Graphical user interface for monitoring and visualizing contact center routing strategies
First Claim
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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Accused Products
Abstract
A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.
76 Citations
21 Claims
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1. A method for monitoring and visualizing contact center routing strategies via a graphical user interface, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 21)
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11. A system for monitoring and visualizing contact center routing strategies graphical user interface, comprising:
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processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to; display 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; monitor contact center performance as interactions with the contact center are managed according to the routing strategy; automatically identify one of the plurality of blocks affected by the contact center performance; identify a threshold associated with the identified block; determine whether the contact center performance satisfies the threshold; and automatically modify a visual appearance of the identified block based on the determination. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification