Telephone call center monitoring system with integrated three-dimensional display of multiple split activity data
First Claim
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1. A method of displaying customer contact center split activity and status information comprising the steps of:
- predefining a plurality of splits for activity monitoring;
via split activity monitors, simultaneously dynamically monitoring predefined splits for customer contact processing activity and outputting a plurality of items of data updated substantially in real time and reflective of said customer contact processing activity;
via a split activity data combiner, combining the data received from said split activity monitors and outputting a combined split.activity signal;
via a three-dimensional (3-D) graph generator coupled to said split activity data combiner, outputting a series of 3-D graphs, each said 3-D graph being updated substantially in real time and graphically representing simultaneously and separately each one of a multiplicity of the items of the data simultaneously and separately for each one of a multiplicity of the splits in a single said 3-D graph having a virtual vantage point alterable by a user to obtain a desired view for distinguishing between the items of the data of the multiplicity of the splits; and
displaying the 3-D graphs output from said 3-D graph generator.
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Abstract
A novel telephone call center split monitoring and display system, uses an integrated three-dimensional bar chart to display multiple split activity information in a single view, enabling easy comparison and multiple split monitoring by split managers without crowded views or frequent toggling between several views.
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Citations
28 Claims
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1. A method of displaying customer contact center split activity and status information comprising the steps of:
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predefining a plurality of splits for activity monitoring;
via split activity monitors, simultaneously dynamically monitoring predefined splits for customer contact processing activity and outputting a plurality of items of data updated substantially in real time and reflective of said customer contact processing activity;
via a split activity data combiner, combining the data received from said split activity monitors and outputting a combined split.activity signal;
via a three-dimensional (3-D) graph generator coupled to said split activity data combiner, outputting a series of 3-D graphs, each said 3-D graph being updated substantially in real time and graphically representing simultaneously and separately each one of a multiplicity of the items of the data simultaneously and separately for each one of a multiplicity of the splits in a single said 3-D graph having a virtual vantage point alterable by a user to obtain a desired view for distinguishing between the items of the data of the multiplicity of the splits; and
displaying the 3-D graphs output from said 3-D graph generator. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A customer contact center split activity and status information monitoring and display system comprising:
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a plurality of split activity monitors for simultaneously dynamically monitoring predefined splits for customer contact processing activity, each adapted to dynamically monitor a split for customer contact processing activity, and for outputting a plurality of items of data updated substantially in real time and reflective of said customer contact processing activity;
a split activity data combiner coupled to said split activity monitors, said split activity data combiner adapted to combine the data received from said split activity monitors and output a combined split activity signal;
a three-dimensional (3-D) graph generator coupled to said split activity data combiner, said 3-D graph generator adapted to output a series of 3-D graphs, each said 3-D graph being updated substantially in real time and graphically representing simultaneously and separately each one of a multiplicity of the items of the data simultaneously and separately for each one of a multiplicity of the splits in a single said 3-D graph having a virtual vantage point;
a user input/output (I/O) device coupled to said 3-D graph generator;
a display coupled to said user I/O device adapted to display the 3-D graphs output from said 3-D graph generator; and
a controller coupled to said split activity monitors, said split activity data combiner, said 3-D graph generator, and said user I/O device, said controller adapted to control the operation of said system including to alter the virtual vantage point under user control to obtain a desired view for distinguishing between the items of the data of the multiplicity of the splits. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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Specification
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Current AssigneeAvaya Incorporated
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Original AssigneeAvaya Technology Corporation Miami Lakes FLA US
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InventorsRichman, Paul Lawrence, Nepustil, Vladimir, Cox, Kenneth Charles, Hong, Lichan
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Primary Examiner(s)Brier, Jeffery
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Assistant Examiner(s)FOULADI SEMNANI, FARANAK
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Application NumberUS09/358,595Time in Patent Office1,350 DaysField of Search379/111, 379/265.01, 379/265, 379/265.09, 379/93.17, 345/440, 345/850, 345/163US Class Current345/440CPC Class CodesG06T 11/206 Drawing of charts or graphsG06T 2200/04 involving 3D image dataH04L 41/22 comprising specially adapte...
