Script logic viewing

• US 9,503,578 B1
• Filed: 06/28/2006
• Issued: 11/22/2016
• Est. Priority Date: 06/28/2006
• Status: Active Grant

• Current Assignee: Alorica Incorporated
• Original Assignee: Alorica Business Solutions, LLC
• Inventors: Brooke, Terry Jay, Cordell, Jeffrey William, Frum, Jereomy K, Cardin, Gregory Stuart
• Primary Examiner(s): Carter, Aaron W
• Application Number:
  US11/427,008
• Time in Patent Office: 3,800 Days
• Field of Search: 382/113, 705/1.1
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/0012 Details of application programming interfaces [API] for telephone networks; Arrangements which combine a telephonic communication equipment and a computer, i.e. computer telephony integration [CPI] arrangements

Abstract

A system, method, and computer readable medium for script logic viewing that comprises calculating a script path for at least one script, defining an entry point into the at least one script, determining at least one panel associated with the at least one script, creating a navigation file based upon the calculated script path, the defined entry point and the determined at least one panel, and presenting the created navigation file.

Claims

1. A method for script logic viewing, comprising:

calculating a script path for each script of a plurality of scripts;

defining an entry point into each script of the plurality of scripts;

determining at least two panels associated with each script of the plurality of scripts, wherein the at least two panels comprise instructions, information, and data queries;

creating an XML navigation file comprising defined paths of each script of the plurality of scripts, entry points into each script, related first panels of each script, and HTML and code related to files that are displayed to a call agent;

presenting the created navigation file to the call agent via a graphical user interface of a script logic viewer, wherein the script logic viewer shows script logic associated with the script, and the script logic comprises individual panels tied together by branching logic;

determining a disposition of a call associated with at least one script of the plurality of scripts for the call agent, wherein the disposition is determined by a computing system; and

disclosing the determined disposition of the call, wherein the disposition of the call comprises whether a sale was made.

2. The method of claim 1 comprising:

displaying panel logic for the at least two panels.

3. The method of claim 1 comprising:

providing a list of additional panels in addition to the at least two panels.

4. The method of claim 1 comprising:

demonstrating branching logic of the calculated script path.

5. The method of claim 1 comprising:

generating instructions associated with the at least two panels.

6. The method of claim 1 comprising:

interfacing data entry into the at least two panels.

7. The method of claim 1 comprising:

capturing statistical data associated with a data entry entered into the at least one script of the plurality of scripts for the call agent; and

reporting the captured statistical data.

8. The method of claim 1 comprising:

assessing an average length of a call associated with the at least one script of the plurality of scripts for the call agent; and

communicating the assessed average length of call.

9. The method of claim 1 wherein,

the navigation file is viewable via the Internet.

10. The method of claim 1 wherein,

the navigation file is text based.

11. A non-transitory computer readable storage medium storing instructions that, when executed, cause a processor to:

calculate a script path for each script of a plurality of scripts;

define an entry point into each script of the plurality of scripts;

determine at least two panels associated with each script of the plurality of scripts based on the entry point, wherein the at least two panels comprise instructions, information, and data queries;

creating an XML navigation file comprising defined paths of each script, entry points into each script of the plurality of scripts, related first panels of each script, and HTML and code related to files that are displayed to a call agent;

presenting the created navigation file to the call agent via a graphical user interface of a script logic viewer, wherein the script logic viewer shows script logic associated with the script, and the script logic comprises individual panels tied together by branching logic;

determining a disposition of a call associated with at least one script of the plurality of scripts for the call agent, wherein the disposition is determined by a computing system; and

disclosing the determined disposition of the call, wherein the disposition of the call comprises whether a sale was made.

12. The non-transitory computer readable storage medium of claim 11, wherein the instructions further cause the processor to:

capture statistical data associated with data entry into the at least one script of the plurality of scripts for the call agent; and

report the captured statistical data.

13. The non-transitory computer readable storage medium of claim 11, wherein the instructions further cause the processor to:

assess an average length of a call associated with the at least one script of the plurality of scripts for the call agent; and

communicate the assessed average length of call.

14. A system for script logic viewing, comprising:

a processor configured to;

calculate a script path for each script of a plurality of scripts,

define an entry point into each script of the plurality of scripts,

determine at least two panels associated with each script of the plurality of scripts, wherein the at least two panels comprise instructions, information, and data queries,

create an XML navigation file comprising defined paths of each script of the plurality of scripts, entry points into each script, related first panels of each script, and HTML and code related to files that are displayed to a call agent,

present the created navigation file to the call agent via a graphical user interface of a script logic viewer, wherein the script logic viewer shows script logic associated with the script, and the script logic comprises individual panels tied together by branching logic

determine a disposition of a call associated with at least one script of the plurality of scripts for the call agent, wherein the disposition is determined by a computing system, and

disclosing the determined disposition of the call, wherein the disposition of the call comprises whether a sale was made; and

memory communicably coupled to the processor, wherein the memory stores the navigation file.

15. The system of claim 14 wherein the processor is further configured to:

display panel logic for the at least two panels.

16. The system of claim 14 wherein the processor is further configured to:

provide a list of panels in addition to the at least two panels;

demonstrate branching logic of the calculated script path; and

generate instructions associated with the at least two panels.