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CN101867487A - 用图形呼叫连接象征管理联系中心的系统和方法 - Google Patents

用图形呼叫连接象征管理联系中心的系统和方法 Download PDF

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CN101867487A
CN101867487A CN201010195955A CN201010195955A CN101867487A CN 101867487 A CN101867487 A CN 101867487A CN 201010195955 A CN201010195955 A CN 201010195955A CN 201010195955 A CN201010195955 A CN 201010195955A CN 101867487 A CN101867487 A CN 101867487A
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communication session
call center
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CN101867487B (zh
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比吉特·格佩特
法兰克·罗斯勒
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Avaya Inc
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Abstract

公开了一种用图形呼叫连接象征管理联系中心的系统和方法。该方法包括通过GUI为呼叫中心代理呈现一组相连的图形元素，该图形元素表示了包括呼叫中心代理和主叫方的通信会话的结构，通过GUI从呼叫中心代理接收输入以操作至少一个图形元素；以及基于输入执行动作。于此还公开的是用于在呼叫中心中监控通信的系统、方法和非短时的计算机可读存储介质。该方法包括通过GUI呈现多组相连的图形元素，其中每组相连的图形元素表示包括呼叫中心代理和主叫方的通信会话的结构，通过GUI基于至少一个图形元素接收选择以在相关的通信上监听，以及监控相关的通信会话。

Description

用图形呼叫连接象征管理联系中心的系统和方法
相关申请
本申请要求2009年3月30日提出的美国临时申请61/164，753的优先权，通过引用其全部将其并入于此。
本申请与___提出的代理人卷号509022-US1(申请号___)、509022-US2(申请号___)、509022-US3(申请号____)、509022-US4(申请号___)、509022-US5(申请号_____)、509049-US(申请号____)和509098-US(申请号_____)相关，通过引用，这其中的每一个并入于此。
技术领域
本发明的公开涉及电信，更具体的涉及呼叫中心。通信会话可以存在于多种模式，例如电话呼叫、通信会话、即时消息会话、电子邮件会话、视频会议会话、多媒体会话，等等。
背景技术
这些年来，通过增加功能按钮和菜单来完善按键式电话机。这些功能接口已经从简单的按钮演进为由轨迹球、象限式指针等驱使的分级菜单。随着功能的数量的增加，接口增加了更多的按钮、序列，和/或按钮按压的组合。这种功能的增加带来了许多具有变动的复杂等级的不同的接口。用户通常凭借死记硬背记住按键功能，但是这并不总是实用的，或令人满意的。最近，带有触摸屏的智能电话已经开始提供类似的功能性。然而，这些设备中的触摸屏一般再现功能按钮和菜单，虽然是在触摸屏上。
此外，用户正在向其它的通信形式迁移，例如文本消息传递、即时消息传递、电子邮件、聊天会话、视频会议等等。将处理这些通信模式的能力并入传统的电话机成倍的增加了复杂性和难度。
呼叫中心的特定应用给主机带来了面向应用的问题，例如高转换，需要更短的呼叫时间以更高效地服务于更多的顾客，潜在的需要更低教育水平的呼叫中心职员等等。此外，呼叫中心代理执行许多通信操作，例如，设置用户等着通话，执行电话转移，向主题专家和管理者咨询、逐步升级呼叫等等。这些操作的数量、类型和复杂度为呼叫中心职员、培训者和管理者带来了一系列的困难。本领域需要更直观的通信管理接口。
发明内容
根据本发明一个方面，提供了一种用于联系中心中管理通信的计算机实现的方法，该方法使通信设备执行以下步骤：通过图形用户界面GUI向联系中心代理呈现一组相连的图形元素，这些图形元素代表包括所述联系中心代理和联系中心主叫方的通信会话的结构；通过所述GUI从所述联系中心代理接收输入来操作至少一个图形元素；以及基于所述输入执行动作。
根据本发明另一个方面，提供了一种用于联系中心中监控通信的计算机实现的方法，该方法使计算设备执行以下步骤：通过图形用户界面GUI呈现多组相连的图形元素，其中每组相连的图形元素代表包括所述联系中心代理和联系中心主叫方的通信会话的结构；通过所述GUI接收基于至少一个图形元素的选择以在与所述至少一个图形元素相关联的相应通信会话上监听；以及监控所述相应通信会话。
