Graphical user interface for monitoring and visualizing contact center routing strategies

Patent metadata

Field	Value
Publication number	US-9628623-B2
Application number	US-201314086936-A
Country	US
Kind code	B2
Filing date	Nov 21, 2013
Priority date	Nov 21, 2012
Publication date	Apr 18, 2017
Grant date	Apr 18, 2017

Abstract

A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

First claim

The invention claimed is:

1. A method for monitoring and visualizing contact center routing strategies via a graphical user interface, comprising:
displaying, by a processor, a visual routing diagram graphically depicted on the graphical user interface for visually depicting a contact center routing strategy, the visual routing diagram including a plurality of visually depicted blocks each associated with logic for managing an interaction with the contact center, and each arranged according to logic of the contact center routing strategy;
monitoring, by the processor, contact center performance as interactions with the contact center are managed according to the routing strategy;
automatically identifying, by the processor, one of the plurality of blocks affected by the contact center performance;
identifying, by the processor, a threshold associated with the identified block;
determining, by the processor, whether the contact center performance satisfies the threshold; and
automatically modifying a visual appearance of the identified block based on the determination.

2. The method of claim 1 further comprising:
receiving, by the processor, a user command to edit the routing diagram;
identifying, by the processor, a modification to the routing diagram;
modifying, by the processor, the routing diagram and the routing strategy in response to the modification; and
storing, by the processor, the modified routing diagram and the routing strategy as new versions of respectively the routing diagram and the routing strategy.

3. The method of claim 1 , wherein the threshold is dynamically adjusted via a slider, the method further comprising:
dynamically modifying, by the processor, the visual appearance of the identified block based on the dynamic adjustment of the slider.

4. The method of claim 1 , wherein the monitored contact center performance is at least one of interaction flow, abandonment rate, average handling time, or average waiting time.

5. The method of claim 1 , wherein the block affected by the contact center performance is associated with a particular contact center agent group.

6. The method of claim 1 , wherein the threshold is based on forecast performance.

7. The method of claim 1 , wherein modifying the visual appearance of the identified block includes modifying a color in which the identified block is displayed.

8. The method of claim 1 , wherein the modifying the visual appearance is for alerting a user of the contact center performance.

9. The method of claim 1 further comprising:
identifying, by the processor, a user input device paused over one of the plurality of blocks of the routing diagram;
displaying, by the processor, additional information on the block as a pop-up window, wherein the pop-up window disappears when the user input device is detected to no longer be paused over the block.

10. The method of claim 9 , wherein the additional information is dynamic information that changes based on the contact center performance.

11. A system for monitoring and visualizing contact center routing strategies graphical user interface, comprising:
processor; 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 the graphical user interface for visually depicting a contact center routing strategy, the visual routing diagram including a plurality of visually depicted blocks each associated with logic for managing an interaction with the contact center, and each arranged according to logic of the contact center routing strategy;
monitor contact center performance as interactions with the contact center are managed according to the routing strategy;
automatically identify one of the plurality of blocks affected by the contact center performance;
identify a threshold associated with the identified block;
determine whether the contact center performance satisfies the threshold; and
automatically modify a visual appearance of the identified block based on the determination.

12. The system of claim 11 , wherein the instructions further cause the processor to:
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;
store the modified routing diagram and the routing strategy as new versions of respectively the routing diagram and the routing strategy.

13. The system of claim 11 , wherein the threshold is dynamically adjusted via a slider, and the instructions further cause the processor to:
dynamically modify the visual appearance of the identified block based on the dynamic adjustment of the slider.

14. The system of claim 11 , wherein the monitored contact center performance is at least one of interaction flow, abandonment rate, average handling time, or average waiting time.

15. The system of claim 11 , wherein the block affected by the contact center performance is associated with a particular contact center agent group.

16. The system of claim 11 , wherein the threshold is based on forecast performance.

17. The system of claim 11 , wherein the instructions that cause the processor to modify the visual appearance of the identified block includes program instructions that cause the processor to modify a color in which the identified block is displayed.

18. The system of claim 11 , wherein the modifying the visual appearance is for alerting a user of the contact center performance.

19. The system of claim 11 , wherein the instructions further cause the processor to:
identify a user input device paused over one of the plurality of blocks of the routing diagram;
display additional information on the block as a pop-up window, wherein the pop-up window disappears when the user input device is detected to no longer be paused over the block.

20. The system of claim 19 , wherein the additional information is dynamic information that changes based on the contact center performance.

21. The method of claim 1 , wherein the processor displays the routing diagram during executing of the routing strategy, and the modifying of the visual appearance is while the routing diagram is displayed.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Vymenets Leonid
• Beilis David
• Davies Michael
• Surty Aaron
• Zhakov Vyacheslav
• Lee-Kwen Adrian

Classifications

• H04M3/523

  with call distribution or queueing · CPC title

• G06F3/048

  Interaction techniques based on graphical user interfaces [GUI] · CPC title

• G06Q10/06

  Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling · CPC title

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title