Patent Document ID: 9912813
Application ID: 14086944
Patent Status: 1

Claim One:
1. A method for monitoring and visualizing contact center performance via a graphical user interface, comprising: displaying a visual routing diagram graphically depicted on a display device for visually depicting a routing strategy, the visual routing diagram including a plurality of visually depicted blocks each associated with logic for managing a plurality of interactions with a contact center; receiving, by a switch, the plurality of interactions for routing to one or more resources of the contact center based on the routing strategy; identifying, by a processor, a plurality of contact center metrics; identifying, by the processor, predicted values for the plurality of contact center metrics; normalizing, by the processor, a reference polygonal object to a shape having a preset scale and displaying the normalized reference polygonal object, wherein the reference polygonal object includes a plurality of edges graphically representing the predicted values for the plurality of contact center metrics, where each edge of the reference polygonal object graphically represents one of the plurality of metrics, wherein the plurality of edges are concurrently displayed on a display device; monitoring, by the processor, performance of the contact center relative to the plurality of contact center metrics as the plurality of interactions with the contact center are managed according to logic of the routing strategy, wherein the monitoring includes determining, by the processor, actual values for the plurality of contact center metrics, wherein at least one of the actual values for at least one of the plurality of contact center metrics is based on managing the plurality of interactions according to the routing strategy; overlaying over the display of the reference polygonal object, a display of a polygonal object, the current polygonal object having a plurality of edges graphically representing the actual values for the plurality of contact center metrics, wherein the plurality of edges representing the actual values are concurrently displayed on the display device, wherein in displaying the current polygonal object, a display position of a particular edge of the current polygonal object representing a particular contact center metric deviates from a display position of a corresponding edge of the reference polygonal object representing the particular contact center metric if the actual value for the particular contact center metric deviates from the predicted value for the particular contact center metric, and the display position of the particular edge of the current polygonal object corresponds to the display position of the corresponding edge of the reference polygonal object if the actual value for the particular contact center metric is equal to the predicted value for the particular contact center metric; identifying, by the processor, one or more of the plurality of blocks affected by the contact center performance; determining an amount of deviance between the predicted value and the actual value; and modifying a visual appearance of the identified one or more of the plurality of blocks based on the determined amount of deviance.