根据本发明另一个方面，提供了一种用于在呼叫中心中桥接呼叫中心代理和主题专家的计算机实现的方法，该方法使计算设备执行以下步骤：通过图形用户界面GUI从主题专家接收指示一组呼叫中心代理的输入，其中所述GUI将通信会话的结构表示为一组相连的图形元素；以及将所述一组呼叫中心代理中的每个添加到所述通信会话。
附图说明
为了描述获得本发明公开的上述的和其它的优点以及特性的方法，上面简要描述的原理的更特定的描述将通过参考它特定的实施例被呈现，其中实施例在附图中示出。要理解的是，这些附图只是描绘了本发明公开的示例性实施例，并且不因被认为是对它范围的限制，通过利用附图，以附加的特征和细节来描述和解释该原理。其中：
图1示出了示例的系统实施例；
图2示出了示范的呼叫中心代理显示，其示出了和主叫方的通信会话的图形表示；
图3示出了通信会话的网络视图；
图4示出了逐步升级按钮的示例的子菜单；
图5示出了示例的呼叫中心代理显示，其示出了逐步升级到主管后和主叫方的通信会话的图形表示；
图6示出了示例的呼叫中心主管显示，其显示了呼叫中心中的当前通信会话；
图7示出了第一示例方法实施例；
图8示出了第二示例方法实施例；以及
图9示出了第三示例方法实施例。
具体实施方式
下面详细论述本发明公开的多个实施例。论述特定的实施例时，要理解的是这只是为示例的目的而作出。相关领域的技术人员应当认识到不脱离本发明公开的精神和范围而可以使用其它的组件和配置。
本发明公开目的在于本领域对于在呼叫中心或联系中心的环境中对于改进的通信会话管理的需求。一件共同的申请(代理人卷号509022US1；069-0011US1)公开了一种图形界面，该图形界面使得用户能够与多个用户建立通信会话，以及从通信会话中拆除或删除用户。并且公开了一种系统和方法，其在图形用户界面上显示一组图形连接元素，这些元素代表呼叫中心代理、主管、主题专家和管理者的特定的通信会话或通信会话组的结构。将参考图2提供简要地介绍性描述，接着是可以被用于应用于此公开的概念的图1中的基本通用目的系统的论述，以及对方法和图形界面更详细地描述。
给出了图2的图形界面，其示出了通信会话，使得系统通过可以包括多模式用户输入的界面用户输入来接收，以管理通信会话和一个或多个通信会话中的受信关系。例如，会议呼叫的用户可以拖曳或以其他方式移动和定位受信图标到个人的设备上，然后系统建立受信关系。系统接收那些输入，自动联系合适的设备以及协商受信关系和与受信关系相关的其它细节。
通信会话对于通信模式是不可知的。显示在图形界面上的通信会话中连接的用户的相同的象征可以表示被叫/主叫方用户、即时消息(IM)用户、电子邮件用户、通过视频会议连接的用户等等。图形元素的表达，他们如何连接以及用户如何与元素交互都依赖于通信会话的需求和当前的活动上下文而变化。例如，元素可以包括文本、题目、地点、关于每个用户的数据等，用户间的连接象征还可以表示信息，例如连接的类型(电话、视频等)、连接的质量(低带宽、高带宽等)、参与者如何与首要用户(主管、主题专家、另外的呼叫中心代理等)相关的层次、连接的状态(活动的、不活动的、保持的等)等等。这些变化将贯穿本发明公开而被论述。本发明公开现在转到图1。
参考图1，示例的系统100包括通用目的计算设备100，其包括处理单元(CPU或处理器)120和将多个系统组件连接到处理器120的系统总线110，系统组件包括例如是只读存储器(ROM)140和随机存取存储器(RAM)150的系统存储器130。系统100可以包括直接连接到处理器120、紧密临近处理器120或集成为处理器120的一部分的高速存储的缓存122。系统100从存储器130和/或存储设备160复制数据到缓存122以使处理器120快速访问。这样，缓存122提供在等待数据时避免处理器120延迟的性能提升。这些和其它的模块可以被配置用于控制处理器120执行多个动作。其它的系统存储器130也可以使用。存储器130可以包括多个不同类型的具有不同性能特性的存储器。可以理解的是，本发明公开可以在具有多于一个处理器120的计算设备100上或者在组网在一起的计算设备组或集群上操作，以提供更大的处理能力。处理器120可以包括任何通用目的处理器和硬件模块或软件模块，例如存储在存储设备160中的模块1162，模块2164和模块3166，其配置用于控制处理器120和软件指令加载到实际的处理器设备的专用目的处理器。处理器120可以实质上是包括多个核或处理器、总线、存储器控制器、缓存等的完全的自治式计算系统。多核处理器可以是对称的或不对称的。
系统总线110可以是包括存储器总线或存储器控制器、外围总线和使用多个总线架构的任何一个的本地总线的多个种类总线结构中的任一种类。存储在ROM 140等中的基本输入/输出(BIOS)可以提供帮助在计算设备100中的元素之间传递信息的基本程序，例如在启动期间。计算设备100还包括存储设备160，例如硬盘驱动器、磁盘驱动器、光盘驱动器、磁带驱动器等。存储设备160可以包括软件模块162、164、166用于控制处理器120。还可以设置其它的硬件或软件模块。存储设备160与系统总线110通过驱动接口相连。驱动器和相关的计算机可读存储介质提供计算机可读指令、数据结构、程序模块和用于计算设备100的其它数据的的非易失性存储。在一个方面，执行特定功能的硬件模块包括在与必需的硬件元件相连的非瞬时计算机可读介质中存储的软件组件以执行功能，其中该硬件元件例如是处理器120、总线110、显示器170等。本领域技术人员了解基本组成，并依赖于设备的种类预期合适的变形，例如设备100是否是小的、手持的计算设备、台式电脑、或计算机服务器。
