公开(公告)号：WO2014081986A9

公开(公告)日：2014-11-20

申请号：PCT/US2013071353

申请日：2013-11-21

Applicant: GENESYS TELECOMM LAB INC

Inventor： VYMENETS LEONID ,  BEILIS DAVID ,  DAVIES MICHAEL ,  SURTY AARON ,  ZHAKOV VYACHESLAV ,  LEE-KWEN ADRIAN ,  PLACIAKIS VIDAS

IPC: G06F3/048

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2201/42 ,  H04M2203/355 ,  H04M2203/401

Abstract: A system and method for creating, 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.

Abstract translation: 通过图形用户界面创建，监视和可视化联络中心路由策略的系统和方法。 图形用户界面显示了描述联络中心路由策略的路由图。 路由图包括多个块，每个块与用于管理与联络中心的交互的逻辑相关联。 处理器监视联络中心的性能，因为与联络中心的交互根据路由策略进行管理。 处理器识别受联络中心性能影响的多个块中的一个，并进一步识别与所识别的块相关联的阈值。 处理器确定联络中心的性能是否满足阈值，并且基于该确定来修改所识别的块的视觉外观。