Graphical user interface for configuring contact center routing strategies

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United States of America Patent

PATENT NO 9912812
SERIAL NO

14086933

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Abstract

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A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

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Patent Owner(s)

  • GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Beilis, David Toronto, CA 24 506
Davies, Michael Ontario, CA 59 1232
Lee-Kwen, Adrian Ontario, CA 14 374
Surty, Aaron Ontario, CA 5 396
Vymenets, Leonid Ontario, CA 33 1338
Zhakov, Vyacheslav Burlingame, US 36 1064

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