Monitoring and listening tools across omni-channel inputs in a graphically interactive voice response system

Abstract

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

1 . A method for operation of a graphically interactive voice response (IVR) system for processing customer communications, the method comprising:
 presenting, on a computerized display for call routing, a graphical representation that allows a user to see an omni-channel call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization and options for recording interactions between a customer and an agent; and   adding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the omni-channel call flow route based on the options from the series of drop-down menus selected by the user for monitoring the incoming call data.   
     
     
         2 . The method of  claim 1  further comprising an option for monitoring one or more customer social media sources. 
     
     
         3 . The method of  claim 1  wherein the recording includes a first interaction on a first channel and a second interaction on a second channel. 
     
     
         4 . The method of  claim 1  wherein the recording includes recording system inputs made by an agent during the one or more interactions. 
     
     
         5 . The method of  claim 1  wherein the recording is stored in unified messaging repository with a unified interface accessible by users by more than two devices. 
     
     
         6 . The method of  claim 1  wherein the incoming call data monitored across one or more channels is utilized for desktop analytics (DA) to track agent activity for a plurality of agents. 
     
     
         7 . The method of  claim 6  wherein agent activity comprises one or more of keystroke logging, data entry, applications used, screens and fields accessed, events detected, usage duration, or resulting action(s) taken. 
     
     
         8 . A graphically interactive voice response (IVR) system for processing customer communications, said system comprising a memory, a call management subsystem, and a processor for:
 presenting, on a computerized display for call routing, a graphical representation that allows a user to see an omni-channel call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization and options for recording interactions between a customer and an agent; and   adding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the omni-channel call flow route based on the options from the series of drop-down menus selected by the user for monitoring the incoming call data.   
     
     
         9 . The system of  claim 8  further comprising an option for monitoring one or more customer social media sources. 
     
     
         10 . The system of  claim 8  wherein the recording includes a first interaction on a first channel and a second interaction on a second channel. 
     
     
         11 . The system of  claim 8  wherein the recording includes recording system inputs made by an agent during the one or more interactions. 
     
     
         12 . The system of  claim 8  wherein the recording is stored in unified messaging repository with a unified interface accessible by users by more than two devices. 
     
     
         13 . The system of  claim 8  wherein the incoming call data monitored across one or more channels is utilized for desktop analytics (DA) to track agent activity for a plurality of agents. 
     
     
         14 . The system of  claim 8  wherein agent activity comprises one or more of keystroke logging, data entry, applications used, screens and fields accessed, events detected, usage duration, or resulting action(s) taken. 
     
     
         15 . A non-transitory computer-readable medium comprising computer-readable instructions that, when executed by a processor, cause the processor to:
 present, on a computerized display for call routing, a graphical representation that allows a user to on a computerized display for call routing, a graphical representation that allows a user to see an omni-channel call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization and options for recording interactions between a customer and an agent; and   add, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the omni-channel call flow route based on the options from the series of drop-down menus selected by the user for monitoring the incoming call data.   
     
     
         16 . The computer-readable medium of  claim 15  further comprising instructions for monitoring one or more customer social media sources. 
     
     
         17 . The computer-readable medium of  claim 15  further comprising instructions whereby the recording includes a first interaction on a first channel and a second interaction on a second channel. 
     
     
         18 . The computer-readable medium of  claim 15  further comprising instructions whereby the recording includes recording system inputs made by an agent during the one or more interactions. 
     
     
         19 . The computer-readable medium of  claim 15  further comprising instructions whereby the recording is stored in unified messaging repository with a unified interface accessible by users by more than two devices. 
     
     
         20 . The computer-readable medium of  claim 15  further comprising instructions whereby the incoming call data monitored across one or more channels is utilized for desktop analytics (DA) to track agent activity for a plurality of agents.