Graphical user interface with contact center performance visualizer

• US 9,912,813 B2
• Filed: 11/21/2013
• Issued: 03/06/2018
• Est. Priority Date: 11/21/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (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, Placiakis, Vidas
• Primary Examiner(s): Matar, Ahmad F
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US14/086,944
• Publication Number:
  US 20140211933A1
• Time in Patent Office: 1,566 Days
• Field of Search: 379265-266, 11265-266
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 50/40 Business processes related to the transportation industry shipping G06Q10/083
• CPC Class Codes: G06T 11/001 Texturing; Colouring; Generation of texture or colour inpainting G06T5/77
• CPC Class Codes: G06T 11/206 Drawing of charts or graphs
• CPC Class Codes: G06T 11/60 Editing figures and text; Combining figures or text
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/401 Performance feedback
• 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 monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.

Claims

1. A method for monitoring and visualizing contact center performance via a graphical user interface, comprising:

displaying a visual routing diagram graphically depicted on a display device for visually depicting a routing strategy, the visual routing diagram including a plurality of visually depicted blocks each associated with logic for managing a plurality of interactions with a contact center;

receiving, by a switch, the plurality of interactions for routing to one or more resources of the contact center based on the routing strategy;

identifying, by a processor, a plurality of contact center metrics;

identifying, by the processor, predicted values for the plurality of contact center metrics;

normalizing, by the processor, a reference polygonal object to a shape having a preset scale and displaying the normalized reference polygonal object, wherein the reference polygonal object includes a plurality of edges graphically representing the predicted values for the plurality of contact center metrics, where each edge of the reference polygonal object graphically represents one of the plurality of metrics, wherein the plurality of edges are concurrently displayed on a display device;

monitoring, by the processor, performance of the contact center relative to the plurality of contact center metrics as the plurality of interactions with the contact center are managed according to logic of the routing strategy, wherein the monitoring includes determining, by the processor, actual values for the plurality of contact center metrics, wherein at least one of the actual values for at least one of the plurality of contact center metrics is based on managing the plurality of interactions according to the routing strategy;

overlaying over the display of the reference polygonal object, a display of a polygonal object, the current polygonal object having a plurality of edges graphically representing the actual values for the plurality of contact center metrics, wherein the plurality of edges representing the actual values are concurrently displayed on the display device, wherein in displaying the current polygonal object, a display position of a particular edge of the current polygonal object representing a particular contact center metric deviates from a display position of a corresponding edge of the reference polygonal object representing the particular contact center metric if the actual value for the particular contact center metric deviates from the predicted value for the particular contact center metric, and the display position of the particular edge of the current polygonal object corresponds to the display position of the corresponding edge of the reference polygonal object if the actual value for the particular contact center metric is equal to the predicted value for the particular contact center metric;

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

determining an amount of deviance between the predicted value and the actual value; and

modifying a visual appearance of the identified one or more of the plurality of blocks based on the determined amount of deviance.

2. The method of claim 1, wherein the reference and current polygonal objects are each a 2D triangle.

3. The method of claim 1, wherein the predicted and actual contact center metrics include at least one of interaction volume, average handling time, or number of agents.

4. The method of claim 1, wherein the current polygonal object is visually highlighted in response to the actual value for the particular contact center metric deviating from the predicted value for the particular contact center metric.

5. The method of claim 1, wherein the actual and predicted values for the plurality of contact center metrics are updated on a periodic basis, and in response, the display of at least the current polygonal object is updated based on the updated actual values.

6. The method of claim 1, wherein the deviation provides a visual indication that a preset service level has or has not been met.

13. The method of claim 1, wherein periodically monitoring the predicted values and actual values comprises monitoring at least the actual values every approximately fifteen minutes.

14. The method of claim 1 further comprising:

prompting, by the processor, a recommended action to be taken in response to detecting that the actual value for the particular contact center metric deviates from the predicted value for the particular contact center metric.

