Customization of an interaction center manager's graphical dashboard
First Claim
1. A computer program product tangibly embodied on computer-readable storage medium and comprising computer readable and executable program instructions that when executed by a processor provide a visual display of an interaction center manager'"'"'s graphical user interface on an interconnected display device, the manager'"'"'s graphical user interface comprising:
- an overview area displaying group statistics that relate to an overall responsiveness measure of a selected group of interaction center agents being monitored, and that indicate a number of customers present in each of multiple different customer queues to which at least one of the selected interaction center agents being monitored is assigned, wherein one of the multiple different customer queues is a particular queue for customers requiring an agent having a particular language skill, the overview area further displaying a visual alert configured to notify the manager when a number of customers waiting in the particular queue for an agent having the particular language skill exceeds a threshold number for the particular queue, the visual alert being configurable by a user to be displayed when the number of customers waiting in the particular queue for an agent having the particular language skill exceeds the threshold number for the particular queue; and
a detailed area, separate from the overview area, the detailed area displaying a list of each agent of the selected group of interaction center agents being monitored and further displaying for each listed agent i) an indication that an agent has the particular language skill in connection with each of the listed agents that has the particular language skill, and ii) information specifying the availability of the listed agent during a future period of time.
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Accused Products
Abstract
Systems and techniques are described for a computer program product that can provide an interaction center (IC) manager'"'"'s graphical user interface on an interconnected display device. The graphical user interface includes an overview area displaying at least one user-selected statistic that relates to a user-selected group of interaction center agents being monitored and a detailed area displaying a list of each of the user-selected group of interaction center agents being monitored and further displaying for each of the listed agents at least one user-selected monitored statistic relating to the listed agents.
85 Citations
16 Claims
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1. A computer program product tangibly embodied on computer-readable storage medium and comprising computer readable and executable program instructions that when executed by a processor provide a visual display of an interaction center manager'"'"'s graphical user interface on an interconnected display device, the manager'"'"'s graphical user interface comprising:
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an overview area displaying group statistics that relate to an overall responsiveness measure of a selected group of interaction center agents being monitored, and that indicate a number of customers present in each of multiple different customer queues to which at least one of the selected interaction center agents being monitored is assigned, wherein one of the multiple different customer queues is a particular queue for customers requiring an agent having a particular language skill, the overview area further displaying a visual alert configured to notify the manager when a number of customers waiting in the particular queue for an agent having the particular language skill exceeds a threshold number for the particular queue, the visual alert being configurable by a user to be displayed when the number of customers waiting in the particular queue for an agent having the particular language skill exceeds the threshold number for the particular queue; and a detailed area, separate from the overview area, the detailed area displaying a list of each agent of the selected group of interaction center agents being monitored and further displaying for each listed agent i) an indication that an agent has the particular language skill in connection with each of the listed agents that has the particular language skill, and ii) information specifying the availability of the listed agent during a future period of time. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A computer-implemented method of customizing an interaction center manager'"'"'s graphical user interface, the method comprising:
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receiving a selection of interaction center agents to be monitored using the manager'"'"'s graphical user interface; receiving a selection of overview statistics that characterize an overall responsiveness measure of the selected interaction center agents and that indicates a number of customers present in each of multiple different customer queues to which at least one of the selected interaction center agents is to be assigned, wherein one of the multiple different customer queues is a particular queue for customers requiring an agent having a particular language skill, and wherein the multiple different customer queues are being serviced by the selected group of interaction center agents so that the overview statistics as applied to the selected agents to be monitored are displayed in an overview area of the graphical user interface; receiving a configuration of a visual alert to be provided on the overview area of the graphical user interface, the visual alert being configured to notify a manager when a number of customers waiting in the particular queue for an agent having the particular language skill exceeds a threshold number for the particular queue, the visual alert being configurable by a user to be displayed when the number of customers waiting in the particular queue for an agent having the particular language skill exceeds the threshold number for the particular queue; and receiving a selection of detailed information that specifies the future availability of each of the selected interaction center agents and relates to the particular language skill associated with each of the selected interaction center agents, so that the selected information associated with each of the selected agents is displayed in a detailed area of the graphical user interface. - View Dependent Claims (8, 9, 10, 11, 12, 13, 14)
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15. A system for providing an interaction center manager'"'"'s graphical user interface on an interconnected display device, the system comprising one or more computers configured to provide on the graphical user interface:
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an overview area displaying group statistics that relate to an overall responsiveness measure of a selected group of interaction center agents being monitored, and that indicate a number of customers present in each of multiple different customer queues to which at least one of the selected interaction center agents being monitored is assigned, wherein one of the multiple different customer queues is a particular queue for customers requiring an agent having a particular language skill, the overview area further displaying a visual alert configured to notify the manager when a number of customers waiting in the particular queue for an agent having the particular language skill exceeds a threshold number for the particular queue, the visual alert being configurable by a user to be displayed when the number of customers waiting in the particular queue for an agent having the particular language skill exceeds the threshold number for the particular queue; and a detailed area, separate from the overview area, the detailed area displaying a list of each agent of the selected group of interaction center agents being monitored and further displaying for each listed agent i) an indication that an agent has the particular language skill in connection with each of the listed agents that has the particular language skill, and ii) information specifying the availability of the listed agent during a future period of time.
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16. A system for customizing an interaction center manager'"'"'s graphical user interface, the system comprising one or more computers configured to:
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receive a selection of interaction center agents to be monitored using the manager'"'"'s graphical user interface; receive a selection of overview statistics that characterize an overall responsiveness measure of the selected interaction center agents and that indicates a number of customers present in each of multiple different customer queues to which at least one of the selected interaction center agents is to be assigned, wherein one of the multiple different customer queues is a particular queue for customers requiring an agent having a particular language skill, and wherein the multiple different customer queues are being serviced by the selected group of interaction center agents so that the overview statistics as applied to the selected agents to be monitored are displayed in an overview area of the graphical user interface; receive a configuration of a visual alert to be provided on the overview area of the graphical user interface, the visual alert being configured to notify a manager when a number of customers waiting in the particular queue for an agent having the particular language skill exceeds a threshold number for the particular queue, the visual alert being configurable by a user to be displayed when the number of customers waiting in the particular queue for an agent having the particular language skill exceeds the threshold number for the particular queue; and receive a selection of detailed information that specifies the future availability of each of the selected interaction center agents and relates to the particular language skill associated with each of the selected interaction center agents, so that the selected information associated with each of the selected agents is displayed in a detailed area of the graphical user interface.
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Specification