虽然于此描述的示例的实施例使用硬盘160，本领域技术人员可以理解的是可以存储由计算机可存取的数据的其它类型的计算机可读介质也可以用于该示例的操作环境，其中该计算机可读介质例如是盒式磁带、闪存卡、数字通用盘、编码磁带、随机存取存储器(RAM)150、只读存储器(ROM)140、电缆或包括比特流的无线信号等等。非瞬时计算机可读存储介质特别地排除例如是能量、载波信号、电磁波和本质上是信号的介质。
为了能使用户与计算设备100交互，输入设备190代表任何数量的输入机制，例如对于语音的麦克风，对于手势或图形输入的触摸屏，键盘，鼠标，运动输入，语音等等。输出设备170也可以是本领域技术人员已知多种输出机制中的一种或多种。如果设备包括也接收触摸输入的图形显示器，则输入设备190和输出设备170实质上可以是同一个元件或显示器。在一些情况中，多模式系统使用户能提供多种类型的输入来与计算设备100通信。通信接口180通常支配和管理用户输入和系统输出。不存在要在任何特定的硬件装置上操作的限制，因此这里的基本特征随着它们的发展可以简单地被改进的硬件或固件装置所替代。
为了解释上的清楚，提供包括具有标示为“处理器”或处理器120的功能块的单独的功能块的示例的系统实施例。这些块代表的功能可以通过共用的或专用的硬件的使用来提供，包括但不限于能够执行软件的硬件，以及例如处理器120的硬件，其构建来操作为在通用目的的处理器上执行的软件的等效物。例如在图1中表示的一个或多个处理器的功能可以由一个共享的处理器或多个处理器来提供。(使用术语“处理器”不应该被解释为专门指代能够执行软件的硬件)。示例的实施例可以包括微处理器和/或数字信号处理器(DSP)硬件、用于存储执行下面描述的操作的软件的只读存储器(ROM)140、用于存储结果的随机存取存储器(RAM)150。也可以提供超大规模集成电路(VLSI)硬件实施例，以及定制VLSI电路与通用目的DSP电路的结合。
各个实施例的逻辑操作被执行为：(1)运行在通用计算机里的可编程电路上的计算机实现的步骤、操作或过程的序列，(2)运行在专用可编程电路上的计算机实现的步骤、操作或过程的序列；和/或(3)在可编程电路里的互连机器模块或程序引擎。在图1中示出的系统100可以执行列举的全部或部分方法，可以是列举的系统的一部分，和/或可以根据在列举的非易失的计算机可读存储介质中的指令进行操作。这样的逻辑操作可以被实现为配置为根据模块的程序来控制处理器120执行特定的功能的模块。例如，图1例举了三个模块Mod1162，Mod2164和Mod3166，这些是被配置来控制处理器120的模块。这些模块可以存储在存储设备160以及在运行时间加载到RAM 150或存储器130或可以被存储到本领域将了解的其它计算机可读存储位置。
已经简要地论述了示例性系统实施例，本发明公开现在转向图2和用于在呼叫中心环境下管理通信会话的界面的其它图形视图。通信会话可以是在代理和客户之间的电话呼叫，例如技术支持或客户服务呼叫，或在代理和两个或多个客户之间的会议呼叫。通信会话可以是模式中立的，这样在会话中的用户可以用任何数量的通信模式来通信，通信模式例如是电话、蜂窝电话、IP电话(VoIP)、视频会议、文本消息、即时消息、基于网络的聊天、电子邮件、社交网络等等。这个方面由于客户服务从全部的基于电话的方式变为通信形式更多样的组合而变的重要。GUI允许呼叫中心代理快速和直观地处理通信会话。具有不同能力的设备可以给出适合那些能力的合适的GUI。例如，台式电话可以比移动设备具有更强大的处理器和图形能力，更大的屏幕，更多的存储，更高的带宽等等。这样的台式电话可以全交互的以及动画的显示GUI，反之，移动通信设备只能提供适合它自己能力的全部功能的子集。为了多样的GUI显示和交互，不具有合适的显示的电话可以与台式或便携式计算设备相连。
图形元素可以包括图像、漫画、化身(avatars)、文本以及与图形元素关联的用户的相关附加信息的超链接。文本可以包括名字、题目、地点、电话号码、电子邮件地址、当前状态、存在信息以及位置。系统可以根据被联系方的环境、身份、信任和存在而改变或使图形元素动画化(animate)。与通信会话的活动连接可以在视觉上表示为具有重叠图形元素、线连接图形元素、形状连接图形元素、幅射线形状连接图形元素、和/或常见增强形态图形元素的图形连接象征。重叠或其他成组图形元素可以表示一个位置的多个个体。这种情况下，也可以提供位置的信息。此外，改变图形元素的颜色、密度、动画、纹理、和/或长度，可以指示图形元素表示的实体的关系或状态。
