Patent ID: 7783030

Claim:
One or more computer-readable media having computer-useable instructions embodied thereon for performing a method for developing call-routing instructions, said method comprising: displaying a graphical user interface (GUI) having a canvas; providing in said GUI a plurality of geometric shapes respectively corresponding to a plurality of functional tasks, wherein each of the plurality of geometric shapes comprises a distinct reference symbol that is presented on the canvas as a graphical representation specific to each of the plurality of functional tasks; directing the graphical symbol of a first geometric shape to appear on said canvas; generating a first code segment corresponding to said directing said geometric shape to appear on said canvas; successively directing multiple geometric shapes to appear on said canvas; establishing a relationship between one or more of said first and multiple geometric shapes to create a programmatic flow diagram, whereby a call-routing script is generated based on the established relationships in said programmatic flow diagram; and routing calls according to said generated call-routing script, wherein the call-routing script facilitates selecting an appropriate agent for receiving the calls.