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Graphical user interface for monitoring and visualizing contact center routing strategies

  • US 9,628,623 B2
  • Filed: 11/21/2013
  • Issued: 04/18/2017
  • Est. Priority Date: 11/21/2012
  • Status: Active Grant
First Claim
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1. A method for monitoring and visualizing contact center routing strategies via a graphical user interface, comprising:

  • displaying, by a processor, a visual routing diagram graphically depicted on the graphical user interface for visually depicting a contact center routing strategy, the visual routing diagram including a plurality of visually depicted blocks each associated with logic for managing an interaction with the contact center, and each arranged according to logic of the contact center routing strategy;

    monitoring, by the processor, contact center performance as interactions with the contact center are managed according to the routing strategy;

    automatically identifying, by the processor, one of the plurality of blocks affected by the contact center performance;

    identifying, by the processor, a threshold associated with the identified block;

    determining, by the processor, whether the contact center performance satisfies the threshold; and

    automatically modifying a visual appearance of the identified block based on the determination.

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