Abstract:
A call flow guidance system helps a call center agent navigate the maze of complex call flows that apply to an enormous spectrum of caller issues, and further improves adoption rates and training timelines for the call center agents. Through the system, call center agents easily navigate multiple call flows and view information tailored to improve average handle time (AHT) and first call resolution (FCR). The system provides dynamic content attached to call flows and improve call flow navigation by implementing links that bridge nodes between display sections of a particular call flow and links that cross from one call flow to another.

Description:
BACKGROUND OF THE INVENTION 
     1. Technical Field 
     This disclosure concerns a system and method for improving call center support services by providing a dynamic call flow tool to call center agents. In particular, this disclosure relates to an efficient and cost effective way to improve call handling, learning adoption rates, and training timelines for call center agents. 
     2. Background Information 
     The growth and globalization of the call center support industry has resulted from the globalization of markets that rely on call center support services. In many cases, the global markets rely on 24×7 call center support in order to handle the enormous volume of customer calls, each of which must be handled in an efficient, correct, and helpful manner. Call center support organizations deliver support services under the constant pressure of lowering operating margins in order to remain competitive and locate call center facilities in economically viable and geographically diverse regions of the world. Vendors in the global market place constantly introduce new technologies and products, which force call center organizations to constantly distribute information on new technologies and products, including new call flows and revised call flows for handling customer inquiries. Accordingly, call centers maintain agent training programs in order to attempt to address new and continually changing call flows, slow learning adoption rates, and long training timelines for call agents. 
     Call centers measure the performance of call center facilities and individual agents based on many factors, including average handle time (AHT) and first call resolution (FCR). Call centers measure and define AHT as the sum of the average talk time between a consumer and agent and the average after-call work required to resolve the issue that the consumer called for support. Call centers measure first call resolution as an indication of whether an issue is resolved for a caller upon the first call, avoiding a need for a subsequent call. Improved AHT and FCR are goals for most call centers. Yet, significant technical challenges exist to improving AHT, FCR and their related performance parameters. 
     Many call centers use paper based call flows in an attempt to improve AHT and FCR. However, call center managers must physically distribute to agents located across various geographical locations paper based call flows that are not easy to read, require agents to manually flip through multiple call flows, and determine to which of multiple pages in a complex call flow to turn at any given point. The result is slow learning adoption rates, long training timelines for call agents, and reduced ability to successfully resolve the call. 
     Therefore, a need exists for a system and method that address the problems noted above and other problems previously encountered. 
     SUMMARY 
     A call flow guidance system (CFGS) provides dynamic call flows to call center agents and a framework for consistent troubleshooting across multiple vendors and locations. The CFGS provides multiple flow options, informational links, and navigation paths through call flows that call center agents use to provide support services. The CFGS provides a navigation capability to agents so that the agents can navigate an entire call flow without scrolling through the call flow and the agent can quickly navigate to and between different call flows. In one implementation, the CFGS manages navigation between and within call flows without using the page referencing functionality of a browser, so that navigation between and within call flows is independent of the browser navigation capabilities available to an agent and call center. The CFGS call flows reduce average handle time (AHT) and increase first call resolution (FCR). The CFGS provides an efficient and cost effective way to improve learning adoption rates and training timelines for call center agents. 
     Call flows employ multiple nodes to represent process steps and logical categories of information within a process. The CFGS call flows include one or more nodes and one or more display sections. A display section includes a set of nodes for display and interaction with an agent. In one implementation, when the CFGS renders the display section, each display section fits within a screen bound that eliminates scrolling to reach any of the nodes of a set of nodes within the display section. Each display section may include a unique set of nodes. Call flows include various types of nodes such as note nodes, bridging nodes, and transition nodes. Call flows also include various types of links that provide navigation between nodes, and connectors between nodes that show where nodes are joined and indicate information that may be needed to move from one node to another within a call flow. 
     The CFGS may use colors, patterns and/or other identifiers to emphasize distinctions between different nodes and between different links. For example, the CFGS may employ a specific note link emphasis definition for each note node, an internal-flow link emphasis definition for each bridging node, and a cross-flow link emphasis definition for each transition node. In another implementation, the CFGS employs a connector specific note link emphasis definition. 
     The CFGS uses a node specific note link and a connector specific note link embedded in note nodes and connectors, respectively, to display troubleshooting information specific to the note nodes and connectors. The CFGS may display probing questions and actions corresponding to the node specific note links and connector specific note links that assist the agent to efficiently identify the support issue. The CFGS uses node specific note links and connector specific note links throughout a call flow to provide references and tips, so that an agent has quick access to information that can assist the agent to resolve a customer support issue accurately. The CFGS presents probing questions and actions in display sections so that the agent can quickly and accurately identify the support issue to resolve, and an appropriate protocol to resolve the issue, reduce AHT and improve FCR. The CFGS uses an internal-flow link embedded in a bridging node to transition from one display section to another display section of a call flow. The CFGS uses a cross-flow link embedded in a transition node to transition from the display of one call flow to a different call flow. The CFGS improves the ability of the agent to provide support and aides in troubleshooting by providing fast navigation and direct links to pertinent the CFGS material. 
     The CFGS uses a call flow guidance program (CFGP) to facilitate interaction with the node specific note link, the internal-flow link, and the cross-flow link. The guidance program provides a navigation menu that includes call flow selections that render a display section of a call flow in response to a navigation menu selection. The call flow selections allow the agent to navigate directly to a specific flow. For example, an agent may select a node specific note link that renders a probing question that assists the agent to identify and troubleshoot the issue more efficiently and effectively. As a result of reviewing the probing question, the agent may navigate directly to a particular part of the call flow or a different call flow by selecting an internal-flow link or cross-flow link, respectively. 
     The CFGS solves the extraordinary technical problems associated with improving AHT, FCR, navigation through a maze of complex call flows, adoption rates and training timelines for agents by providing a dynamic call flow tool with multiple call flow options, dynamic content, and the capability to monitor and measure the effectiveness of the tool, and adoption rates and training timelines of agents for service areas supported by the agents. 
     Other systems, methods, features and advantages will be, or will become, apparent to one with skill in the art upon examination of the following figures and detailed description. All such additional systems, methods, features and advantages are included within this description, are within the scope of the invention, and are protected by the following claims. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       The system and tool may be better understood with reference to the following drawings and description. The elements in the figures are not necessarily to scale, emphasis instead being placed upon illustrating the principles of the capability analysis techniques. In the figures, like-referenced numerals designate corresponding parts throughout the different views. 
         FIG. 1  shows two display sections of a call flow. 
         FIG. 2  illustrates a cross-flow link embedded in a transition node. 
         FIG. 3  illustrates a call flow display section with a navigation menu. 
         FIG. 4  shows one example implementation of the CFGS. 
         FIG. 5  shows the logic flow the call flow guidance program (CFGP) may take to render and display a display section. 
         FIG. 6  shows the logic flow the CFGP may take to monitor for and respond to link activation, such as by rendering and displaying a new call flow display section. 
         FIG. 7  shows a first display section of a Local Area Network (LAN) problem resolution call flow. 
         FIG. 8  shows a second display section of the LAN problem resolution call flow. 
         FIG. 9  shows a third display section of the LAN problem resolution call flow. 
         FIG. 10  shows a fourth display section of the LAN problem resolution call flow. 
         FIG. 11  shows a fifth display section of the LAN problem resolution call flow. 
         FIG. 12  shows a sixth display section of the LAN problem resolution call flow. 
         FIG. 13  shows a seventh display section of the LAN problem resolution call flow. 
         FIG. 14  shows an eighth display section of the LAN problem resolution call flow. 
     
