Patent ID: 7046789

Claim:
A computer-implemented method of managing a call center using relationships, said call center including a plurality of different resources for handling telephone calls and communication contacts, said method comprising: establishing call center resource data corresponding to said plurality of different resources available within said call center; presenting to a user said plurality of different resources defined by said resource data; receiving user selections of selected resources from said plurality of different resources presented to said user; assigning said selected resources to a relationship profile; assigning a relationship key field corresponding to said relationship profile to said call center resource data for each of said selected resources assigned to said relationship profile; and using said relationship key field to manage said call center; wherein said call center resource data is organized by function into a plurality of resource categories, further including the steps of: presenting to said user said plurality of resource categories; presenting a user with a plurality of statistics display options corresponding to a plurality of resource relationship profiles; receiving a user selection of a selected statistics display option corresponding to a selected resource relationship profile; obtaining call center statistics from said plurality of resources having a matching resource relationship key field matching a selected resource relationship key field of said selected resource relationship profile; displaying said call center statistics from said plurality of different types of resources having said matching resource relationship key field; receiving a user selection of a selected resource category, wherein said plurality of resources within said selected resource category are presented for selection by said user; and wherein said plurality of resource categories include inbound dialed number identification service (DNIS), queues, agent workgroups, individual agents, campaigns, and call tables.