图2例举了在呼叫中心代理202和客户或主叫方204之间的通信会话的第一个图形视图200。系统100，例如在图1中描述的那个，可以被配置来向呼叫中心代理202显示图形用户界面，以及接收用于操作通信会话的输入。在一方面，系统100与通信设备交互，例如电话、即时信使、个人或移动计算机或电子邮件设备。另一方面，系统100集成一个或多个通信设备的功能。系统100通过物理的或屏幕上的键盘、鼠标、触针、触摸屏、语音命令、单触摸或多触摸手势、和/或非触摸手势来接收输入。系统100还可以接收多模式输入。
在建立通信会话前的初始状态，系统100可以显示空白的主屏幕，在其中显示表示参与方或通信工具202，204的图形元素。
在一个方面，呼叫中心代理在它的初始状态显示正在呼叫或正在联系方的队列来指示代理可以预期的内容。这样的队列还可以示出通信模式，因此代理在发生前就了解到即将发生的模式转换。初始的显示还可以包括客户数据的智能屏幕弹出，该客户数据例如是帐户信息、专门的特权、拥有的产品、以及与代理的队列中的每个正在呼叫或正在联系方相关的等等。
代理可以提供任何种类的指令输入来为目前没有被服务的代理会话显示智能屏幕弹出。同样，系统100可以通过交互语音响应(IVR)或对于队列中的个体的关于爱好的主题的其它媒体询问显示得到的信息。例如在具有关于相同产品的相同问题的多个客户的情况下，代理可以通过GUI结合将这样的客户的图标一起加入到一组中，以在一个通信会话中同时服务他们。主管，或虚拟的系统等同物，可以具有能力在他们的屏幕上观看任何代理的队列、将队列业务从一个代理移动到另一个代理、查看每个代理处理的技能(例如，语言、产品、训练、处理高级客户以及任何其它的技能)。主题专家显示可以包括可以被调出或作为文档发送给联系中心的客户(或代理)的产品或其它专门的信息的调色板。可选的，主管可以手动将该信息传输给客户和/或代理。
空白屏幕可以包括墙纸图像或其它的图案。在一个变化中，系统100显示示出了新闻、消息、联系人、即将到来的日程表事件、和/或配置选项的简短摘要的摘要或欢迎页面。在另一个变化中，系统100显示默认的输入机制，例如拨打电话号码或从联系人列表中选择要建立通信会话的一个或多个联系人的十键数字小键盘。在呼叫中心环境，系统100还可以显示等待代理接听的客户或主叫方的列队或者是这样的队列的简短摘要。
到来的通信会话可以是到来的电话呼叫、到来的即时消息、到来的文本消息，或到来的视频会议。系统100可以将到来的通信会话表示为图标。图标可以包括例如名称/标题的子部分以及通信模式图标等。到来的呼叫图标514可以闪烁、弹出、跳动、增长、变小、振动、改变颜色、发送听得见的警报(例如铃声)、和/或提供对到来呼叫的用户的某些其它通知。
呼叫中心代理可以与到来的通信会话交互，例如，通过点击或拖曳特征图标到接受图标上或点击到来的通信会话图标。用户还可以提供其它形式的输入来和通信会话交互，例如通过触摸屏或触针轻击图标、轻击手势、鼠标单击/移动、语音输入、键盘输入、重击或轻击触摸敏感的表面、和/或适当的用户输入的任何其它组合。在触摸的情况下，例如，不同持续时间或压力的轻击可以执行不同的动作。鼠标输入可以包括移动、点击、右击、双击、拖曳、轻击、悬浮、手势等等。动作可以包括忽略、发送消息、接受等等。
为了建立通信会话，呼叫中心代理的设备接收进入的呼叫或者产生输出的呼叫，并且连接客户204和呼叫中心代理202。当与客户开始呼叫、即时消息、文本消息、视频会议等时，系统100建立和另一方的连接，并且将与另一方的通信会话的图形表示在屏幕上显示给呼叫中心代理202。客户显示204可以示出通信会话的所有或部分通信客户方。呼叫中心代理202然后可以通过操作GUI的元素来添加其他的参与方到通信会话中。呼叫中心代理202可以通过将参与方拖到垃圾桶图标、点击与参与方相关的X或者单击物理的或图形的挂断按钮从通信会话中移除参与方。在通信会话是通过电话的一个方面中，系统100在任一方挂断电话接收器时从通信会话中移除参与方。随着参与方离开通信会话，系统100从通信会话的图形表示中移除它们的图标。当呼叫中心代理202完成通信会话时，系统100或主管可以将呼叫中心代理202返回到可用、有空或空闲呼叫中心代理池或队列。
方框图200示出了两个相连的图形元素202，204的通信会话。显示的通信会话200表示实时通信。在这种情况下，实时通信是代理#619和FrankRose之间的双向技术支持或客户服务类型呼叫，由它们各自的图标202，204之间的连接线示出。图2是从呼叫中心代理的观点来看的会议呼叫的图形显示。
这里的图形元素是图标，但是也可以包括图像、文本、视频、动画、声音、漫画、和/或化身。例如，用户可以个性化他们自己的图形元素或从照相机或摄像机上反馈的实况图像流。此外，图形元素可以直接地在它们的下方具有关联文本串。该文本串可以包括名字、标题、位置、电话号码、电子邮件地址、当前状态、如图2中示为#601-UMD9的案例号、模型号(如图2中的示为#ZlC02的用以标识特定的产品模型以解决故障)、存在信息、位置、和/或任何其它可用信息。除了与图形元素相关联，文本串可以是分开的，如图2中所示。可选的，系统100可以将文本串覆盖在图形元素之上或将文本集成为图形元素的一部分。全部或部分文本和/或图形元素可以是对与该文本或图形元素相关联的用户有关的附加信息的超链接，例如博客或微博、电子邮件地址、存在信息等。