    
    
     DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS 
     The CFGS divides call flows along logical boundaries referred to as display sections. Each display section may include one or more nodes, connectors and links. In one implementation, the CFGS uses a data structure that associates nodes, and connectors and links between the nodes to represent a call flow definition. As one example, the CFGS may implement the data structure of a call flow definition in an XML (eXtensible Markup Language) file. The CFGS provides joint display and interaction capabilities such that a display section divides a call flow into intelligible portions and renders multiple process steps of a call flow simultaneously in each portion. Operator interactions may include selecting links and navigation menu selections using cursor keys, voice commands, and/or mouse-over actions and clicking selections with an electronic pointer such as a mouse. The CFGS operator interactions may include selection of node specific note links, connector specific note links, internal-flow links and cross-flow links. The CFGS joint display and interaction capabilities improve readability of the call flow and call flow comprehension by the agent. The CFGS provides the agent access to content in a display section of a call flow and renders additional information, and tips on specific process steps within a call flow from various sources. In one implementation, the CFGS retrieves dynamic information from a knowledge management system and/or the website of a vendor of a product for which the call center provides support services. 
     The call flow definition establishes note nodes. A note node provides node-specific information tailored to one or more process steps represented by the node and instructs the agent regarding how to complete the process steps. In one implementation, the note node retrieves dynamic content from a data source such as a database. A note node (such as an initial call flow node) may provide an opening script to assist a new agent and ensure that the new agent covers specific points on the opening scripts each occasion the new agent transitions to the corresponding call flow. A note node (such as a terminal call flow node) may also provide a closing script to assist the agent and ensure that the new agent covers specific points on the closing script. 
     In one implementation, the CFGS includes connector specific note links that are embedded in connectors (e.g., displayed as arrows or lines) between nodes that inform the agent as to what to say or do next, so that the agent understands how to move from one process step to another. Connector specific note links and node specific note links may be attached to, associated with or implemented in any manner that establishes a link between connector specific note links and corresponding connectors, and node specific note links and corresponding note nodes. For example, a connector specific note link may provide the agent a checkpoint to indicate what information the agent should have at a particular point in the call flow and/or minimum mandatory information needed before performing another process step. When an agent activates a node specific note link, the CFGS responds by rendering a trouble shooting information window that provides probing questions that the agent can use to perform consistent troubleshooting across multiple vendors and locations. The node notes and connector specific note links allow an agent to move through a call flow faster as the agent becomes more experienced with the particular call flow. An agent may read the content of node notes and connector specific note links of a call flow until the agent understands every detail of the call flow, and begin to rely on the node notes and connector specific note links less on every occasion. 
     The CFGS may use colors, patterns and/or other rendering styles to emphasize distinctions between different nodes and between different links. The emphasis definitions may be stored in a database, configuration file, or otherwise established, and may be dynamic or static. For example, the CFGS may render the border of a node in green to emphasize the beginning of a call flow, render the border for a node in red to emphasize a new call flow, and render the border for a node in blue to emphasize the continuation of a call flow. The CFGS may further employ a node specific note link emphasis definition for each note node, an internal-flow link emphasis definition for each bridging node, and a cross-flow link emphasis definition for each transition node. The CFGS may also employ a connector specific note link emphasis definition. 
     When an agent selects a note node, the CFGS displays additional information to the agent to assist the agent in quickly troubleshooting an issue, with specific applicability to the process captured in the note node. In one implementation, when an agent selects a note node, the CFGS displays links to specific articles, actual article text, or other information in a given support service area that the agent can review to further improve the support provided by the agent and reduce the AHT of the agent. The node notes may include probing questions and actions that assist the agent to efficiently identify the support issue. 
     For example, a customer may indicate that they do not have access to e-mail, and a new agent may not have the experienced to ask the appropriate probing questions to identify the issue. The CFGS provides probing questions within the node notes of the call flow to assist the new agent in the event the new agent does not intuitively know to ask the appropriate probing question. The probing question may inform the new agent to move to an e-mail call flow and start troubleshooting accordingly. Based on the process steps provided in each call flow and the probing questions in the note nodes, the new agent may quickly determine that the customer does not have a problem with their e-mail, but the customer has a problem with connectivity overall. The CFGS assists the new agent in identifying the issue as an intermittent connectivity issue and provides the call flow for intermittent connectivity. The CFGS may provide a note node that includes a closing script that the agent can use to close the call once the agent has reached issue resolution. 
