Method and apparatus for displaying work flow information

A method of displaying workflow information as a diagrammatic display comprising the steps of:

• (A) displaying in the diagrammatic display one or more stationary display elements, each of which represents a corresponding workflow state;
• (B) displaying in the diagrammatic display one or more mobile display elements, each of which represents one or more workflow units, and in conjunction with the stationary elements, indicate the number of workflow units in a given workflow state;
• and
• (C) moving one or more mobile display elements from stationary display element to stationary display element to reflect the movement of workflow units from one state to another in the underlying workflow process, wherein the workflow information, corresponds to a call distribution center, wherein the workflow units are caller wherein the workflow state is at least one of awaiting a dual tone multi-frequency response from a caller, playing a message to a caller, holding a call in a queue while awaiting servicing, handling of a call by an agent, completion of service of a call, a dropped call, and handling of a call by an IVR, wherein a first stationary display element has a corresponding first workflow state and a second stationary display element has a corresponding second workflow state, and wherein a selected mobile display element is configured to move from the first stationary display clement to the second stationary display element, when a workflow state corresponding to the mobile display element changes from the first to the second workflow state.

A computer program product for use with an interactive display system capable of receiving input signals from an input device, the computer program product comprising a computer usable medium having computer readable code thereon comprising:

• display code for displaying workflow information on a display as one or more stationary display elements, and
• display code for displaying workflow information as one or more mobile display elements, wherein the display includes one or more stationary display elements which represent workflow states and wherein the display includes one or more mobile display elements which represent workflow units and, in conjunction with the stationary elements, indicate the number of workflow units in a given workflow state, wherein the workflow information, corresponds to a call distribution center, wherein the workflow units are caller wherein the workflow state is at least one of awaiting a dual tone multi-frequency response from a caller, playing a message to a caller, holding a call in a queue while awaiting servicing, handling of a call by an agent, completion of service of a call, a dropped call, and handling of a call by an IVR, wherein a first stationary display element has a corresponding first workflow state and a second stationary display element has a corresponding second workflow state, and wherein a selected mobile display element is configured to move from the first stationary display clement to the second stationary display element, when a workflow state corresponding to the mobile display element changes from the first to the second workflow state.