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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
First Claim
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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.

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