Script logic viewing

• US 9,774,732 B1
• Filed: 11/14/2016
• Issued: 09/26/2017
• Est. Priority Date: 06/28/2006
• Status: Active Grant

• Current Assignee: Alorica Incorporated
• Original Assignee: Alorica Business Solutions, LLC
• Inventors: Cordell, Jeffrey William, Frum, Jereomy K., Cardin, Gregory Stuart, Brooke, Terry Jay
• Primary Examiner(s): Carter, Aaron W
• Application Number:
  US15/350,814
• Time in Patent Office: 316 Days
• 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, comprising:

defining an entry point into each script of a 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 a navigation file comprising defined paths of each script of the plurality of scripts, related first panels of each script, and HTML and code related to files;

presenting the created navigation file to a 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; and

disclosing a determined disposition of a call associated with at least one script of the plurality of scripts, wherein the disposition of the call comprises whether a sale was made;

wherein the navigation file is an XML navigation file.

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 comprising determining the disposition of the 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.

10. The method of claim 1 wherein, the navigation file is viewable via the Internet.

11. The method of claim 1 wherein, the navigation file is text based.

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

defining an entry point into each script of a 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 a navigation file comprising defined paths of each script of the plurality of scripts, related first panels of each script, and HTML and code related to files;

presenting the created navigation file to a 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; and

disclosing a determined disposition of a call associated with at least one script of the plurality of scripts, wherein the disposition of the call comprises whether a sale was made;

wherein the navigation file is an XML navigation file.

13. The non-transitory computer readable storage medium of claim 12, wherein the instructions further cause the processor to perform determining the disposition of the 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.

14. The non-transitory computer readable storage medium of claim 12, wherein the instructions further cause the processor to perform calculating a script path for each script of the plurality of scripts.

15. The non-transitory computer readable storage medium of claim 12, 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.

16. The non-transitory computer readable storage medium of claim 12, 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.

17. A system, comprising:

a processor configured to;

define an entry point into each script of a 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 a navigation file comprising defined paths of each script of the plurality of scripts, related first panels of each script, and HTML and code related to files,

present the created navigation file to a 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 branch logic, and

disclose a determined disposition of a call associated with at least one script of the plurality of scripts, 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;

wherein the navigation file is an XML navigation file.

18. The system of claim 17 wherein the processor is further configured to display panel logic for the at least two panels.

19. The system of claim 17 wherein the processor is further configured to:

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

demonstrate branch logic of the calculated script path; and

generate instructions associated with the at least two panels.