系统100可以为每个图标包括指示每个参与方的通信模式的图形子元素。系统100是模式中立的，这意味着系统100同样的对待通信的每个模式，例如电话、蜂窝电话、IP电话(VoIP)、即时消息、电子邮件、文本消息和视频会议。随着用户从一个模式改变为另一个，子元素可以相应的改变。例如，如果Frank Rose 204从地面线传输改变为蜂窝电话呼叫，系统100可以将电话图标改变为移动电话图标。
图形元素还可以通过改变类型、大小、颜色、边界、亮度、位置等传达有关支持呼叫的信息。例如，线条可以传达参与方之间的关系、客户重要性等。用户可以手动地触发它们自己的图标或其它人的图标的改变，或者系统100可以检测改变事件并且相应的改变图标元素。改变事件可以基于关于一个主题的多个通信、队列中的时间量、当前通信会话的时间量、环境、角色、和/或存在。例如，在一个人通话时，系统100可以放大它们的图标。再例如，系统100可以追踪会议呼叫中的每个人通话了多久以及基于会议呼叫的总通话时间向上或向下移动图形元素。
在另一个变化中，系统100通过改变它们的密度、长度、颜色、风格、和/或动画表现这些连接来修改连接图形元素的连接。这些修改可以表示当前通话方、共享资源、活动的通信会话、保持的通信会话、静音的通信会话、未决的通信会话、连接的通信会话、多方连接、侧边拦对话、受监控的传递、不受监控的传递、选择性的转发、选择性的将通信会话分为多个通信会话等。因为在联系中心的情况下代理的视图相当固定，系统100可以通过移动图标和连接线(如果有的话)到代理的图标队列来自动的用队列中的下一个客户取代先前的客户。同样地，在另一方，系统100可以以类似于下面描述的物质资源的方式显示能够被拖曳和放到或以其他方式移动和定位来与代理和/或主叫方连接的一组人的资源(主管、主题专家等)。呼叫中心代理202可以通过拖曳表示要共享的资源的图标以及将它放到客户204的图标上或通信会话的任何其它地方来经由通信会话与客户204共享资源，例如文档、图像、程序(例如故障排除应用程序)、链接、音频和其它数据。系统100可以确定如何授予对共享资源的访问给客户204，例如通过电子邮件、超链接或文本消息。
在一个方面，用户单击和拖曳(或用触摸屏轻拍和拖曳)图标来操作会议呼叫。例如，用户可以单击逐步升级图标208、转移图标210、咨询图标212、记录图标214、或216来邀请其它的用户加入通信会话。用户可以拖曳这些图标以及将它们放到联系人或当前通信会话的参与方上。例如，如果到来的通信会话是同一个形态(例如IM)，则除了将它从IM转换到呼叫外，用户可以拖曳呼叫图标到到来的通信会话上以接受到来的通信会话。用户还可以通过拖曳和放置合适的图标在联系人上来发起通信会话。在一个变形中，呼叫中心代理拖曳逐步升级图标208到通信会话上，系统100显示当前可用的逐步升级个体的上下文菜单。或者，系统100可以动态地显示可用资源，其可以通过连接它们到代理和/或客户而被按需使用。系统100还可以显示其它信息，例如日历、笔记、备忘录、个人存在信息和时间。系统100显示可以是用户可配置的。
在另一个方面，用户偏好引导由图形元素和相关文本传达的信息数量和种类。用户偏好可以从观众的偏好和/或发起人(source person)的偏好中提取。例如，观众设置偏好以在可用时显示其它人的电子邮件地址，但是发起人设置偏好为从不共享电子邮件地址。发起人的偏好(或信息的“所有者”的偏好)可以推翻第三方的偏好。在通信会话201中的每一个参与方或联系人列表中的联系人可以具有多个相关的地址、电话号码、或联系点，例如工作电话、家庭电话、移动电话、工作电子邮件、家庭电子邮件、AIM地址、Facebook聊天地址、等等，其每一个可以具有例如是不仅指示参与者还指示联系模式的符号的图标或限定符。
例如，用户可以通过轻拍不同的连接形式图标来改变他们自己的通信模式。这允许用户手动并且无缝地从一个形式转换为另一个会话中。例如，目前靠近网络摄像头的通过蜂窝电话参与通信会话的用户可以拖曳视频会议图标到通信会话上以从蜂窝电话转换到视频会议。
已经论述了图2的几个变化，现在论述转向如图3所示的通信会话的网络视图300。电信网络302连接多个通信设备304，306，308，310，312，并且将信息从一个设备传送到另一个设备。电信网络可以是简易老式电话服务(POTS)网络、异步传输模式(ATM)网络、综合数字业务网(ISDN)、帧中继网络、以太网网络、令牌环网络以及任何其它合适的有线或无线网络中的一个或组合。网络可以包括一个或多个执行在GUI上通信会话的图形表示之下的全部或部分连接和传输功能的互联节点314，316，318，320。这样的网络节点314，316，318，320可以执行网络302中的所有功能或者可以与终端用户通信设备304，306，308，312相结合操作以处理通信会话。
在一个方面，集中的实体控制通信会话。集中的实体可以驻留在网络中或通过网络通信。集中的实体可以操作为集中的企业智能服务器。在另一方面，通信会话控制和功能分布在网络或云中的多个服务器资源314，316，318，320中。除了云中集中的智能和分布式的智能，网络302可以利用端点上的智能通过对等方式提供这个功能。某些变化包括在符合标准的服务器上提供标准化的功能，以及在端点之间分布非标准化的功能。
