US 2014/0177819 A1 · GRAPHICAL USER INTERFACE FOR CONFIGURING CONTACT CENTER ROUTING STRATEGIES

Abstract

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.

Claims20

Dependent claims

A method for composing a routing strategy for a contact center comprising:

providing, by a processor, a graphical user interface for composing the routing strategy, the graphical user interface providing a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks, each of the plurality of blocks being associated with logic for managing an interaction with the contact center;
receiving, by the processor, identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and placing the identified block in the identified location;
generating, by the processor, the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area;
storing, by the processor, a layout of the blocks in the workspace area as a routing diagram for the routing strategy;
and
activating, by the processor, the routing strategy for managing the inbound interaction according to the activated routing strategy.

3 more elements

A system for composing a routing strategy for a contact center comprising:

processor;
and
memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
provide a graphical user interface for composing the routing strategy, the graphical user interface providing a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks, each of the plurality of blocks being associated with logic for managing an interaction with the contact center;
receive identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and place the identified block in the identified location;
generate the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area;
store a layout of the blocks in the workspace area as a routing diagram for the routing strategy;
and
activate the routing strategy for managing the inbound interaction according to the activated routing strategy.

6 more elements

Dependencies are inferred from the claim text.

Graphical user interface for configuring contact center routing strategies

Life of this patent

Graphical user interface for configuring contact center routing strategies

Life of this patent

Abstract

Claims20