Graphical user interface for configuring contact center routing strategies

• US 9,912,812 B2
• Filed: 11/21/2013
• Issued: 03/06/2018
• Est. Priority Date: 11/21/2012
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Vymenets, Leonid, Beilis, David, Davies, Michael, Surty, Aaron, Zhakov, Vyacheslav, Lee-Kwen, Adrian
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US14/086,933
• Publication Number:
  US 20140177819A1
• Time in Patent Office: 1,566 Days
• Field of Search: 37926501-26502, 37926509, 37920103-20104
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/158 Call-type dependent routing
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Claims

1. A method for composing a routing strategy for a contact center comprising:

providing, by a processor, a graphical user interface for composing the routing strategy, the graphical user interface providing a plurality of graphical items as configurable blocks to be selected and arranged using a click and drag mechanism, and a graphical workspace area for assembling selected ones of the plurality of graphical items using the click and drag mechanism to collectively provide a pictorial view of an order of operations of an interaction flow corresponding to the routing strategy, each of the plurality of graphical items being associated with logic for managing an interaction with the contact center;

displaying, by the processor, on the graphical user interface, the plurality of graphical items for prompting user selection of the graphical items;

receiving, by the processor, user interaction with an identified one of the displayed graphical items;

receiving, by the processor, user interaction with a location in the workspace area;

in response to receipt of the user interaction with the identified graphical item and the user interaction with the location, displaying the identified graphical item in the location of the workspace area;

generating, by the processor, the routing strategy based on the graphical items in the workspace area and location of the graphical items relative to each other in the workspace area;

storing, by the processor, a layout of the graphical items in the workspace area as a routing diagram for the routing strategy;

receiving a call placed to the contact center by an end user device;

activating, by the processor, the routing strategy in response to receiving the call;

routing, by a routing device coupled to the processor, the call according to the activated routing strategy; and

establishing a connection between the end user device and a contact center resource in response to the routing.

2. The method of claim 1 further comprising:

prompting, by the processor, in response to the identification of one of the graphical items, a user to configure a parameter to be provided as input to the corresponding logic.

3. The method of claim 1 further comprising:

retrieving and displaying, by the processor, the routing diagram in response to a user command;

receiving, by the processor, a user command to edit the routing diagram;

identifying, by the processor, a modification to the routing diagram;

modifying the routing diagram and the routing strategy in response to the modification; and

storing the modified routing diagram and the routing strategy as new versions of respectively the routing diagram and the routing strategy.

4. The method of claim 3 further comprising:

displaying different versions of the routing diagram, each version being associated with a corresponding version of the routing strategy;

receiving a user selection of one of the versions of the routing diagram; and

activating the corresponding version of the routing strategy associated with the selected version of the routing diagram.

5. The method of claim 1 further comprising:

storing, by the processor, the graphical items in the workspace area as a single block available as part of the plurality of selectable graphical items, wherein the single block may be selected for generating a second routing strategy.

6. The method of claim 1, wherein the plurality of graphical items include a start block associated with logic for providing an initial treatment to the interaction, a menu block associated with logic for providing a list of menu of options, a conditional block associated with logic for checking a condition and managing the interaction based on the checked condition, and an end block associated with logic for routing the interaction to a contact center resource.

7. The method of claim 1 further comprising:

receiving, by the processor, a user command to preview the routing strategy; and

simulating, by the processor, an interaction managed according to the routing strategy.

8. The method of claim 7 further comprising:

visually identifying, by the processor, one of the graphical items of the routing diagram in response to invoking the logic associated with the one of the graphical items during the simulation.

9. The method of claim 1 further comprising:

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

identifying, by the processor, one of the plurality of graphical items of the routing diagram affected by the contact center performance;

identifying, by the processor, a threshold associated with the identified graphical item;

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

modifying a visual appearance of the identified graphical item based on the determination.

10. The method of claim 9, wherein modifying the visual appearance includes modifying a color in which the identified graphical item is displayed.

11. A system for composing a routing strategy for a contact center comprising:

processor; and

memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to;

provide a graphical user interface for composing the routing strategy, the graphical user interface providing a plurality of selectable graphical items as configurable blocks to be selected and arranged using a click and drag mechanism, and a graphical workspace area for assembling selected ones of the plurality of graphical items using the click and drag mechanism to collectively provide a pictorial view of an order of operations of an interaction flow corresponding to the routing strategy, each of the plurality of graphical items being associated with logic for managing an interaction with the contact center;

display on the graphical user interface, the plurality of graphical items for prompting user selection of the graphical items;

receive user interaction with an identified one of the graphical items;

receiving user interaction with a location in the workspace area;

in response to receipt of the user interaction with the identified graphical item and the identification of the location, display the identified graphical item in the location of the workspace area;

generate the routing strategy based on the graphical items in the workspace area and location of the graphical items relative to each other in the workspace area;

store a layout of the graphical items in the workspace area as a routing diagram for the routing strategy;

receive a call placed to the contact center by an end user device; and

activate the routing strategy in response to receiving the call; and

a routing device coupled to the processor, the routing device being configured to route the call according to the activated routing strategy, wherein the routing establishes a connection between the end user device and a contact center resource.

12. The system of claim 11, wherein the instructions further cause the processor to:

prompt, in response to the identification of one of the graphical items, a user to configure a parameter to be provided as input to the corresponding logic.

13. The system of claim 11, wherein the instructions further cause the processor to:

retrieve and display the routing diagram in response to a user command;

receive a user command to edit the routing diagram;

identify a modification to the routing diagram;

modify the routing diagram and the routing strategy in response to the modification; and

store the modified routing diagram and the routing strategy as new versions of respectively the routing diagram and the routing strategy.

14. The system of claim 13, wherein the instructions further cause the processor to:

display different versions of the routing diagram, each version being associated with a corresponding version of the routing strategy;

receive a user selection of one of the versions of the routing diagram; and

activate the corresponding version of the routing strategy associated with the selected version of the routing diagram.

15. The system of claim 11, wherein the instructions further cause the processor to:

store the graphical items in the workspace area as a single block available as part of the plurality of selectable graphical items, wherein the single block may be selected for generating a second routing strategy.

16. The system of claim 11, wherein the plurality of graphical items include a start block associated with logic for providing an initial treatment to the interaction, a menu block associated with logic for providing a list of menu of options, a conditional block associated with logic for checking a condition and managing the interaction based on the checked condition, and an end block associated with logic for routing the interaction to a contact center resource.

17. The system of claim 11, wherein the instructions further cause the processor to:

receive a user command to preview the routing strategy; and

simulate an interaction managed according to the routing strategy.

18. The system of claim 17, wherein the instructions further cause the processor to:

visually identify one of the graphical items of the routing diagram in response to invoking the logic associated with the one of the graphical items during the simulation.

19. The system of claim 11, wherein the instructions further cause the processor to:

monitor contact center performance as a plurality of interactions are managed according to the routing strategy;

identify one of the plurality of graphical items of the routing diagram affected by the contact center performance;

identify a threshold associated with the identified graphical item;

determine whether the contact center performance satisfies the threshold; and

modify a visual appearance of the identified graphical item based on the determination.

20. The system of claim 19, wherein the instructions to modify the visual appearance includes modifying a color in which the identified graphical item is displayed.