Graphical user interface for monitoring and visualizing contact center routing strategies
US9628623B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 21, 2013 |
| Grant date | Apr 18, 2017 |
| Priority date | — |
| Expiry date | Dec 8, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/42
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.