Patent ID: 6720967
Filing Date: 2004-04-13
Classification: G06Q

Abstract:
An apparatus comprising:a display device, and a display controller configured to present workflow information on the display device as a diagrammatic display, wherein the diagrammatic display includes one or more stationary display elements which represent workflow states, wherein the diagrammatic 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.