每个通信设备的显示示出了同一个通信会话的不同的方面或视图。例如，设备304的显示示出了如图2中示出的相同的参与方202，204，206的相同的显示。设备306的显示示出了从设备306的观点来看的通信会话的不同的视图中的同样的参与者202，204，206。同样，设备308和312示出了不同视图中的同样的参与者202，204，206。在一个方面，移动设备308与无线发送器310连接以连接到网络。移动设备308可以生成它自己的通信会话视图或者它可以生成另外设备的显示的复制或配对视图。然而，在呼叫中心的情况中，客户显示可以只示出一部分或不示出呼叫中心代理显示为了各种安全、私密、商业秘密或其它目的而示出的细节。
论述现在返回到如图2中所示的用于管理通信会话的呼叫中心GUI，特别是各个动作图标或按钮208，210，212，214。图4示出了逐步升级按钮408的示例的子菜单。在这个变形中，当呼叫中心代理单击逐步升级按钮408，系统100显示上下文菜单以解疑逐步升级请求。解疑菜单(disambiguationmenu)可以具有根节点“逐步升级”408和用于阐明如何或逐步升级到谁的三个扩展节点，“主题专家”410，“主管”412，以及“另一个代理”414。可选的，呼叫中心代理202可以浏览可用的逐步升级个体、主题专家、和/或主管的列表或基于图标的显示，并且拖曳和放置想要的个体的图标到通信会话的图形表示上。逐步升级个体的列表可以是联系人列表的一部分。然后系统100用他们偏好的模式自动地联系那个人，并且将该人加入到会议呼叫中。
图5示出了示例的呼叫中心代理显示500，其示出了逐步升级到主管506之后在呼叫中心代理502和主叫方Frank Rose 504之间的通信会话的图形表示。呼叫中心代理显示500包括到主管506的新的连接链接508。连接主管的图形链接508可以表示只有主管506具有终止该链接508以及中断通信会话的能力。主管506，主叫方FrankRose 504，以及呼叫中心代理502在一个共同会话中通信，例如三方会议呼叫。如先前论述的，很可能是在GUI中心的某处示出代理，并且队列在一侧，而资源在另一侧。较少的是关于单击或其它代理输入的大多内容，这样将可用的资源(人的和物质的)动态地示为与客户的会话动机有密切关系的列表或图标组可能是最可能的场景。在一个方面，系统100自动设立在主管506(或其它逐步升级个体)和呼叫中心代理502之间的侧边栏或者分离的并发的通信会话，以在没有主叫方504知晓的情况下讨论特定主题。这可以作为同样利用相同的通信会话的到代理的低级别的密谈通知进行。例如，如果主通信会话是通过电话，在呼叫中心代理502和主管506之间的侧边拦通信会话可以经由即时消息。主管506可以保持通信会话，将控制传送回呼叫中心代理502，默默地监视通信会话的提示，等等。
在最后的参与方离开通信会话后，系统100结束通信会话。在一些情况下，系统100在通信会话结束之后将呼叫中心代理502设置为繁忙或不可用模式中一段时间。这段时间可以允许呼叫中心代理502在主叫方的案例文档中输入必需的记录和注释或进行其它的呼叫后流程。
现在论述转到当前的对于一组呼叫中心代理的通信会话的呼叫中心管理者或主管视图。图6示出了呼叫中心主管显示600，其示出了包括呼叫中心的呼叫中心代理的当前通信会话。显示600包括逐步升级请求602的列表。每个逐步升级请求可以被指引到任何主管、特定的主管、到一组逐步升级个体或者到另一个个体。每个逐步升级请求可以包括呼叫中心代理604和主叫方606的图标以及相关信息的简短描述。逐步升级请求可以包括示出了从逐步升级请求被创建之后已经过去了多少时间的定时器。随着逐步升级请求被分配到主题专家、主管或其它个体，系统100从逐步升级请求602的列表中移除它们。在主管显示600上示出的呼叫中心代理可以位于同一个呼叫中心装置或者可以被分布于多个装置，例如从家里工作的远程工作者。例如，在基于聊天的技术支持或客户服务的情况中，呼叫中心代理根本不处理呼叫，如果它们在移动设备上通过文本消息与客户/主叫方交互的话，可以虚拟的位于任何位置。
呼叫中心代理的通信会话的主管视图600可以被限制到主管具有权限的呼叫中心代理。在一个方面，主管视图示出了主管权限之外的呼叫中心代理，但是只允许主管有限选项来操作或者与该主管权限之外的那些呼叫中心代理交互。
呼叫中心主管显示600还包括在呼叫中心代理组中的所有当前通信会话的图形表示，其中该呼叫中心代理组可选地包括空闲的(即，等侍通信会话)或不处于活动的通信会话中的呼叫中心代理。例如，主管显示600可以示出在呼叫中心代理和主叫方之间的活动的通信会话608、等待对主叫方610的逐步升级的代理、包括呼叫中心代理的逐步升级通信会话612、专家、和全部在同一个桥接的会话上的主叫方、空闲呼叫中心代理614(包括可用代理和不可用代理)、空闲主题专家616、和在代理向主管或主题专家618咨询时主叫方被保持的或静音的通信会话。与代理或由主管控制的其它资源相关的信息可以包括列出了例如语言、产品、专长、与客户的现有关系等的技能设置。如上面论述的，通信会话可以以多种形式发生。某些代理可以通过在线聊天与客户交互，某些通过文本消息，某些通过电话，某些通过视频会议，等等。尤其是在即时消息通信的情况下，一个呼叫中心代理可以同时与多个客户交互。系统可以在主管显示600上多次显示同一个代理的图标或者可以显示与代理的一个图标相连的多个客户。
