Visual design of workflows for transaction processing

• US 6,225,998 B1
• Filed: 12/02/1997
• Issued: 05/01/2001
• Est. Priority Date: 12/02/1997
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated), Interconnect Systems, Inc. (KOCH Industries Incorporated)
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Okita, Glen K., McCalmont, David T., Agarwal, Suresh K., Chan, Yiu Man, Blatt, Robert A.
• Primary Examiner(s): Bayerl, Raymond J.
• Assistant Examiner(s): Nguyen, Thomas T.
• Application Number:
  US08/982,716
• Time in Patent Office: 1,246 Days
• Field of Search: 345/348, 345/342, 345/965, 345/967, 345/968, 345/335, 707/102, 707/503
• US Class Current: 715/853
• CPC Class Codes: G06F 8/34 Graphical or visual programming
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface

Abstract

A system, method, and article of manufacture for displaying visual primitives of a transaction flow through a transaction processing system. A visual representation of a transaction flow containing visual primitives is accessed from a storage device by a digital computer. The digital computer is then used to display the visual primitives of the transaction flow an a visual display in a flexible manner. The visual primitives can be dynamically sized and may display properties of each visual primitive. Configuration information associated with the transaction flow is also shown on the visual display.

Claims

1. A method for displaying visual primitives of a workflow used by a customer interaction system, the method using a digital computer having a visual display and a data storage device, the method comprising:

accessing the workflow from the data storage device, wherein the workflow comprises a plurality of operations to be performed in sequence, the plurality operations being represented by an associated plurality of visual primitives;

displaying the plurality of visual primitives representing the plurality of operations of the workflow using the visual display; and

facilitating unrestricted placement of each of the plurality of visual primitives relative to other visual primitives of the plurality of visual primitives so that the sequence in which the plurality of operations is to be performed is unrelated to relative positioning of the plurality of visual primitives,

wherein the sequence in which the plurality of operations is to be performed is specified by visual connectors displayed connecting the plurality of visual primitives and wherein the displaying includes displaying properties of the plurality of visual primitives using the visual display.

2. The method of claim 1 further including grouping the plurality of visual primitives of the workflow into sets.

3. The method of claim 2 wherein the sets include any one of a group comprising an electronic mail application set, an Internet application set and an automated call distribution (ACD) set.

4. The method of claim 2 wherein the sets include dynamic and extensible sets.

5. The method of claim 1 further including dynamically sizing at least one of the plurality of the visual primitives.

6. The method of claim 5 wherein the at least one visual primitive is dynamically resized to closely accommodate text included within the at least one visual primitive.

7. The method of claim 1 further including displaying workflow configuration information using the visual display.

8. The method of claim 1 wherein the plurality of visual primitives are organized into a plurality of libraries.

9. The method of claim 1 wherein the workflow is associated with multiple transaction processing systems.

10. The method of claim 1 wherein the customer interaction system is a telephone call processing system.

11. The method of claim 1 wherein each of the visual primitives includes at least one connection point, and the visual connectors extend between respective connection points of connected visual primitives.

12. An apparatus for displaying visual primitives of a workflow used by a customer interaction system, the apparatus comprising:

a digital computer;

a visual display coupled to the digital computer and to display the workflow wherein the workflow comprises a plurality of sequential actions, each sequential action is represented by an associated visual primitive and the workflow is displayed utilizing a sequence of visual primitives;

a data storage device coupled to the digital computer and configured to store the workflow in an electronic format; and

a workflow display mechanism operated by the digital computer and coupled to the data storage device and the visual display, wherein workflow display mechanism is to access the workflow and to facilitate unrestricted placement of each of the visual primitives of the sequence of visual primitives relative to each other so that a sequence of the plurality of sequential actions is unrelated to the relative positioning of the visual primitives of the sequence of visual primitives and so that the sequence of the plurality of sequential actions is specified by visual connectors displayed connecting the sequence of visual primitives and wherein the display mechanism is to display properties of the visual primitives.

