GRAPHICAL USER INTERFACE FOR MONITORING AND VISUALIZING CONTACT CENTER ROUTING STRATEGIES

摘要

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.

主权项

1. A method for monitoring and visualizing contact center routing strategies via a graphical user interface, comprising:
displaying, by a processor, a routing diagram depicting a contact center routing strategy, the routing diagram including a plurality of blocks each associated with logic for managing an interaction with the contact center; monitoring, by the processor, contact center performance as interactions with the contact center are managed according to the routing strategy; identifying, by the processor, one of the plurality of blocks affected by the contact center performance; identifying, by the processor, a threshold associated with the identified block; determining, by the processor, whether the contact center performance satisfies the threshold; and modifying a visual appearance of the identified block based on the determination.