     The CFGS includes flagged subject matter specific to a call flow that identifies subject matter consider relevant to the call flow. The CFGS renders a cautionary display based on flagged subject matter outside the call flow. In one implementation, the CFGS includes flagged subject matter specific to a display section that identifies subject matter considered outside the scope of the display section and renders a cautionary display based on flagged subject matter outside the display section. The flagged subject matter definition assists the agent to avoid attempting to troubleshoot issues outside the scope of a call flow and/or display section, which improves AHT. In one implementation, for each display section of a call flow, the CFGS renders a cautionary display that includes a list of commonly unsupported issues specific to the call flow or the display section. The cautionary display serves to ensure that the agent does not attempt to resolve issues outside the scope of support and provide a more consistent customer experience. In other words, the CFGS assists agents to consistently and uniformly resolve issues, and consequently, a consistent customer experience results. 
     For example, after the agent uses the probing questions to communicate with a customer the agent may decide to transition to another call flow more appropriate for resolving the issue. The agent can select the cross-flow link embedded in a transition node to transition to the desired call flow. By selecting the cross-flow link embedded in the transition node the agent transitions to the appropriate call flow determined by the agent. When the agent selects the cross-flow link embedded in the transition node, the agent is immediately directed to the start of the referenced call flow. The CFGS may embed internal-flow links and cross-flow links in bridging nodes and transition nodes, respectively, so that upon agent selection of the border and/or area within a bridging node or transition node the CFGS activates the embedded internal-flow link and cross-flow link. To further help speed troubleshooting by the agent, the CFGS navigates to the referenced call flow start which outlines helpful troubleshooting and probing questions. Once the agent has mastered the use of the probing questions for a note node, display section and/or call flow, the agent can quickly narrow the focus of troubleshooting the issue. 
       FIG. 1  shows two display sections of a call flow  100  established in the call flow guidance system (CFGS)  400  illustrated in  FIG. 4 . The CFGS  400  will be described in detail further below. The first display section  102  includes a first set of multiple nodes  104  that correspond to a selected portion of all of the process steps of the call flow  100  and provides interactive capabilities to the agent to navigate the call flow  100 . The second display section  106  includes a second set of multiple nodes  108  that also correspond to a portion of the process steps of call flow  100  and provides interactive capabilities to the agent to navigate call flow  100 . Although  FIG. 1  shows the display section  102  and  108  including multiple nodes, any display section established in the CFGS  400  may include only a single node. 
     The CFGS  400  divides a call flow into multiple display sections so that each display section fits within a screen bound, thereby eliminating the need to scroll through nodes in order to reach any of the nodes within the display section. In one implementation, the CFGS  400  receives the specifications for the display device used by an agent as a result of directing the agent to select each of the four corners of the viewable display area with a pointing device, or in the case of a touchscreen, touching the four corners of the viewable display area. The CFGS  400  may direct the agent to perform this activity the first time the agent uses the CFGS  400  and/or when the agent&#39;s hardware configuration changes (e.g., a new screen is installed). In another implementation, the call flow guidance program (CFGP)  414 , illustrated in  FIG. 4 , receives the specifications for the display device by interrogating the system parameters of the operating system running the CFGP  414 . The CFGS  400 , based on the viewable display area screen bound, determines the optimal number of display sections and sets of multiple nodes corresponding to the display sections to render a call flow that does not require scrolling to reach any set of multiple nodes within corresponding display sections. In another implementation, the CFGS is preconfigured with call flow sections based on one or more specified screen resolutions. For example, the CFGS may establish call flow sections tailored to 1024×768, 1600×1200, 1920×1080 or any other screen resolution. The screen resolutions may be determined in advance based on a review of the hardware employed at any particular call center. The CFGS may determine the viewable display area screen bound based on whether an agent uses a multi-screen configuration and aggregate the dimensions of the combination of screens. As another example, the operator may specify the screen resolution, and the CFGS may use one or many predefined sets of call flow sections and sets of multiple nodes. Accordingly, the CFGS may deliver the same call flow using different call flow sections on different resolution screens within the same call center. 
     The first display section  102  includes an initial call flow node  101 , a node specific note link  110  and a connector specific note link  112 . The CFGS  400  may establish an initial call flow node  101  for each call flow  100 . The node specific note link  110  is embedded in the note node  114  and provides an interactive link (e.g., a hyperlink) that the agent can select. When the agent activates the node specific note link  110 , the CFGS  400  responds by rendering the trouble shooting information window  116 . The trouble shooting information window  116  may provide probing questions  118  that assist agents to perform consistent troubleshooting across multiple vendors and locations. The trouble shooting information window  116  may also provide scripts and/or call flow navigation suggestions. 
     In one implementation, the connector specific note link  112  identifies particular information or actions needed as prerequisites to moving from one node to another within call flow  100 . For example, the agent may need to verify the identity of the caller before proceeding to troubleshoot a particular issue (e.g., password reset). When an agent activates a connector specific note link  112 , the CFGS retrieves connector specific notes from storage and renders and displays the connector specific note in a location approximate to the connector specific note link within the display section. 
     Table 1 shows an example of connector specific notes that may be displayed by an activated connector specific note link  112 . The connector specific note shown in Table 1 indicates the type of information required to verify a customer and when the verification is required (e.g., only when changing account information). Any other helpful content may be provided in response to activation of a connector specific note link. 
     
