US Patent No. 10,194,028

GRAPHICAL USER INTERFACE FOR CONFIGURING CONTACT CENTER ROUTING STRATEGIES


Patent No. 10,194,028
Issue Date January 29, 2019
Title Graphical User Interface For Configuring Contact Center Routing Strategies
Inventorship Leonid Vymenets, Ontario (CA)
David Beilis, Vaughan (CA)
Michael Davies, Ontario (CA)
Aaron Surty, Ontario (CA)
Vyacheslav Zhakov, Burlingame, CA (US)
Adrian Lee-Kwen, Ontario (CA)

Claim of US Patent No. 10,194,028

1. A method for composing a routing strategy for a contact center comprising:providing, by a processor, a graphical user interface for composing the routing strategy, the graphical user interface providing a plurality of blocks to be selected and arranged in response to the selection, and an area for assembling selected ones of the plurality of blocks, each of the plurality of blocks being associated with logic for managing an interaction with the contact center;
displaying, by the processor, on the graphical user interface, the plurality of blocks for prompting user selection of a particular block of the plurality of displayed blocks;
receiving, by the processor, user interaction with the particular block;
receiving, by the processor, user identification of a portion of the area;
in response to receipt of the user interaction with the particular block and the user identification of a portion of the area, and further in response to a user action, displaying the particular block in the identified portion of the area;
generating, by the processor, the routing strategy based on the particular block in the area and location of the particular block relative to other ones of the plurality of blocks in the area;
storing, by the processor, a layout of the particular block and the other ones of the plurality of blocks in the area as a routing diagram for the routing strategy;
receiving an interaction made with the contact center by an end user device;
activating, by the processor, the routing strategy in response to receiving the interaction;
routing, by a routing device coupled to the processor, the interaction according to the activated routing strategy; and
establishing a connection between the end user device and a contact center resource in response to the routing.