Patent ID: 8065618

Claim:
A computer program product tangibly embodied on computer-readable storage medium and comprising computer readable and executable program instructions that when executed by a processor provide a visual display of an interaction center manager's graphical user interface on an interconnected display device, the manager's graphical user interface comprising: an overview area displaying group statistics that relate to an overall responsiveness measure of a selected group of interaction center agents being monitored, and that indicate a number of customers present in each of multiple different customer queues to which at least one of the selected interaction center agents being monitored is assigned, wherein one of the multiple different customer queues is a particular queue for customers requiring an agent having a particular language skill, the overview area further displaying a visual alert configured to notify the manager when a number of customers waiting in the particular queue for an agent having the particular language skill exceeds a threshold number for the particular queue, the visual alert being configurable by a user to be displayed when the number of customers waiting in the particular queue for an agent having the particular language skill exceeds the threshold number for the particular queue; and a detailed area, separate from the overview area, the detailed area displaying a list of each agent of the selected group of interaction center agents being monitored and further displaying for each listed agent i) an indication that an agent has the particular language skill in connection with each of the listed agents that has the particular language skill, and ii) information specifying the availability of the listed agent during a future period of time.