       
         
               
             
               
               
             
           
               
                 TABLE 1 
               
               
                   
               
               
                 Notes displayed by an activated Connector Specific Note Link 
               
               
                   
               
             
             
               
                   
               
             
          
           
               
                   
                 Verification (Only when changing account information or resetting 
               
               
                   
                 passwords; and differentiate between business, residential and 
               
               
                   
                 Call Center employee calling). 
               
               
                   
                 Social Security Number 
               
               
                   
                 Address 
               
               
                   
                 Customer billing code 
               
               
                   
                 ** Only 1 of above needed ** 
               
               
                   
                   
               
             
          
         
       
     
     Table 2 shows node specific note link probing questions  118  for a connectivity issue. The CFGS  400  retrieves probing questions from memory and/or a database when an agent activates a corresponding node specific note link  110  embedded in a note node  114 , and renders and displays the probing questions in a trouble shooting information window  116  in a location approximate to the node specific note link within the display section. The probing questions  118  assist the agent to quickly target the specific connectivity issue for which the caller needs support. 
     
       
         
               
             
               
             
           
               
                 TABLE 2 
               
               
                   
               
               
                 Probing Questions 
               
               
                   
               
             
             
               
                   
               
             
          
           
               
                 Troubleshooting Questions article located at: 
               
               
                 Processes → RCHC → Call Handling → Tier 1 Probing Questions 
               
               
                 Are you in front of the computer and is it turned on? 
               
               
                 Are you able to browse? 
               
               
                 Are there any error messages? 
               
               
                 When did the issue start? Intermittent or ongoing? 
               
               
                 Have you been able to insert broken action here before? 
               
               
                 Have you made any changes to your system? 
               
               
                 Have you recently installed/deleted any software or hardware? 
               
               
                 Physical movement of hardware (e.g., modem or filters)? 
               
               
                 Has anything changed in your household (e.g., changes to phone 
               
               
                 system, additional phone lines, burglar alarm, satellite television, 
               
               
                 answering machine, or fax)? 
               
               
                 Have you checked all the cables for a tight fit? 
               
               
                 Do you have multiple computers connected? Are you having issues 
               
               
                 with one or all computers (Note response)? 
               
               
                 Are you using a router? If yes, note router may need to be removed from 
               
               
                 the configuration as part of troubleshooting. 
               
               
                 Are you using a wireless modem? 
               
               
                 Type of modem being used? What is the status of lights on the modem? 
               
               
                 What operating system are you using? 
               
               
                 Are you running any third party software that could be affecting service 
               
               
                 (e.g., firewalls, anti-virus, or parental controls)? 
               
               
                   
               
             
          
         
       
     