呼叫中心主管可以选择性地在代理知晓或不知晓情况下监听或观看与客户的代理交互。换句话说，即使主管实际上是通信会话的一个参与者，作为主管的监听不会改变通信会话的代理的显示。在一个方面，呼叫中心主管显示600包括通过每个通信会话的自动语音识别(ASR)生成的自动更新文本。主管可能能够具有来自于多个代理的文本-在它们的显示之间滚动客户交互，以及基于观察选择性的加入通信会话以监控和/或直接交互。
系统100可以提供机制以基于资历、呼叫持续时间、队列长度、平均队列等待时间、在代理的轮换中的保持时间、绩效(基于服务的主叫方、赚到的钱等)、名字、主叫方区域、和/或任何其它期望的属性来过滤活动的通信会话。主管的显示还可以呈现示出了对于它们的管理下的代理的集合和总绩效度量的图表或图解。关于压力、较慢队列处理的警告标记可以被用于允许特定的代理休息一下，以提高它们的绩效。
主管还可以广播消息到所有的代理，作为集中侧边栏通信。主管可以类似的拖曳即时消息(或其它)图标到呼叫中心代理或专家的任何一个上，以发起与那个呼叫中心代理或专家的即时消息通信会话。例如，主管或主题专家可以选择一组呼叫中心代理，来包括在一组为了训练目的的通信会话中。
在一个方面，主管和/或呼叫中心代理显示可以包括其它部门(例如会计、计费、技术支持、新帐目)的图标。当代理或主管注意到在另一个呼叫中心部门或技能中能得到更好服务的引导错了的主叫方，代理或主管拖曳主叫方图标到适当的部门图标。系统100可以执行主叫方的热切换或冷切换到合适部门的队列或直接到那个部门的代理。热切换是指转移的代理保持在线路上直到转移到的代理接受了通信会话。冷切换是指转移的代理在转移到的代理接受通信会话之前离开线路。
图7例举了在联系中心中监控通信的第一个示例的方法实施例。系统100通过图形用户界面(GUI)呈现了多组相连的图形元素，其中每组相连的图形元素表示包括联系中心代理和联系中心主叫方的通信会话的结构(702)。每组相连的图形元素可以包括对当前通信会话状态的指示，例如“保持”、“收集客户信息”或“逐步升级到主管”。联系中心代理可以包括主题专家、前线的联系中心代理和/或主管。
系统100通过GUI接收基于至少一个图形元素的选择，以在与至少一个图形元素相关的相应通信会话上监听(704)。呼叫中心代理可以通过拖曳和放置图标、单击图标、提供键盘或鼠标输入、触摸触摸屏和/或语音命令来作出选择。图形元素可以是代表主叫方的图标以及与主叫方相关或描述主叫方的智能屏幕弹出。智能屏幕弹出可以包括名字、地址、超链接、呼叫持续时间、档案、档案摘要、呼叫历史、担保或其它帐户信息、对呼叫中心代理建议的销售目标、人口统计信息和主叫方偏好中的一个或多个。
系统100监控相应通信会话(706)。系统100可选地记录相应通信会话。
图8例举了在联系中心中桥接呼叫中心代理和主题专家的第二个示例的方法实施例。系统100从主题专家通过将通信会话的结构表示为一组相连的图形元素的图形用户界面(GUI)接收指示了一组呼叫中心代理的输入(802)。该组呼叫中心代理可以在不同的物理设备中。例如，呼叫中心代理的第一个子群可以在阿肯色州(Arkansas)，而呼叫中心代理的第二个子群可以在犹他州(Utah)。主题专家可以通过通信会话与该组呼叫中心代理共享资源。例如，主题专家可以拖曳和放置微软幻灯片演示到通信会话上。系统100发送演示的全部或部分到与参与的代理相关的设备上显示。其它的资源包括文本、文档、音频文档、视频和其它电子资源。
系统100将每组呼叫中心代理添加到通信会话(804)。当主题专家离开通信会话时，系统100可以结束通信会话或保持该通信会话直到剩余的代理也离开通信会话。
本发明公开现在转到图9中示出的第三个示例的方法实施例。为了清楚的理由，本方法按照配置来实施该方法的例如在图1中示出的示例的系统来论述。
图9例举了用于管理联系中心通信的第一个示例的方法实施例。系统100通过图形用户界面(GUI)提供给联系中心代理代表包括联系中心代理和联系中心主叫方的通信会话的结构的一组相连的图形元素(902)。该组相连的图形元素可以包括与联系中心主叫方相关的智能屏幕弹出。智能屏幕弹出可以包括名字、地址、超链接、总呼叫时间、通信动机、队列时间、档案、档案摘要、呼叫历史、担保信息、销售目标、人口统计信息和联系中心主叫方偏好。这些只是可以显示在智能屏幕弹出上的有用信息的一些例子。在一些情况下，呼叫中心代理可以定制哪些信息出现在智能屏幕弹出上以及什么时候发生智能屏幕弹出。
系统100通过GUI从联系中心代理接收输入以操作至少一个图形元素(904)。输入可以是在选择图标上单击、或者选择图标、或者拖放图标。呼叫中心代理输入实质上可以通过任何人类接口设备来接收。
系统100基于输入执行动作(906)。在一个方面，动作是逐步升级通信会话。系统100可以在通过GUI从联系中心代理和/或逐步升级个体接收额外的输入、从通信会话放置联系中心代理的时候通过将逐步升级个体添加到通信会话上来逐步升级通信会话。逐步升级个体可以包括主题专家、不同的呼叫中心代理和主管。
