System for managing communications activated by a trigger event
First Claim
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1. An apparatus comprising:
- a wearable enclosure;
a user interface in the wearable enclosure;
a sensor in the wearable enclosure;
a network interface in the wearable enclosure;
a processor in the wearable enclosure and coupled to the user interface, the sensor, and the network interface; and
a memory in the wearable enclosure and coupled to the processor, the memory storing instructions that, when executed by the processor, cause the processor to;
register a plurality of registered events in the memory, each of the registered events comprising one or more event attributes;
establish a network link between a call center and the apparatus using the network interface;
detect input data from the sensor indicative of a distance to a contact center agent engaged in communication with a customer;
determine whether the distance satisfies one or more conditions of the one or more attributes of a registered event of the plurality of registered events;
in response to determining that the distance satisfies the one or more conditions of the registered event, transmit a request over the network link;
in response to the request, receive information regarding the communication between the contact center agent and the customer;
display the information on the user interface; and
monitor the communication between the contact center agent and the customer.
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Abstract
A system including: a processor; and memory, the memory storing instructions that, when executed by the processor, cause the processor to: receive a request received over a network link, the network link being established between the system and a wearable computing device, the request comprising data corresponding to an event detected by the wearable computing device; and route the request to a resource in accordance with the data of the request.
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Citations
17 Claims
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1. An apparatus comprising:
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a wearable enclosure; a user interface in the wearable enclosure; a sensor in the wearable enclosure; a network interface in the wearable enclosure; a processor in the wearable enclosure and coupled to the user interface, the sensor, and the network interface; and a memory in the wearable enclosure and coupled to the processor, the memory storing instructions that, when executed by the processor, cause the processor to; register a plurality of registered events in the memory, each of the registered events comprising one or more event attributes; establish a network link between a call center and the apparatus using the network interface; detect input data from the sensor indicative of a distance to a contact center agent engaged in communication with a customer; determine whether the distance satisfies one or more conditions of the one or more attributes of a registered event of the plurality of registered events; in response to determining that the distance satisfies the one or more conditions of the registered event, transmit a request over the network link; in response to the request, receive information regarding the communication between the contact center agent and the customer; display the information on the user interface; and monitor the communication between the contact center agent and the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method comprising:
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recording, using a wearable communications appliance comprising a microprocessor, a memory, a sensor, a user interface, and a network interface, sensor data collected by the sensor, wherein the sensor data is indicative of a distance to a contact center agent engaged in communication with a customer; registering, using the microprocessor, a plurality of registered events in the memory, each of the registered events comprising one or more event attributes; establishing a network link between a node and the apparatus using the network interface; comparing, using the microprocessor, the distance against a plurality of conditions of the one or more event attributes of the registered events; in response to determining that the distance satisfies one or more conditions of the one or more attributes of a registered event of the plurality of registered events, transmit a request over the network link; in response to the request, receive information regarding the communication between the contact center agent and the customer; display the information on the user interface; and monitor the communication between the contact center agent and the customer. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15, 16, 17)
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Specification