Patent ID: 9628623
Date: 2017-04-18
CPC Classifications: G06F,G06Q,H04M

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