SYSTEM AND METHOD FOR DYNAMIC CONFIGURATION OF CONTACT CENTERS VIA TEMPLATES

• US 20140072115A1
• Filed: 01/29/2013
• Published: 03/13/2014
• Est. Priority Date: 09/12/2012
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Makagon, Petr, Sayko, Slava, Zhakov, Slava, Chuyeshov, Gennadiy
• Application Number:
  US13/753,443
• Publication Number:
  US 20140072115A1
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: G06F 8/34 Graphical or visual programming
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A system and method for configuring routing logic for a contact center is provided. A plurality of routing templates is displayed for user selection. Each of the routing templates is associated with metadata defining one or more parameters of the corresponding routing template. A contact center administrator selects one of the displayed templates and further identifies an entry point to the contact center to which the selected routing template applies. The parameters defined for the selected template are displayed for prompting user input. The administrator provides input values for the displayed parameters. The user input values are saved in association with the corresponding parameters and further in association with the identified entry point. The saved user input values are then retrieved for routing a particular interaction arriving at the entry point.

Claims

1. A method for configuring routing logic for a contact center, the method comprising:

displaying a plurality of routing templates, each of the routing templates being associated with metadata defining one or more parameters of the corresponding routing template;

receiving a selection of one of the displayed templates;

receiving identification of an entry point to the contact center;

displaying the one or more parameters for the selected template on a display;

receiving a user input value for one of the displayed parameters; and

saving the user input value in association with one of the displayed parameters and in association with the identified entry point, wherein the saved user input value is retrieved for routing a particular interaction arriving at the entry point.

2. The method of claim 1, wherein the entry point is associated with a telephone number for the contact center.

3. The method of claim 1, wherein the metadata defines for each of the one or more parameters, a type of user input value expected for the corresponding parameter.

4. The method of claim 1, wherein the metadata defines for each of the one or more parameters, a range of values expected for the corresponding parameter.

5. The method of claim 1, wherein the one or more parameters is associated with a greeting to be played when the interaction is received.

6. The method of claim 1, wherein the one or more parameters are associated with a routing action to take for the interaction.

7. The method of claim 1, wherein the plurality of routing templates are associated with a plurality of industry types for which a contact center is to be provided.

8. The method of claim 1, wherein the plurality of routing templates are accessible for display via a web browser.

9. A system for configuring routing logic for a contact center comprising:

a processor; and

a memory coupled to the processor and storing program instructions which, when executed by the processor cause the processor to;

display a plurality of routing templates, each of the routing templates being associated with metadata defining one or more parameters of the corresponding routing template;

receive a selection of one of the displayed templates;

receive identification of an entry point to the contact center;

display the one or more parameters on a display for the selected template;

receive a user input value for one of the displayed parameters; and

save the user input value in association with one of the displayed parameters and in association with the identified entry point, wherein the saved user input value is configured to be retrieved for routing a particular interaction arriving at the entry point.

10. The system of claim 9, wherein the entry point is associated with a telephone number for the contact center.

11. The system of claim 9, wherein the metadata is configured to define for each of the one or more parameters, a type of user input value expected for the corresponding parameter.

12. The system of claim 9, wherein the metadata is configured to define for each of the one or more parameters, a range of values expected for the corresponding parameter.

13. The system of claim 9, wherein the one or more parameters is associated with a greeting to be played when the interaction is received.

14. The system of claim 9, wherein the one or more parameters are associated with a routing action to take for the interaction.

15. The system of claim 9, wherein the plurality of routing templates are associated with a plurality of industry types for which a contact center is to be provided.

16. The system of claim 9, wherein the plurality of routing templates are accessible for display via a web browser.