     The first display section  102  also includes a cautionary display  120 , and an internal-flow link  122  embedded in a bridging node  124 . In one implementation, the CFGS  400  automatically renders and displays a cautionary display  120  for each call flow without agent interaction. As another example, the CFGS  400  renders and displays a cautionary display  120  corresponding to each display section. The cautionary display  120  serves to ensure that the agent does not attempt to troubleshoot issues outside the scope of support and provide a more consistent customer experience. The cautionary display  120  lists information and issues outside the scope of support based on flagged subject matter  126  associated with the display section  102  and/or call flow  100 . The cautionary display  120  and the flagged subject matter  126  assist agents to avoid attempting to troubleshoot issues that are outside the scope of support, and uniformly and quickly resolve issues within the scope of support. 
     The agent may learn from the node specific note links  110 , connector specific note links  112  and trouble shooting information windows  116  until the agent gains experience with call flow  100  and/or display sections (e.g.,  102  and  106 ) within call flow  100 . For example, the agent, after becoming familiar with display sections  102 , may review the information provided by the caller and immediately select the internal-flow link  122  embedded in the bridging node  124  without reviewing the node specific note links  110 , connector specific note links  112  or trouble shooting information windows  116 . When the agent activates the internal-flow link  122 , the CFGS  400  transitions from the first display section  102  to the second display section  106  with the second set of multiple nodes  108  corresponding to another portion of the process steps of call flow  100 . The agent may determine, while trouble shooting the issue through the second display section  106 , that the first display section  102  includes other information needed to resolve the issue, and select the bridging node  128  to return to the first display section  102 . The bridging nodes (e.g.,  124  and  128 ) assist the agent to quickly acquire troubleshooting information and improve call handling. The agent may select the node specific note link  130 , embedded in a terminal note node  132 , that includes a closing script that the agent may use to ensure that selected information is communicated to the customer, and collected and recorded before closing an issue. The closing script further assists the agent to provide a consistent and uniform customer experience. 
       FIG. 2  illustrates a cross-flow link  202  embedded in a transition node  204 . In one implementation, the CFGS  400  associates each cross-flow link  202  of a particular call flow with a different call flow so that when an agent selects the cross-flow link  202  embedded in the particular display section the CFGS  400  renders and displays the different call flow  206 . In one implementation, the CFGS  400  analyzes the cross-flow link  202  against the call flow definitions represented as data structures in XML files to identify the corresponding call flow and display sections. In another implementation, the CFGS  400  uses the cross-flow link to form a query that searches a database for the corresponding call flow and display sections. 
     Prior to rendering and displaying each call flow and display section, the CFGS  400  may analyze the multiple sets of nodes of each call flow and determine the nodes that represent transition nodes  204  and embed a cross-flow link in each transition node corresponding to different call flows. In other implementations, the cross-flow links are pre-defined in each call flow. The CFGS  400  may establish transition nodes based on analyzing call flows and determining that a logical relationship exists between the call flows at one or more call flow nodes within one or more of the call flows. In one implementation, the CFGS  400  establishes cross-flow links within each of the logically related call flows such that at least two cross-flow links exist to transition to and from at least two call flows. In another implementation, the CFGS  400  may dynamically update call flow definitions represented as data structures in XML files and relationships definitions for call flows with the results of the analysis used to identify the transition nodes and cross-flow links. As another example, the CFGS  400  may dynamically update call flow definitions and relationship definitions for a call flow in a database with the results of the analysis used to identify the transition nodes and cross-flow links. 
     The agent may review a current set of multiple nodes  200  of call flow  100  and decide to select a transition node  204  that transitions to a different call flow  206 . An agent familiar with the current set of multiple nodes  200 , or experienced with the issue the agent is troubleshooting, may avoid reviewing each node of the current set of multiple nodes  200 , and immediately select from a navigation menu  208  one of a number navigation menu selection items. In one implementation, the navigation menu  208  includes call flow selections that direct the CFGS  400  to render a display section of a call flow in response to a navigation menu selection. For example, rather than selecting the transition node  204 , the agent may select the LAN section- 01   210  navigation menu item to transition from call flow  100  to the different call flow  206 . In one implementation, the LAN section- 01  display section  220  may represent the first in a sequence of display sections within the different call flow  206 . In another implementation, the LAN section- 01   210  navigation menu item transitions the agent to a particular display section that is not the first of multiple display sections within the different call flow  206 . 
       FIG. 3  illustrates a CFGS display section  300  with the navigation menu  208  and call flow selections (e.g.,  210 ,  214 - 218 ,  304 - 324 ) that transition an agent from one call flow to another call flow. In response to a call flow selection from the navigation menu, the CFGS  400  renders and displays a display section of a corresponding call flow. In one implementation, the CFGS  400  analyzes the call flow selection against the call flow definitions represented as data structures in XML files to identify the corresponding call flow and display sections. In another implementation, the CFGS  400  uses the call flow selection to form a query that searches a database for the corresponding call flow and display sections. An agent familiar with the issue that the agent is troubleshooting may immediately select from the navigation menu  208  one of a number of call flow selections. Alternatively, the agent may navigate to a transition node (e.g., the transition node  204 ) in a call flow (e.g., the call flow  100 ) and transition to a different call flow (e.g., the call flow  206 ) by selecting a cross-flow link (e.g., the cross-flow link  202 ). The agent has the flexibility of relying on the CFGS  400  to assist in determining whether to transition to a different call flow  206  and independently deciding when to transition to a different call flow  206 . 
       FIG. 4  shows an example implementation of the CFGS  400 . The CFGS  400  includes a memory  402 , a processor  404  coupled to the memory  402 , a communications interface  406 , and storage  408 . The memory  402  includes call flow definitions (e.g., a first call flow definition  410  and a second call flow definition  412 ), a call flow guidance program (CFGP)  414  that the processor  404  executes and a navigation menu definition  416 . The CFGS  400  also includes interaction hardware  418  used to receive agent interactions, and a display interface  420 . 
