Customization of an interaction center manager's graphical dashboard
First Claim
1. A computer program product comprising executable program instructions that when executed by a processor provide an interaction center manager'"'"'s graphical user interface on an interconnected display device, the manager'"'"'s graphical user interface comprising:
- an overview area displaying at least one user-selected statistic that relates to a user-selected group of interaction center agents being monitored; and
a detailed area displaying a list of each of the user-selected group of interaction center agents being monitored and further displaying for each of the listed agents at least one user-selected monitored statistic relating to the listed agents.
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Accused Products
Abstract
Systems and techniques are described for a computer program product that can provide an interaction center (IC) manager'"'"'s graphical user interface on an interconnected display device. The graphical user interface includes an overview area displaying at least one user-selected statistic that relates to a user-selected group of interaction center agents being monitored and a detailed area displaying a list of each of the user-selected group of interaction center agents being monitored and further displaying for each of the listed agents at least one user-selected monitored statistic relating to the listed agents.
77 Citations
18 Claims
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1. A computer program product comprising executable program instructions that when executed by a processor provide an interaction center manager'"'"'s graphical user interface on an interconnected display device, the manager'"'"'s graphical user interface comprising:
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an overview area displaying at least one user-selected statistic that relates to a user-selected group of interaction center agents being monitored; and
a detailed area displaying a list of each of the user-selected group of interaction center agents being monitored and further displaying for each of the listed agents at least one user-selected monitored statistic relating to the listed agents. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method of customizing an interaction center manager'"'"'s graphical user interface, the method comprising:
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receiving a selection of interaction center agents to be monitored using the manager'"'"'s graphical user interface;
receiving a selection of an overview statistic that characterizes an activity of an interaction center so that the overview statistic as applied to the selected agents to be monitored is displayed in an overview area of the graphical user interface; and
receiving a selection of a detailed statistic that characterizes an activity of an interaction center agent so that the selected detailed statistic associated with each of the selected agents is displayed in a detailed area of the graphical user interface. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15, 16)
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17. A system for providing an interaction center manager'"'"'s graphical user interface on an interconnected display device, the system comprising one or more computers configured to provide:
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an overview area displaying at least one user-selected statistic that relates to a user-selected group of interaction center agents being monitored; and
a detailed area displaying a list of each of the user-selected group of interaction center agents being monitored and further displaying for each of the listed agents at least one user-selected monitored statistic relating to the listed agents.
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18. A system for customizing an interaction center manager'"'"'s graphical user interface, the system comprising one or more computers configured to:
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receive a selection of interaction center agents to be monitored using the manager'"'"'s graphical user interface;
receive a selection of an overview statistic that characterizes an activity of an interaction center so that the overview statistic as applied to the selected agents is displayed in an overview area of the graphical user interface displaying at least one user-selected statistic that relates to a user-selected group of interaction center agents being monitored; and
receive a selection of a detailed statistic that characterizes an activity of an interaction center agent so that the selected detailed statistic associated with each of the selected agents is displayed in a detailed area of the graphical user interface.
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Specification