15. The method of claim 14, wherein the recommended action is enabling or disabling a skill of an agent.

16. The method of claim 14, wherein the recommended action is modifying a routing strategy for routing the interactions.

17. The method of claim 14 further comprising:

simulating, by the processor, the recommended action; and

modeling, by the processor, an effect to the contact center in response to the simulating.

18. The method of claim 14 further comprising:

normalizing, by the processor, the reference polygonal object to a common scale prior to displaying the reference polygonal object.

19. The method of claim 1, wherein at least one edge of the current polygonal object changes length in proportion to changes in the actual value of the corresponding one of the plurality of contact center metrics.

21. The method of claim 1 further comprising:

periodically monitoring the predicted values and actual values, and detecting a change to the predicted and actual values; and

in response to detecting the change to the actual values, automatically updating a geometry of the current polygonal object relative to the reference polygonal object, wherein the shape of the reference polygonal object remains constant despite the detected change to the predicted values.

22. The method of claim 1, wherein the blocks of the visual routing diagram are each arranged according to logic of the routing strategy.

7. A system for monitoring and visualizing contact center performance via a graphical user interface, comprising:

a switch configured to receive a plurality of interactions for routing to one or more resources of the contact center based on a routing strategy;

processor coupled to the switch; 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 a display device for visually depicting the routing strategy, the visual routing diagram including a plurality of visually depicted blocks each associated with logic for managing a plurality of interactions with a contact center;

identify a plurality of contact center metrics;

identify predicted values for the plurality of contact center metrics;

normalize a reference polygonal object to a shape having a preset scale and displaying the normalized reference polygonal object, wherein the reference polygonal object includes a plurality of edges graphically representing the predicted values for the plurality of contact center metrics, wherein the plurality of edges are concurrently displayed on a display device;

monitor performance of the contact center relative to the plurality of contact center metrics as interactions with the contact center are managed according to logic of the routing strategy, wherein the instructions that cause the processor to monitor further causes the processor to determine actual values for the plurality of contact center metrics, wherein at least one of the actual values for at least one of the plurality of contact center metrics is based on managing the plurality of interactions according to the routing strategy;

overlay over the display of the reference polygonal object, a display of a current polygonal object, the current polygonal object having a plurality of edges graphically representing the actual values for the plurality of contact center metrics, wherein the plurality of edges are concurrently displayed on a display device, wherein in displaying the current polygonal object, a display position of a particular edge of the current polygonal object representing a particular contact center metric deviates from a display position of a corresponding edge of the reference polygonal object representing the particular contact center metric if the actual value for the particular contact center metric deviates from the predicted value for the particular contact center metric, and the display position of the particular edge of the current polygonal object corresponds to the display position of the corresponding edge of the reference polygonal object if the actual value for the particular contact center metric is equal to the predicted value for the particular contact center metric;

identify one or more of the plurality of blocks affected by the contact center performance;

determine an amount of deviance between the predicted value and the actual value; and

modify a visual appearance of the identified one or more of the plurality of blocks based on the determined amount of deviance.

8. The system of claim 7, wherein the reference and current polygonal objects are each a 2D triangle.

9. The system of claim 7, wherein the predicted and actual contact center metrics include at least one of interaction volume, average handling time, or number of agents.

10. The system of claim 7, wherein the instructions further cause the processor to visually highlight the current polygonal object in response to the actual value for the particular contact center metric deviating from the predicted value for the particular contact center metric.

11. The system of claim 7, wherein the instructions further cause the processor to update the actual and predicted values for the plurality of contact center metrics on a periodic basis, and further cause the processor to update the display of at least the current polygonal object based on the updated actual values.

12. The system of claim 7, wherein the deviation provides a visual indication that a preset service level has or has not been met.

20. The system of claim 7, wherein at least one edge of the current polygonal object changes length in proportion to changes in the actual value of the corresponding one of the plurality of contact center metrics.