Graphical user interface for monitoring and visualizing contact center routing strategies
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United States of America Patent
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Apr 18, 2017
Grant Date -
Aug 21, 2014
app pub date -
Nov 21, 2013
filing date -
Nov 21, 2012
priority date (Note) -
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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.
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