     In one implementation, the CFGS  400  implements call flow definitions as data structures in XML (eXtensible Markup Language) files. In another implementation, the CFGS  400  implements call flow definitions as data structures in one or more databases. The CFGS  400  may store the call flow definitions as data structures in storage  408  for subsequent retrieval and update. Call flow definitions include multiple display sections (e.g., the first display section  102  and a second display section  106 ). In one implementation, call flow definitions include specific note link emphasis  424 , internal-flow link emphasis  426  and cross-flow link emphasis  428  that indicate colors, patterns and/or other identifiers to use to emphasize distinctions between various links embedded in different node types (e.g., note nodes  114 , bridging nodes  124  and  430 , and transition nodes  432 ). In one implementation, the first call flow definition  410  includes a connector specific note link emphasis  434  that indicates colors, patterns and/or other identifiers to use to emphasize distinctions between various connector specific note links  112 . For example, a red colored connector specific note link may indicate minimum mandatory information that the agent should acquire before transitioning to another node in the call flow (e.g., authentication information when resetting a password and/or updating account information). 
     The CFGP  414  facilitates agent interactions with node specific note links, internal-flow links, cross-flow links, connector specific note links  110 , and navigation menu selections (e.g., call flow selection- 01   436  and call flow selection- 02   438 ). The interaction hardware  418  receives and transmits operator interactions to the CFGP  414  for processing. The interaction hardware  418  may include cursor keys, touch screens, voice recognition systems, and/or electronic pointing devices such as a mouse. The interaction hardware  418  receives operator interactions that may include link and navigation menu selections made with an electronic pointing device, as well as touchscreen touches and mouse-over actions. In one implementation, the display sections are remote to the CFGS  400 , and in response to the operator interactions received by the interaction hardware  418  the communications interface  406  transmits renderings of the display sections (e.g.,  102 ,  106  and  422 ) and navigation menus  416  from the CFGP  414  to the display interface  420  across a network  446 . 
     As described above, navigation menus include call flow selections. The CFGP  414  receives a navigation menu selection and renders a display section  102  in response to the navigation menu selection. The CFGP  414  also renders cautionary displays  120  based on flagged subject matter  126  identified as outside of a display section  102 . The flagged subject matter  126  may be received from various sources (e.g., vendor of a particular product, field support information and call center management) and dynamically change the content rendered by the CFGP  414  in the cautionary display  120  and identified as outside the scope of a display section. For example, a vendor may provide newly identified information that indicates a procedure for resolving a particular issue previously considered outside the scope of a display section. 
     In one implementation, the CFGP  414  monitors and measures the effectiveness of the CFGS  400 , the adoption rate and training timelines of agents, and calculates AHT and FCR. For example, the CFGP  414  may record the interactions of an agent with time stamps and the disposition of each customer call, in order to calculate AHT and FCR. The CFGP  414  may identify trends in agent interactions based on the frequency in which an agent uses particular nodes, links and/or connectors, and determine how often the agent relies on particular nodes, links and/or connectors, and analyze AHT and FCR for the agent based on the agent interactions. The results of the analysis may be used to assist the agent to improve their adoption rate and training timelines. 
     The CFGS  400  may use XML files to store any number of call flow definitions as data structures, including multiple definitions of the same call flow divided into different call flow sections (e.g., dependent on expected screen resolution). In another implementation, the CFGS  400  uses a database to store and maintain the call flow definitions as data structures. The CFGP  414  may retrieve dynamic content  440  from storage  408  to render probing questions  118  in the troubleshooting information windows  116  and/or flagged subject matter  126  in the cautionary displays  120 . In one implementation, the CFGP  414  uses the dynamic content  440  to render information in the note nodes, bridging nodes and transition nodes. For example, the storage  408  receives new and/or additional support information for a product from a vendor, stores the support information in the first call flow definition  410  and the CFGP  414  renders the first display section  102  based on the support information. In one implementation, the CFGP  414  bases transitions between nodes and between call flows on the dynamic content  440  in order to obtain adaptive call flow definitions. For example, the dynamic content  440  may include a newly identified best practice for troubleshooting a particular issue that identifies a replacement call flow for a previously used call flow. The CFGP  414  analyzes the dynamic content  440  and renders cross-flow link  442  to transition to the replacement call flow based on the newly identified best practice. In one implementation, the CFGP  414  dynamically renders the call flow definition for the replacement call flow based on the dynamic content  440 . 
     In one implementation, the CFGS  400  includes a remote call flow server  444  that dynamically updates call flows by transmitting the updated call flows to the CFGS  400  via the network  446  (e.g., the Internet). The CFGS  400  responsively updates the database  408  with the updated call flows. In another implementation, the remote call flow server  444  receives updated call flow information from various information sources  448  (e.g., vendor of a particular product, field support information and call center management) and generates updated call flows by analyzing the updated call flow information. 
       FIG. 5  shows the logic flow the CFGP  414  may take to render and display a display section. In one implementation, the CFGP  414  retrieves into memory  402  call flow definitions (e.g., first call flow definition  410  and second call flow definition  412 ) from XML files stored in storage  408  ( 502 ). The call flow definitions may be based on dynamic content  440  also stored in storage  408 . The CFGP  414  analyzes the first call flow definition  410  to determine the specific note link emphasis  424 , internal-flow link emphasis  426  and cross-flow link emphasis  428  indicating the colors, patterns to use to emphasize distinctions between the connectors, links and node embedded in the call flow definition  410 . In one implementation, the CFGP  414  renders a navigation menu  416  corresponding to a display section and/or call flow definition. In another implementation, the CFGP  414  renders a uniform navigation menu  416  corresponding to all display sections and/or call flow definitions. The CFGP  414  analyzes the flagged subject matter  126  to determine whether to render and display a cautionary display  120  corresponding to the call flow definition and/or display section. The CFGP  414  renders the first display section  102  as a default display section for the call flow definition and the navigation menu  416  ( 504 ) and waits for an agent interaction (e.g., operator inputs) ( 506 ). 
