Timeline visualization for call center processes
First Claim
1. A method of generating timeline visualization information characterizing a process in a call center, utilizing a reporting system comprising a report server, a graphical server, and a database, the method comprising the steps of:
- receiving a request for a report, relating to one or more specified aspects of the call center process, in the report server from a user terminal;
generating a query from the report server to the database;
utilizing information retrieved from the database responsive to the query to generate a report for delivery to the user terminal, wherein the report comprises at least one timeline having a plurality of image identifiers associated therewith; and
supplying from the graphical server to the user terminal image files corresponding to respective ones of the image identifiers to thereby permit generation of a visualization of the timeline at the user terminal.
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Accused Products
Abstract
A reporting system is utilized to generate timeline visualization information characterizing a process in a call center. The reporting system comprises a report server, a graphical server, and a database. The report server receives a request for a report, relating to one or more specified aspects of the call center process, from a user terminal, and generates a query to the database. The report server utilizes information retrieved from the database responsive to the query to generate a report for delivery to the user terminal. The report comprises at least one timeline having a plurality of image identifiers associated therewith. The graphical server supplies image files corresponding to respective ones of the image identifiers to the user terminal to thereby permit generation of a visualization of the timeline at the user terminal.
24 Citations
20 Claims
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1. A method of generating timeline visualization information characterizing a process in a call center, utilizing a reporting system comprising a report server, a graphical server, and a database, the method comprising the steps of:
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receiving a request for a report, relating to one or more specified aspects of the call center process, in the report server from a user terminal;
generating a query from the report server to the database;
utilizing information retrieved from the database responsive to the query to generate a report for delivery to the user terminal, wherein the report comprises at least one timeline having a plurality of image identifiers associated therewith; and
supplying from the graphical server to the user terminal image files corresponding to respective ones of the image identifiers to thereby permit generation of a visualization of the timeline at the user terminal. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A reporting system for use in generating timeline visualization information characterizing a process in a call center, the system comprising:
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a report server;
a graphical server; and
a database;
the report server receiving a request for a report, relating to one or more specified aspects of the call center process, from a user terminal, generating a query to the database, and utilizing information retrieved from the database responsive to the query to generate a report for delivery to the user terminal;
wherein the report comprises at least one timeline having a plurality of image identifiers associated therewith; and
wherein the graphical server supplies to the user terminal image files corresponding to respective ones of the image identifiers to thereby permit generation of a visualization of the timeline at the user terminal. - View Dependent Claims (16, 17, 18, 19)
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20. An article of manufacture comprising a machine-readable storage medium containing one or more software programs for generating timeline visualization information characterizing a process in a call center, utilizing a reporting system comprising a report server, a graphical server, and a database, wherein the one or more software programs, when executed in one or more processing devices, cause the system to perform the steps of:
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receiving a request for a report, relating to one or more specified aspects of the call center process, in the report server from a user terminal;
generating a query from the report server to the database;
utilizing information retrieved from the database responsive to the query to generate a report for delivery to the user terminal, wherein the report comprises at least one timeline having a plurality of image identifiers associated therewith; and
supplying from the graphical server to the user terminal image files corresponding to respective ones of the image identifiers to thereby permit generation of a visualization of the timeline at the user terminal.
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Specification