Input, display and monitoring of contact center operation in a virtual reality environment

Patent metadata

Field	Value
Publication number	US-9349118-B2
Application number	US-201213471890-A
Country	US
Kind code	B2
Filing date	May 15, 2012
Priority date	Aug 29, 2011
Publication date	May 24, 2016
Grant date	May 24, 2016

Abstract

A system and method are provided. A virtual reality environment rendering module provides a virtual reality environment representative of one or more of a contact center, a predictive dialer, and a media collaboration session. The virtual reality environment includes monitored virtual objects associated with a plurality of monitored entities and a monitor virtual object associated with a human monitor. The monitored object moves relative to a coordinate system defining the virtual reality environment. In response to detection of a trigger event, an information manager provides, to the human monitor, information associated with a selected monitored entity corresponding to a selected monitored virtual object.

First claim

What is claimed is:

1. A method, comprising:
providing, by a microprocessor executing a virtual reality environment rendering module, a virtual reality environment representative of or associated with a contact center, a predictive dialer, or a media collaboration session, the virtual reality environment comprising virtual objects associated with a plurality of human entities, wherein the plurality of human entities comprise one or more human agents for servicing contacts with third parties and one or more supervisors for supervising performance of the one or more human agents, and wherein the virtual objects are avatars;
detecting, by the microprocessor executing an interrupt module, one or more trigger events;
providing, by the microprocessor executing an information manager through the virtual reality environment to a communication device of a first human entity of the plurality of human entities, information associated with a second human entity of the plurality of human entities, the second human entity corresponding to a selected monitored virtual object, wherein the first human entity is a supervisor and the second human entity is a human agent and wherein the information manager provides the information by a dashboard containing the information associated with the second human entity; and
in response to the detecting, the microprocessor:
(a) connecting automatically a communication device of the first human entity to a session in which a customer is being serviced by the second human entity, wherein the one or more trigger events is movement of the virtual object corresponding to the first human entity; or
(b) establishing a communication session, through the virtual environment, between communication devices of the first and second human entities and a third party in a contact being serviced by the second human entity.

2. The method of claim 1 , wherein the one or more trigger events is one or more of a virtual object entering and/or leaving a defined region, area, or volume in the virtual reality environment, selection, by a human entity, of the selected virtual object, performance of a predetermined action by a virtual object, receipt of a request from a human entity, detection of a keyword or key word phrase in a media stream associated with a contact between a human entity and a customer, and detection of a human entity's keyword or key word phrase in an audio stream and/or a text string.

3. The method of claim 1 , wherein the microprocessor establishes a communication session, through the virtual environment, between the first and second human entities and a third party in a contact being serviced by the second human entity.

4. The method of claim 1 , wherein the virtual reality environment comprises a plurality of monitored virtual objects associated with a plurality of monitored human entities, including the second human entity, and a monitor virtual object associated with the first human entity, at least one of the monitor or monitored virtual object being able to move relative to a coordinate system defining the virtual reality environment, and wherein the providing comprises:
providing, by the microprocessor executing the information manager and to the first human entity, information associated with plural of the monitored human entities corresponding to selected monitored virtual objects; or
(ii) changing, by the microprocessor, the virtual reality environment provided to the monitor.

5. The method of claim 4 , wherein the one or more trigger events is one or more of the monitor virtual object entering or leaving a defined region, area, or volume in the virtual reality environment, performance of a predetermined action by the monitor virtual object, receipt of a request from a monitored entity, detection of a keyword or key word phrase in a media stream associated with a contact between a monitored entity and a customer, or detection of a human entity's keyword or key word phrase in an audio stream or a text string.

6. The method of claim 4 , wherein the interrupt is first movement of the monitor virtual object, wherein the provided information is a live media stream from a contact between at least one selected monitored entity or a customer, wherein the first human entity is connected automatically as a third party to the contact, and wherein the first human entity is disconnected automatically from the contact in response to second movement by the monitor virtual object.

7. The method of claim 4 , wherein the interrupt is first movement of the monitor virtual object, wherein the monitored entity is an enqueued contact with a customer in an on hold status, wherein, by the first movement, a communication module automatically connects the first human entity to the customer contact, and wherein, by a second movement of the monitor virtual object, the first human entity is disconnected automatically from the customer contact and the customer contact is again put in an on hold status.

8. The method of claim 4 , wherein each of the monitored virtual objects is active in the virtual reality environment independent of any control or other input by the corresponding monitored entity and wherein the monitor virtual object is automatically suspended when the monitor virtual object performs a first function and automatically reactivated when the monitor virtual object performs a second function, the status of the monitor virtual object being independent of the first human entity logging into or out of the virtual reality environment.

9. The method of claim 4 , wherein the microprocessor establishes a communication session, through the virtual environment, between the first and second human entities and a third party in a contact being serviced by the second human entity, wherein the trigger event is a change in a performance metric associated with one or more of the agent, supervisor, media collaboration session, predictive dialer, or contact center, wherein the change causes a corresponding change in an appearance of an agent's avatar to reflect the performance metric, and wherein the performance metric is one or more of: a selected monitored entity percentage time in state by state identifier, a current state of a selected monitored entity, a skill of the selected monitored entity, a skill level for the selected monitored entity, a performance statistic of the selected monitored entity, compliance with a contact center or predictive dialer statistic, policy, or objective, the time an agent spends reviewing daily alerts or special promotions, the time an agent spends logged into a relevant application, the time an agent spends organizing his or her workspace before servicing a contact, the time an agent spends in a contact wrap-up activity, average or total contact handle time, average speed of answer, adherence to schedule, contact quality, an ability of an agent to provide a customer with correct and relevant information, first-contact resolution, grammar and spelling in a text communication, analyzed agent competency, number of work item escalations, agent peak performance index, transfer rate, agent communication skill, agent adherence to procedures, or customer satisfaction metric.

10. The method of claim 4 , wherein the microprocessor establishes a communication session, through the virtual environment, between the first and second human entities and a third party in a contact being serviced by the second human entity and wherein a monitor re-arranges monitored virtual entities based on a monitor selected criterion.

11. The method of claim 1 , wherein the virtual reality environment comprises a plurality of monitored virtual objects associated with a plurality of monitored human entities, inclu

Assignees

• Chavez David L
• Avaya Inc

Inventors

• Chavez David L

Classifications

• G06T19/006

  Mixed reality (object pose determination, tracking or camera calibration for mixed reality G06T7/00) · CPC title

• G06Q10/101 Primary

  Collaborative creation, e.g. joint development of products or services · CPC title

• G06Q10/103

  Workflow collaboration or project management · CPC title