     When the CFGP  414  receives an agent interaction, the CFGP  414  analyzes the agent interaction to determine what type of interaction the CFGP  414  has received ( 508 ). In the event the CFGP  414  determines that the agent interaction is a navigation menu selection of a new call flow selection (e.g., call flow selection- 01   436  and call flow selection- 02   438 ), the CFGP  414  searches memory  402  for the new call flow definition corresponding to the call flow selection ( 510 ). In one implementation, in the event the new call flow definition corresponding to the call flow selection is not found in memory  402 , the CFGP  414  retrieves the new call flow definition from a corresponding XML file stored on storage  408  and loads the new call flow definition into memory  402  ( 512 ). The CFGP  414  analyzes the flagged subject matter  126  to determine whether to render and display a cautionary display  120  corresponding to the call flow definition and/or display section. The CFGP  414  displays the new first display section of the new call flow definition, in response to the navigation menu selection and the CFGP  414  waits for another agent interaction ( 514 ). 
     In the event the CFGP  414  determines that the agent interaction is a cross-flow link  422 , the CFGP  414  searches memory  402  for the display section corresponding to the cross-flow link  422  ( 516 ). In one implementation, in the event the display section corresponding to the cross-flow link  422  is not found in memory  402 , the CFGP  414  retrieves the display section corresponding to the cross-flow link  422  from a database stored on storage  408  and loads the display section corresponding to the cross-flow link  422  into memory  402  ( 518 ). The CFGP  414  renders and displays the display section corresponding to the cross-flow link  422  and the CFGP  414  waits for another agent interaction ( 506 ). In one implementation, rendering a display section includes identifying the connectors, links and nodes of a call flow definition, dividing the call flow into multiple display sections so that each display section fits within a screen bound that eliminates scrolling to reach any of the nodes of a set of nodes within a given display section, and further includes analyzing the layout of the connectors, nodes and links with respect to each other within each display section of the call flow. The CFGP  414  analyzes the flagged subject matter  126  to determine whether to render and display a cautionary display  120  corresponding to the call flow definition and/or display section. 
     In the event the CFGP  414  determines that the agent interaction is an internal-flow link  122 , the CFGP  414  searches memory  402  for the display section corresponding to the internal-flow link  122  ( 516 ). In one implementation, in the event the display section corresponding to the internal-flow link  122  is not found in memory  402 , the CFGP  414  retrieves the display section corresponding to the internal-flow link  122  from a database stored on storage  408  and loads the display section corresponding to the internal-flow link  122  into memory  402  ( 518 ). The CFGP  414  analyzes the flagged subject matter  126  to determine whether to render and display a cautionary display  120  corresponding to the call flow definition and/or display section. The CFGP  414  renders ( 514 ) and displays the display section corresponding to the internal-flow link  122  and the CFGP  414  waits for another agent interaction ( 506 ). 
       FIG. 6  shows the logic flow the CFGP  414  may take to render and display a note based on a link interaction. The CFGP  414  waits to receive an agent interaction ( 602 ) and determines what type of link interaction the CFGP  414  has received ( 604 ). In the event the agent interaction is an internal-flow link or a cross-flow link, the CFGP  414  performs the logic as discussed above in  FIG. 5  to render and display the appropriate display section ( 606 ). For example, for an internal-flow link, the CFGP  414  retrieves and displays the appropriate display section of the current call flow corresponding to the internal-flow link  122 . In contrast, for a cross-flow link, the CFGP  414  retrieves and displays the appropriate display section of a different call flow corresponding to the cross-flow link  122 . In one implementation, a cross-flow link corresponds to the first display section of a call flow. In another implementation, a cross-flow link corresponds to a particular display section of a different call flow, but the particular display section is not necessarily the first display section of the different call flow. In the event the interaction type is a connector specific note link  112 , the CFGP  414  searches the memory  402  for the corresponding connector specific note ( 608 ). In the event the connector specific note is not found in memory  402 , the CFGP  414  retrieves the connector specific note from storage  408  ( 610 ). The CFGP  414  renders and displays the connector specific note in a location approximate to the connector specific note link within the display section ( 612 ). 
     In the event the interaction type is a node specific note link  110 , the CFGP  414  searches the memory  402  for information and/or the probing questions  118  corresponding to the node specific note link  110  ( 614 ). In the event the node specific note is not found in memory  402 , the CFGP  414  retrieves the information and/or the probing questions  118  corresponding to the node specific note link  110  from storage  408  ( 616 ). The CFGP  414  renders and displays the information and/or the probing questions  118  in a troubleshooting information window  116  in a location approximate to the node specific note link within the display section ( 618 ). 
       FIG. 7  shows a first display section  700  of a Local Area Network (LAN) problem resolution call flow. The CFGS  400  may transition an agent to the initial call flow node  702  of display section  700  as a result of a navigation menu item call flow selection or the selection of an internal-flow link embedded in a bridging node. In one implementation, the CFGS  400  records the navigation history between display sections and call flows. Using the navigation history, the CFGS  400  may determine whether the initial call flow node  702  represents a transition node or a bridging node, and upon agent interaction with call flow node  702 , the CFGS  400  may dynamically determine whether to transition the agent to a different call flow or a different display section within a current call flow. The display section  700  includes a bridging node  704  that transitions to another display section within the current call flow. The display section  700  includes a transition node  706  that transitions to a different call flow (e.g., Modem Train Flow). The display section  700  further includes a terminal note node  708  that transitions the agent to a call flow closing in the event the agent determines that the issue is resolved. The CFGS  400  may provide connector specific notes links (e.g.,  710  and  712 ) and note nodes  714  that upon agent interaction the CFGS renders and displays minimum mandatory information that the agent should acquire before transitioning to another node in the call flow. For the purpose of illustration, each LAN section illustrated in  FIGS. 7 through 14  is represented by one display section, respectively. However, in one implementation, the CFGS may divide a LAN section into multiple display sections.  FIG. 7  further illustrates a cautionary display  718  that the CFGS  400  may render and display that displays information and issues outside the scope of support for the Local Area Network (LAN) problem resolution call flow. 
