provided as input to the corresponding logic.

3. The method of claim 1 further comprising:

retrieving and displaying, by the processor, the routing diagram in response to a user command;

receiving, by the processor, a user command to edit the routing diagram;

identifying, by the processor, a modification to the routing diagram;

modifying the routing diagram and the routing strategy in response to the modification; and

storing the modified routing diagram and the routing strategy as new versions of respectively the routing diagram and the routing strategy.

4. The method of claim 3 further comprising:

displaying different versions of the routing diagram, each version being associated with a corresponding version of the routing strategy;

receiving a user selection of one of the versions of the routing diagram; and

activating the corresponding version of the routing strategy associated with the selected version of the routing diagram.

5. The method of claim 1 further comprising:

storing, by the processor, the blocks in the area as a single block available as part of the plurality of blocks, wherein the single block is selected for generating a second routing strategy.

6. The method of claim 1, wherein the plurality of blocks include a start block associated with logic for providing an initial treatment to the interaction, a menu block associated with logic for providing a list of menu of options, a conditional block associated with logic for checking a condition and managing the interaction based on the checked condition, and an end block associated with logic for routing the interaction to a contact center resource.

7. The method of claim 1 further comprising:

receiving, by the processor, a user command to preview the routing strategy; and

simulating, by the processor, an interaction managed according to the routing strategy.

8. The method of claim 7 further comprising:

visually identifying, by the processor, one of the blocks of the routing diagram in response to invoking the logic associated with the one of the blocks during the simulation.

9. The method of claim 1 further comprising:

monitoring, by the processor, contact center performance as a plurality of interactions are managed according to the routing strategy;

identifying, by the processor, one of the plurality of blocks of the routing diagram affected by the contact center performance;

identifying, by the processor, a threshold associated with the identified block;

determining, by the processor, whether the contact center performance satisfies the threshold; and

modifying a visual appearance of the identified block based on the determination.

10. The method of claim 9, wherein modifying the visual appearance includes modifying a color in which the identified block is displayed.

11. The method of claim 1, wherein user interaction with the particular block is clicking and dragging the particular block.

12. The method of claim 1, wherein the user action is dropping the particular block in the identified portion of the area.

13. The method of claim 1, wherein each of the plurality of blocks is a graphical item.

14. The method of claim 1, wherein the particular block and the other ones of the plurality of blocks in the area provide a pictorial view of an interaction flow corresponding to the routing strategy.

15. A system for composing a routing strategy for a contact center comprising:

processor; and

memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to;

provide a graphical user interface for composing the routing strategy, the graphical user interface providing a plurality of blocks to be selected and arranged in response to the selection, and an area for assembling selected ones of the plurality of blocks, each of the plurality of blocks being associated with logic for managing an interaction with the contact center;

display on the graphical user interface, the plurality of blocks for prompting user selection of a particular block of the plurality of displayed blocks;

receive user interaction with the particular block;

receive user identification of a portion of the area;

in response to receipt of the user interaction with the particular block and the user identification of a portion of the area, and further in response to user action, display the particular block in the identified portion of the area;

generate the routing strategy based on the particular block in the area and location of the particular block relative to other ones of the plurality of blocks in the area;

store a layout of the particular block and the other ones of the plurality of blocks in the area as a routing diagram for the routing strategy;

receive an interaction made with the contact center by an end user device;

activate the routing strategy in response to receiving the interaction; and

a routing device coupled to the processor, the routing device being configured to route the interaction according to the activated routing strategy, wherein the routing establishes a connection between the end user device and a contact center resource.

16. The system of claim 15, wherein the instructions further cause the processor to:

prompt, in response to the user interaction with the particular block, a user to configure a parameter to be provided as input to the corresponding logic.

17. The system of claim 15, wherein the instructions further cause the processor to:

retrieve and display the routing diagram in response to a user command;

receive a user command to edit the routing diagram;

identify a modification to the routing diagram;

modify the routing diagram and the routing strategy in response to the modification; and

store the modified routing diagram and the routing strategy as new versions of respectively the routing diagram and the routing strategy.

18. The system of claim 17, wherein the instructions further cause the processor to:

display different versions of the routing diagram, each version being associated with a corresponding version of the routing strategy;

receive a user selection of one of the versions of the routing diagram; and

activate the corresponding version of the routing strategy associated with the selected version of the routing diagram.

19. The system of claim 15, wherein the instructions further cause the processor to:

store the blocks in the area as a single block available as part of the plurality of blocks, wherein the single block is selected for generating a second routing strategy.

20. The system of claim 15, wherein the plurality of blocks include a start block associated with logic for providing an initial treatment to the interaction, a menu block associated with logic for providing a list of menu of options, a conditional block associated with logic for checking a condition and managing the interaction based on the checked condition, and an end block associated with logic for routing the interaction to a contact center resource.

21. The system of claim 15, wherein the instructions further cause the processor to:

receive a user command to preview the routing strategy; and

simulate an interaction managed according to the routing strategy.

22. The system of claim 21, wherein the instructions further cause the processor to:

visually identify one of the blocks of the routing diagram in response to invoking the logic associated with the one of the blocks during the simulation.

23. The system of claim 15, wherein the instructions further cause the processor to:

monitor contact center performance as a plurality of interactions are managed according to the routing strategy;

identify one of the plurality of blocks of the routing diagram affected by the contact center performance;

identify a threshold associated with the identified block;

determine whether the contact center performance satisfies the threshold; and

modify a visual appearance of the identified block based on the determination.

24. The system of claim 23, wherein the instructions to modify the visual appearance includes modifying a color in which the identified block is displayed.