Communications system involving supervisory view feature
As may be implemented in accordance with one or more embodiments, aspects of the disclosure are directed to methods and/or apparatuses involving the provision of data on a user experience-type interface. Service circuitry can be utilized to provide services, including a plurality of applications that generate data sets in accordance with operational characteristics thereof, for a plurality of endpoint devices. User experience (UX) circuitry may be utilized to provide a UX interface for at least one of the plurality of endpoint devices. A UX interface including a plurality of panes corresponding to different regions of a display is configured. At the endpoint device, respective data is displayed in each pane using data sets generated by different ones of the plurality of applications, each pane being associated with one of the data sets that is different than ones of the data sets associated with another one of the plurality of panes.
1 . A system for controlling a call center using a plurality of applications that respectively generate data sets corresponding to characteristics of the call center, the system comprising:
service circuitry, including a network-enabled communications circuit, configured to provide services including the plurality of applications that respectively generate data sets, through client-specific data communications with a plurality of endpoint devices;
user experience (UX) circuitry, configured to provide a UX interface for at least one of the plurality of endpoint devices, including:
configuring a workspace including a graphical user interface (GUI) provided for display at the at least one of the plurality of endpoint devices, the GUI including a plurality of panes that define respective areas of the workspace;
communicating instructions to at least one of the plurality of applications of the service circuitry to execute operations for generating a respective data set and associating respective ones of the data sets generated by different ones of the plurality of applications with specific ones of the panes, each respective pane being associated with one of the data sets that is different than ones of the data sets associated with other ones of the plurality of panes;
in response to receiving data corresponding to the respective data set, displaying the data in the pane associated with the data set; and
wherein the UX circuitry is configured to provide contact center functions to the at least one of the plurality of endpoint devices, including providing data communications routing options for routing external data communications to respective ones of the plurality of endpoint devices with the contact center functions based on the data sets characterizing at least technology capabilities of the plurality of endpoint devices with the contact center functions and one or more user input selections.
2 . The system of claim 1 , wherein the UX circuitry is configured to remotely communicate with the endpoint devices over a network, and to display the UX interface by providing the UX interface to each of the endpoint devices over the network and causing each endpoint device to display the UX interface.
3 . The system of claim 1 , wherein the UX circuitry is configured with the service circuitry to communicate instructions that control at least one of the plurality of applications to execute operations for generating the respective ones of the data sets.
4 . The system of claim 1 , wherein the UX circuitry is configured with the service circuitry to communicate instructions that control the plurality of the applications to execute operations for generating the respective ones of the data sets from each of the plurality of applications, and to display the generated data sets respectively in one of the panes associated with the data set.
5 . The system of claim 1 , wherein:
the service circuitry is configured to store ones of the data sets generated by the plurality of applications in a data storage circuit; and
the UX circuitry is configured to display the data in the pane associated with the data set by accessing the data storage circuit, retrieving the stored data set corresponding to the associated data set, and displaying the retrieved stored data set.
6 . The system of claim 1 , wherein the UX circuitry is configured to display the data in the pane associated with the data set by accessing a combination of the data sets and displaying, in the pane, data corresponding to different ones of the data sets.
7 . The system of claim 1 , wherein the UX circuitry and the service circuitry are configured to communicate with one another for providing the UX interface to a plurality of endpoint devices corresponding to a common entity, the UX interface for at least two of the endpoint devices having a different configuration in which data sets displayed in panes at each endpoint device draw from data sets corresponding to a common set of the applications.
8 . The system of claim 1 , wherein the UX circuitry is further configured to provide contact center functions to the at least one of the plurality of endpoint devices, including associating and displaying the respective ones of the data sets by associating data sets that characterize operational characteristics of the plurality of endpoint devices with the contact center functions; and including providing data communications routing options for routing the external data communications to the respective ones of the plurality of endpoint devices with the contact center functions is in response to the user input selections, the user input selections are provided in response to displaying the data sets characterizing the plurality of endpoint devices with the contact center functions, and the external data communications are received from a source that is external to both the UX circuitry and the service circuitry.
9 . The system of claim 1 , wherein the UX circuitry is configured to:
provide a control option in at least one of the panes, the control option corresponding to operational instructions to be sent for execution by at least one of the plurality of applications; and
in response to receiving a user input corresponding to the control option, generating and sending an operational instruction to the at least one of the plurality of applications thereby causing the at least one of the plurality of applications to generate a new data set, and displaying data corresponding to the new data set in one of the panes.
