Contact Center Performance Visualizer Using Geometric Deviation
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Solution Overview
Problem
Deploying and managing contact center operations is inefficient due to the need for skilled technicians and customized coding of routing strategies, which is time-consuming and requires extensive research to identify the best practices for each contact center setup.
Innovation Solution
A system and method for monitoring and visualizing contact center performance using a graphical user interface that allows non-IT personnel to configure and deploy contact centers efficiently by selecting from pre-defined routing logic templates, enabling real-time monitoring and configuration without the need for reprogramming or redeployment.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If customized coding of routing strategies is used, then the contact center can be tailored to specific needs, but the deployment time and complexity increase significantly
Solution Approach 1:
The patent applies preliminary action by pre-configuring routing strategy templates with common contact center scenarios and best practices before deployment. Administrators can select from pre-defined templates that already contain optimized routing logic, eliminating the need for time-consuming custom coding while maintaining adaptability through template selection and parameter adjustment.
Solution Approach 2:
The patent uses copying by providing administrators with pre-built routing strategy templates that can be selected and deployed as-is or modified. These templates represent proven configurations that can be copied across different contact center implementations, reducing deployment time while maintaining effectiveness through template-based replication of successful routing strategies.
2Reliability
If skilled programmers are used to code routing strategies, then the routing logic can be optimized, but the requirement for specialized expertise increases complexity and cost
Solution Approach 1:
The patent applies self-service by enabling contact center administrators to configure and deploy routing strategies independently using pre-defined templates and a graphical user interface. This eliminates the need for skilled programmers while maintaining routing strategy effectiveness, as administrators can select templates that match their specific contact center needs and configure parameters without specialized coding knowledge.
Solution Approach 2:
The patent uses universality by creating a platform that serves multiple functions: it provides pre-configured routing templates, allows administrative configuration through GUI, supports deployment without programmers, and maintains routing effectiveness. This multi-functional approach reduces system complexity by consolidating what would otherwise require separate specialized components.
3Measurement precision
If real-time monitoring is implemented, then performance can be tracked continuously, but the complexity of the monitoring system increases
Solution Approach 1:
The patent applies merging by integrating real-time monitoring capabilities directly into the same graphical user interface that administrators use to configure and deploy routing strategies. This consolidation allows performance tracking without requiring separate complex monitoring systems, as the monitoring functions are combined with the existing administrative interface, reducing overall system complexity while maintaining measurement precision.
Data Source
AI summary
A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.