       FIG. 8  shows a second display section  800  of the LAN problem resolution call flow. The second display section  800  illustrates bridging nodes (e.g.,  802 ,  804 , and  806 ) that the CFGS  400  renders and displays so that an agent can transition to a previous flow page (e.g., the first display section  700 ), and display sections corresponding to LAN section  05  and  07 , respectively.  FIG. 8  further illustrates note nodes (e.g.,  808  and  810 ) that may include trouble shooting and probing questions corresponding to each note node. 
       FIG. 9  shows a third display section  900  of the LAN problem resolution call flow. The third display section  900  includes bridging nodes (e.g.,  902  through  908 ) that the CFGS  400  renders and displays so that an agent can transition to a previous flow page (e.g., second display section  800 ), and display sections corresponding to LAN section  04  and  06 . The CFGS  400  may include, within one display section, multiple bridging nodes that transition to a given display section. For example, display section  900  includes two bridging nodes (e.g.,  906  and  908 ) that both transition to a display section corresponding to LAN section  06 . Following a series of call flow decision nodes, display section  900  navigates the agent to a transition node  910  that the CFGS  400  may use to transition the agent to a different call flow. Display section  900  further illustrates a terminal note node  912  that the CFGS  400  may use to render and display a closing script and/or transition the agent to a call flow closing display section, in the event the agent determines a resolution to the LAN problem. 
       FIG. 10  shows a fourth display section  1000  of the LAN problem resolution call flow. The fourth display section  1000  includes bridging nodes (e.g.,  1002  and  1004 ) that the CFGS  400  renders and displays so that an agent can transition to a previous flow page (e.g., third display section  900 ), and a display section corresponding to LAN section  05 . The fourth display section  1000  includes a transition node  1006  that may transition the agent to a call flow specific to an original equipment manufacturer. In one implementation, the transition node  1006  provides a call flow to identify the appropriate original equipment manufacturer (OEM) and displays a closing script corresponding to contacting the OEM. 
       FIG. 11  shows a fifth display section  1100  of the LAN problem resolution call flow. The fifth display section includes a bridging node  1102  that the CFGS  400  renders and displays so that an agent can transition to a previous flow page (e.g., fourth display section  1000 ) corresponding to LAN section  04 . The fifth display section  1110  also includes transition nodes (e.g.,  1104 ,  1106  and  1108 ). Transition node  1106  includes a node note  1110  that upon agent interaction the CFGS  400  may display trouble shooting information and probing questions that the agent can use to collect and record information prior to transitioning to a different call flow. The CFGS  400  may transition the agent to a different call flow when the cross-flow link of the transition node  1106  is activated. In one implementation, the CFGS  400  activates a cross-flow link upon the selection of the border and/or area within the transition node  1106 , excluding the node note  1110  so that the agent can review the corresponding node note without transitioning to a different call flow. 
       FIG. 12  shows a sixth display section  1200  of the LAN problem resolution call flow. The sixth display section  1200  represents the first of two display sections used by the CFGS for LAN section  06  and includes bridging nodes (e.g.,  1202 ,  1204  and  1206 ) that the CFGS  400  renders and displays so that an agent can transition to a previous flow page (e.g., fifth display section  1100 ), and display sections corresponding to LAN section  05  and  08 , respectively. The sixth display section  1200  also includes a transition node  1208  that the CFGS  400  may use to transition the agent to a different call flow. The CFGS  400  may render and display a connector specific note link  1210  that displays troubleshooting information the agent may use to determine whether to select the transition node  1208  in order to transition to a different call flow. 
       FIG. 13  shows a seventh display section  1300  of the LAN problem resolution call flow. The seventh display section  1300  represents the second of two display sections that the CFGS  400  may use to render and display the process steps for LAN section  06 . The seventh display section  1300  includes bridging node  1302  that the CFGS  400  renders and displays so that an agent can transition to a previous flow page (e.g., sixth display section  1200 ). The seventh display section  1300  also includes transition nodes (e.g.,  1304 ,  1306 ,  1308  and  1310 ) that the CFGS  400  uses to transition the agent to different call flows. 
       FIG. 14  shows an eighth display section  1400  of the LAN problem resolution call flow. The eighth display section  1400  includes bridging nodes (e.g.,  1402  and  1404 ) that the CFGS  400  renders and displays so that an agent can transition to a previous flow page (e.g., seventh display section  1300 ) and a display section corresponding to LAN section  03 , respectively. The eighth display section  1400  also includes a terminal note node  1406  that the CFGS  400  may render and display to indicate to the agent when the agent has transitioned to the end of a call flow. 
     Although selected aspects, features, or components of the implementations are depicted as stored in computer-readable memories (e.g., as computer-executable instructions), all or part of the systems and structures may be stored on, distributed across, or read from other computer-readable media. The computer-readable media may include, for example: secondary storage devices such as hard disks, floppy disks, and CD-ROMs; a signal, such as a signal received from a network or received at an antenna; or other forms of memory, including ROM or RAM, either currently known or later developed. 
     Various implementations of the CFGS  400  may include additional or different components. A processor  404  may be implemented as a microprocessor, a microcontroller, a DSP, an application specific integrated circuit (ASIC), discrete logic, or a combination of other types of circuits or logic. Similarly, memories may be DRAM, SRAM, Flash or any other type of memory. The processing capability of the system may be distributed among multiple system components, such as among multiple processors and memories, optionally including multiple distributed processing systems. Parameters, databases, and other data structures may be separately stored and managed, may be incorporated into a single memory  402  or database, may be logically and physically organized in many different ways, and may implemented in many ways, including data structures such as linked lists, hash tables, or implicit storage mechanisms. Programs may be combined or split among multiple programs, or distributed across several memories and processors. 
     The CFGS  400  provides unexpectedly good results for a call flow tool. In particular, the CFGS  400  support for multiple call flow branching, wide variety of link types, dynamic content, and the capability to monitor and measure the effectiveness of the tool provide unexpectedly good results. The unexpectedly good results include significantly improved AHT, FCR, efficient navigation through complex call flows, and improved adoption rates and training timelines for agents. 
     While various embodiments of the invention have been described, it will be apparent to those of ordinary skill in the art that many more embodiments and implementations are possible within the scope of the invention. Accordingly, the invention is not to be restricted except in light of the attached claims and their equivalents.