The present patent application is related to commonly assigned U.S. patent application Ser. No. 11/427,013 entitled REMOTELY MONITORING CALL CENTER STATISTICS, and U.S. patent application Ser. No. 11/427,010 entitled SESSION INITIATION PROTOCOL ENABLED AGENT DESKTOP ENVIRONMENT, and U.S. patent application Ser. No. 11/427,009 entitled SCRIPT LOGIC GRAPHICAL MAPPING, and U.S. patent application Ser. No. 11/427,007 entitled REAL TIME FEEDBACK OF SCRIPT LOGIC, and U.S. patent application Ser. No. 11/427,014 entitled CONTACT CENTER CALL ROUTING BY AGENT ATTRIBUTE filed on even date herewith, the entire contents of which are incorporated by reference herein.
The present invention is generally related to script logic, and more specifically, to script logic viewing.
To increase call center customer satisfaction, agents must have accurate timely information and must respond quickly. This timely and accurate response by the agent is enabled by continuous flow of information to and from the agent in the form of a script. The script allows the agent to handle objections, answer questions and gather information in an efficient process. The script as a whole is comprised of individual panels which have instructions, information and data queries. This set of panel instructions, information and data queries are referred to as panel logic. The panels themselves are tied together depending upon the questions asked and information required. This panel-to-panel linkage is referred to as branching logic and can tie a large variety of panels together in a dynamic fashion as the need arises. Panels tied together by branching logic form a script path. The design of panel logic and branching logic can be extremely complex and can require much time and effort to debug.
Therefore, what is needed is an ability to efficiently present script logic. More specifically, what is needed is a script logic viewer to provide more efficient debugging of the panels and branching logic. The present invention allows viewing of the script logic associated with a script.
The present invention is an Integrated Development Environment (IDE) that facilitates the creation of text based scripts that contact center agents read to enable a customer sale or answer a data query. The present invention is preferably utilized via the Internet.
The present invention facilitates data entry required to complete a customer transaction for a client. Various back-end reporting data is captured that includes: agent relevant statistics, call timing (average length of call) and disposition of call (sale/no sale).
Scripts are logical business flows and transactions which are created into scripted panels using the present invention to create web pages and instructions for contact center agents to read and follow. A single business transaction (script) can incorporate hundreds of panels and thousands of logical branches and permutations of flow. These complicated scripts are difficult and time consuming to debug. Script time to market and accuracy of script logic are challenges.
The present invention creates a XML navigation file that represent each script's defined paths, entry points into a script, and their related first panels, as well as HTML and code related to files that are displayed to the user.
In one embodiment of the present invention, a method for script logic viewing comprises calculating a script path for at least one script, defining an entry point into the at least one script, determining at least one panel associated with the at least one script, creating a navigation file based upon the calculated script path, the defined entry point and the determined at least one panel, and presenting the created navigation file. The method may also comprise displaying panel logic for the at least one panel, providing a list of panels subsequent to the at least one panel, demonstrating branching logic of the calculated script path, generating instructions associated with the at least one panel, interfacing data entry into the at least one panel, capturing a statistical data associated with data entry into the at least one script for an agent, reporting the captured statistical data, assessing an average length of a call associated with the at least one script for an agent, communicating the assessed average length of call, determining a disposition of a call associated with the at least one script for an agent, and disclosing the determined call disposition, wherein the navigation file is viewable via the Internet and the navigation file is text based.
In a further embodiment of the present invention, a computer readable medium comprises instructions for calculating a script path for at least one script, defining an entry point into the at least one script, and determining at least one panel associated with the at least one script based on the entry point. The computer readable medium may also comprise instructions for creating a navigation file based upon the calculated script path, the defined entry point and the determined at least one panel, presenting the created navigation file, capturing a statistical data associated with data entry into the at least one script for an agent, reporting the captured statistical data, assessing an average length of a call associated with the at least one script for an agent, communicating the assessed average length of call, determining a disposition of a call associated with the at least one script for an agent, and disclosing the determined call disposition.
In yet another embodiment, a system for script logic viewing comprises a processor, wherein the processor calculates a script path for at least one script, defines an entry point into the at least one script, determines at least one panel associated with the at least one script and creates a navigation file based upon the calculated script path, the defined entry point and the determined at least one panel, and a memory communicably coupled to the processor, wherein the memory stores the navigation file. The processor may also present the created navigation file, display panel logic for the at least one panel, provide a list of panels subsequent to the at least one panel, demonstrate branching logic of the calculated script path, and generate instructions associated with the at least one panel.
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Although an exemplary embodiment of the system of the present invention has been illustrated in the accompanied drawings and described in the foregoing detailed description, it will be understood that the invention is not limited to the embodiments disclosed, but is capable of numerous rearrangements, modifications, and substitutions without departing from the spirit of the invention as set forth and defined by the following claims. For example, the capabilities of the invention can be performed fully and/or partially by one or more of the processors or memories. Also, these capabilities may be performed in the current manner or in a distributed manner and on, or via, any device able to provide and/or receive data. Further, although depicted in a particular manner, various modules or blocks may be repositioned without departing from the scope of the current invention. Still further, although depicted in a particular manner, a greater or lesser number of processors, memories and connections can be utilized with the present invention in order to accomplish the present invention, to provide additional known features to the present invention, and/or to make the present invention more efficient.
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