10 . A system comprising:
service circuitry, including a network-enabled communications circuit, to provide services, including a plurality of applications that respectively generate data sets in accordance with operational characteristics of each application, through client-specific data communications with a plurality of endpoint devices;
user experience (UX) circuitry, configured to provide a UX interface for at least one of the plurality of endpoint devices, by
configuring a UX interface including a plurality of panes corresponding to different regions of a display at the at least one endpoint device;
displaying respective data in each pane using data sets generated by different ones of the plurality of applications, wherein instructions are communicated to at least one of the plurality of applications of the service circuitry to execute operations for generating a respective data set and each respective pane is associated with one of the data sets that is different than ones of the data sets associated with another one of the plurality of panes; and
wherein the UX circuitry is configured to provide contact center functions to the at least one of the plurality of endpoint devices, including providing data communications routing options for routing external data communications to respective ones of the plurality of endpoint devices with the contact center functions based on the data sets characterizing at least technology capabilities of the plurality of endpoint devices with the contact center functions and one or more user input selections.
11 . The system of claim 10 , wherein the UX circuitry is configured with the service circuitry to communicate instructions that control at least one of the plurality of applications to execute operations for generating the respective ones of the data sets.
12 . The system of claim 10 , wherein the UX circuitry is configured to:
provide the UX interface to the plurality of endpoint devices by sending data that, when received at the endpoint device, causes the endpoint device to display the UX interface to include user-selectable display options;
to send user data to the UX interface indicative of ones of the user-selectable display options selected by a user; and
to display the respective data in each pane by using data sets generated by different ones of the plurality of applications that correspond to the user-selectable display options indicated in the user data.
13 . The system of claim 10 , wherein the UX circuitry is configured with the service circuitry to display the data in the pane associated with the data set by accessing stored ones of the data sets previously generated by the plurality of applications and stored in a data storage circuit, and displaying data corresponding to the stored ones of the data sets.
14 . The system of claim 10 , wherein the UX circuitry is configured to provide a plurality of predefined GUI displays for one of the endpoints, each predefined GUI display having a different arrangement of panes and displaying data corresponding to different ones of the data sets, and to toggle between displaying the GUI displays on the one of the endpoints in response to a user input received via the UX interface provided at the one of the endpoints.
15 . The system of claim 10 , wherein the UX circuitry is configured with the service circuitry to cause different ones of the plurality of applications to execute operations to respectively generate different new ones of the data sets based on user input received at one of the endpoints specifying characteristics of the data sets to be displayed thereon, and to display data corresponding to the generated new ones of the data sets at the one of the endpoint devices.
16 . A computer-implemented method for aiding in supervision of a call center using a plurality of components that generate respective data sets indicative of call center status, the method comprising:
providing services including operating a plurality of applications via a server circuit to respectively generate data sets in accordance with operational characteristics of each application, and providing client-specific data-communications with a plurality of endpoint devices corresponding to the generated data sets;
configuring a user experience (UX) display at one of the plurality of endpoint devices, the UX display including a plurality of panes corresponding to different regions of a display at the one of the plurality of endpoint devices; and
displaying, at the at least one of the plurality of endpoint devices, respective data in each pane using data sets generated by different ones of the plurality of applications, wherein instructions are communicated to at least one of the plurality of applications of the server circuitry to execute operations for generating a respective data set and each respective pane is associated with one of the data sets that is different than ones of the data sets associated with another one of the plurality of panes,
wherein UX circuitry is configured to provide contact center functions to the at least one of the plurality of endpoint devices, including providing data communications routing options for routing external data communications to respective ones of the plurality of endpoint devices with the contact center functions based on the data sets characterizing at least technology capabilities of the plurality of endpoint devices with the contact center functions and one or more user input selections.
17 . The method of claim 16 , including communicating instructions, based on inputs received at one of the plurality of endpoint devices, that control at least one of the plurality of applications to execute operations for generating the respective ones of the data sets for the one of the plurality of endpoint devices.
18 . The method of claim 16 , wherein a UX interface is provided to the plurality of endpoint devices by sending data that, when received at the endpoint device, causes the endpoint device to display the UX interface to include user-selectable display options, further including:
sending user data to the UX interface indicative of ones of the user-selectable display options selected by a user; and
displaying the respective data in each pane by using data sets generated by different ones of the plurality of applications that correspond to the user-selectable display options indicated in the user data.
19 . The method of claim 16 , further including displaying predefined GUI displays for one of the plurality of endpoints, each predefined GUI display having a different arrangement of panes and displaying data corresponding to different ones of the data sets, by toggling between displaying the GUI displays on the one of the endpoints in response to a user input received via the UX interface provided at the one of the endpoints.
20 . The method of claim 16 , including causing different ones of the plurality of applications to execute operations to respectively generate different new ones of the data sets based on user input specifying characteristics of the data sets to be displayed thereat, and to display data corresponding to the generated new ones of the data sets at the one of the endpoint devices.