13. The apparatus of claim 12 further including a user input device, coupled to the digital computer, to allow entry of information.

14. The apparatus of claim 12 further including a pointing device, coupled to the digital computer, to move a virtual pointer on the visual display in response to movement of the pointing device.

15. The apparatus of claim 12 wherein the workflow display mechanism further includes a mechanism to group elements of the workflow into sets.

16. The apparatus of claim 15 wherein the sets include dynamic and extensible sets.

17. The apparatus of claim 15 wherein the sets include any one of a group comprising an electronic mail application set, an Internet application set and an automated call distribution (ACD) set.

18. The apparatus of claim 12 wherein the workflow display mechanism further includes a mechanism to dynamically size at least one of the visual primitives.

19. The apparatus of claim 18 wherein the at least one visual primitive is dynamically sized to closely accommodate text included within the at least one visual primitive.

20. The apparatus of claim 12 wherein the workflow display mechanism further includes a mechanism to display workflow configuration information using the visual display.

21. The apparatus of claim 12 wherein each of the visual primitives includes at least one connection point and the visual connectors extend between respective connection points of connected visual primitives.

22. An apparatus for displaying visual primitives of a workflow used by a customer interaction system, the apparatus comprising:

a digital computer;

means coupled to the digital computer for displaying the workflow wherein the workflow comprises a plurality of sequential steps, each sequential step is represented by an associated visual primitive and the workflow is displayed utilizing a sequence of visual primitives;

means coupled to the digital computer for storing the workflow in an electronic format; and

means for accessing the workflow and displaying the workflow on the display means, wherein the means for accessing the workflow and displaying the workflow is operated by the digital computer and coupled to the storing means and the display means, and wherein the means for accessing the workflow and displaying the workflow provides for unrestricted placement of each of the visual primitives of the sequence of visual primitives relative to each other so that a sequence of the plurality of sequential steps is unrelated to the relative positioning of the visual primitives of the sequence of visual primitives and so that the sequence of the plurality of sequential steps is specified by visual connectors displayed connecting the sequence of visual primitives,

wherein the means for accessing the workflow and displaying the workflow further includes means for displaying properties of the visual primitives using the display means.

23. The apparatus of claim 22 wherein the means for accessing the workflow and displaying the workflow further includes means for grouping visual primitives of the workflow into sets.

24. The apparatus of claim 22 wherein the means for accessing the workflow and displaying the workflow further includes means for dynamically sizing the visual primitives.

25. The apparatus of claim 22 wherein the means for accessing the workflow and displaying the workflow further includes means for displaying workflow configuration information using the display means.

26. A computer software product including a medium readable by a processor, the medium having stored thereon a sequence of instructions which, when executed by the processor, cause the processor to perform a method of displaying a visual primitives of a workflow utilized by a customer interaction system, the method using a digital computer having a visual display and a data storage device and including:

accessing a workflow from the data storage device coupled to the processor, wherein the workflow comprises a plurality of steps to be performed in sequence, the plurality of steps being represented by an associated plurality of visual primitives;

displaying the plurality of visual primitives representing the plurality of steps of the workflow using the visual display coupled to the processor, wherein the computer software product provides for unrestricted placement of each of the plurality of visual primitives relative to other visual primitives of the plurality of visual primitives so that the sequence in which the plurality of steps is to be performed is unrelated to the relative positioning of the plurality of visual primitives and wherein the sequence in which the plurality of steps is to be performed is specified by visual connectors displayed connecting the plurality of visual primitives, the computer software product further including instructions which, when executed by the processor, cause the processor to display properties of the visual primitives using the visual display.

27. The computer software product of claim 26 further including instructions which, when executed by the processor, cause the processor to group visual primitives of the workflow into sets.

28. The computer software product of claim 26 further including instructions which, when executed by the processor, cause the processor to dynamically size the visual primitives.

29. The computer software product of claim 26 further including instructions which, when executed by the processor, cause the processor to display workflow configuration information using the visual display.