Abstract: A system, method, and computer program product enable a user to graphically create a program for controlling operation of a self-service kiosk. A workflow diagram, representing the desired operation of the kiosk, is created in response to the selection and ordering by the user of a plurality of state elements and connector elements. The state elements define the input of data to and/or the output of data from the kiosk. The connector elements define the transition from one state element to another state element. When the workflow diagram is complete, a screen flow simulation may be created, comprising simulated kiosk screen displays. The screen flow simulation replicates the operation of the kiosk, thus enabling the user to test the planned operation prior to creating the final screen displays. When the user is satisfied with the screen flow simulation, the program for controlling operation of the kiosk may be created.

Abstract: A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selection process according to variations in state such as fluctuating call volume. When two or more metrics describe distinct aspects of an agent's performance and both aspects are relevant to agent selection, the algorithm can weigh each according to relative importance to the center's operational effectiveness. The present invention couples to the information infrastructure of a computer-based contact center and interfaces with the components of the center that acquire and maintain information pertinent to the agent-selection process. This connectivity delivers real-time information to the software algorithms and thereby facilitates rapid response to changing conditions.