在另一个方面，动作是与该通信会话分离地咨询。系统可以允许呼叫中心代理通过建立包括联系中心代理和一个主题专家、不同的呼叫中心代理和主管的并发的通信会话来与主叫方分离地咨询，其中并发的通信会话是与该通信会话分离的，在通过GUI接收到终止该并发的通信会话的额外输入时，将联系中心代理返回到该通信会话。其它的动作包括转移通信会话到不同的部门以及记录通信会话。
还应当讨论代理对于联系任何过早的从通信会话中断的参与者的判断的能力。实质上，它将达到利用系统和网络信息在参与者不必在队列中等待以重新加入到不同的代理的情况下来重建会话的能力。可以利用可替换的媒介，例如IM，以决定客户是否需要离开并且不愿意立即重新加入。
本发明公开的范围内的实施例还可以包括承载或者存储计算机可执行指令或者数据结构的瞬时和/或非瞬时计算机可读存储介质。这样的非瞬时计算机可读存储介质可以是能够被通用目的或专用目的计算机访问的任何可用的介质，包括如上述论述的任何专用目的处理器的功能设计。通过示例而非限制的方式，这样的非瞬时计算机可读介质可以包括RAM、ROM、EEPROM、CD-ROM或其它光盘存储设备、磁盘存储设备、或其它磁存储设备、或任何可以被用于以计算机可执行指令、数据结构或处理器芯片设计的形式携带或存储所需的程序代码方法的其它介质。当信息通过网络或另一个通信连接(或硬连线、无线或其结合)被传递或提供到计算机，计算机适当地将该连接认为是计算机可读介质。这样，任何这样的连接应当被称为计算机可读介质。上述的结合也应该被包括于计算机可读介质的范围内。
计算机可执行指令包括，例如，使通用目的计算机、专用目的计算机或专用目的处理设备执行特定功能或功能组的指令和数据。计算机可执行指令还包括由计算机在单机或网络环境下执行的程序模块。通常，程序模块包括子例程、程序、组件、数据结构、对象、以及在专用目的处理器的设计中固有的功能等，其执行特定的任务或实施特定的抽象数据类型。计算机可执行指令，相关的数据结构，以及程序模块代表用于执行于此描述的方法的步骤的程序代码装置的例子。这样的可执行指令或相关的数据结构的特定序列代表用于实施在这些步骤中描述的功能的相应动作的例子。
本领域技术人员将理解，本发明公开的其它实施例可以利用许多种类的计算机系统配置被实施于网络计算环境中，包括个人计算机、手持设备、多处理器系统、基于微处理器的或可编程消费电子设备，网络PC，小型机、大型机计算机，等等。实施例还可以应用于分布式的计算环境中，在这里任务被本地的和通过通信网络连接(通过硬连线连接、无线连接或其组合)的远程的处理设备执行。在分布式的计算环境中，程序模块可以被加载到本地的和远程的存储器存储设备。
上面描述的各个实施例只是以示例的方式被提供并且不应该被解释来限制本发明公开的范围。本领域技术人员将容易地认识到，在不按照此例举和描述的示例实施例和应用并且不脱离本发明公开的精神和范围的情况下，可以根据这里的原理实现各种修改和变化。

Claims (10)

1.一种用于联系中心中管理通信的计算机实现的方法，该方法使通信设备执行以下步骤：
通过图形用户界面GUI向联系中心代理呈现一组相连的图形元素，这些图形元素代表包括所述联系中心代理和联系中心主叫方的通信会话的结构；
通过所述GUI从所述联系中心代理接收输入来操作至少一个图形元素；以及
基于所述输入执行动作。
2.如权利要求1所述的计算机实现的方法，其中所述动作是逐步升级所述通信会话。
3.如权利要求2所述的计算机实现的方法，其中逐步升级所述通信会话的动作包括：
添加逐步升级个体到所述通信会话；以及
在通过所述GUI从所述联系中心代理接收到额外的输入时，使所述联系中心代理从通信会话离开。
4.如权利要求3所述的计算机实现的方法，其中所述逐步升级个体是以下之一：主题专家、不同的呼叫中心代理、主管。
5.如权利要求1所述的计算机实现的方法，其中所述动作是与所述通信会话分离的咨询。
6.如权利要求5所述的计算机实现的方法，其中分离的咨询的动作包括：
建立包括所述联系中心代理和以下之一的并发通信会话：所述主题专家、所述不同的呼叫中心代理、所述主管，其中所述并发通信会话是与所述通信会话分离的；
当通过所述GUI接收到额外的输入时，终止所述并发通信会话；以及
将所述联系中心代理返回到所述通信会话。
7.如权利要求1所述的计算机实现的方法，其中所述动作是将所述通信会话转移到不同的部门。
8.如权利要求1所述的计算机实现的方法，其中所述动作是记录所述通信会话。
9.一种用于联系中心中监控通信的计算机实现的方法，该方法使计算设备执行以下步骤：
通过图形用户界面GUI呈现多组相连的图形元素，其中每组相连的图形元素代表包括所述联系中心代理和联系中心主叫方的通信会话的结构；
通过所述GUI接收基于至少一个图形元素的选择以在与所述至少一个图形元素相关联的相应通信会话上监听；以及
监控所述相应通信会话。
10.一种用于在呼叫中心中桥接呼叫中心代理和主题专家的计算机实现的方法，该方法使计算设备执行以下步骤：
通过图形用户界面GUI从主题专家接收指示一组呼叫中心代理的输入，其中所述GUI将通信会话的结构表示为一组相连的图形元素；以及
将所述一组呼叫中心代理中的每个添加到所述通信会话。
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