Contact center administration via text stream interaction

• US 10,477,019 B2
• Filed: 12/17/2014
• Issued: 11/12/2019
• Est. Priority Date: 12/17/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Yoakum, John H., McCormack, Tony
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US14/573,163
• Publication Number:
  US 20160182718A1
• Time in Patent Office: 1,791 Days
• Field of Search: 37926506
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

Mechanisms for generating a metric message text stream, and a corresponding contact center command, in response to determining that a contact center metric value is not a desired value is disclosed. A metric value is obtained that quantifies a metric of a contact center. It is determined that the metric value is not a desired value. In response to determining that the metric value is not the desired value, generating a metric message text stream. A contact center action set is generated that comprises at least one contact center action that is associated with the metric message text stream. A metric message identifier (ID) is associated with the metric message text stream. The metric message ID and the contact center action set are stored in a storage, and the metric message text stream is communicated to a computing device.

Claims

1. A method comprising:

obtaining, by a processor of a contact center system, a metric value that quantifies an operational characteristic of the contact center;

determining, by the processor of the contact center system, that the metric value is not within a predetermined range of values for the operational characteristic; and

in response to determining that the metric value is not within the predetermined range of values for the operational characteristic;

determining, by the processor of the contact center system, a computing device associated with a user;

generating, by the processor of the contact center system, a first metric message text stream based on a message template associated with the operational characteristic, at least one parameter associated with the operational characteristic, and a contact center action set identifier identifying an action template of a plurality of action templates, wherein the first metric message text stream comprises an interactive flow, and wherein the interactive flow is associated with a unique metric message identifier (ID);

generating, by the processor of the contact center system, a contact center action set based on the action template identified by the contact center action set identifier in the message template, the action template defining at least one contact center action directed to the operational characteristic, wherein the generated contact center action set is associated with the first metric message text stream;

storing, by the processor of the contact center system, the unique metric message ID and the contact center action set in a storage; and

sending, by the processor of the contact center system, the first metric message text stream to the computing device.

2. The method of claim 1, wherein the operational characteristic comprises one of a number of caller transfers, a rate of abandonment, an average wait time of an individual prior to being serviced, a number of contacts queuing, an agent staffing level, a number of agents available, a line of business service level, a queue service level, a number of agents in a not ready state, or an agent conformance to regulatory policy.

3. The method of claim 1, wherein determining that the metric value is not within the predetermined range of values comprises determining that the metric value is below a first predetermined threshold, or determining that the metric value is above a second predetermined threshold.

4. The method of claim 3, wherein determining that the metric value is not within the predetermined range of values further comprises:

accessing a user profile of the user associated with the computing device; and

determining, based on the user profile, the first predetermined threshold and the second predetermined threshold.

5. The method of claim 4, wherein generating the first metric message text stream comprises:

selecting the message template from a plurality of message templates based on the computing device and the operational characteristic, wherein the message template comprises text and at least one parameter identifying the first predetermined threshold or the second predetermined threshold; and

generating the first metric message text stream using the text of the message template and based on the at least one parameter of the message template.

6. The method of claim 1, further comprising:

receiving, by the processor of the contact center system, a message response from the computing device;

determining, by the processor of the contact center system, that the message response is associated with the contact center action set based on the unique metric message ID;

accessing, by the processor of the contact center system, the contact center action set; and

performing, by the processor of the contact center system, the at least one contact center action based on the message response.

7. The method of claim 6, wherein receiving the message response comprises:

receiving, from the computing device, imagery that depicts an eye system of the user associated with the computing device;

analyzing the imagery to detect a control command;

determining the message response based on the control command.

8. The method of claim 1,

the action template defines the at least one contact center action based on at least one parameter associated with the operational characteristic defined in the message template.

9. The method of claim 8, wherein generating the contact center action set further comprises:

accessing a user profile of the user associated with the computing device;

obtaining from the user profile a parameter value for each of the at least one parameters in selected action template; and

generating the contact center action set based on the selected action template and obtained parameter value for each of the at least one parameters in selected action template.

10. The method of claim 8, wherein generating the contact center action set further comprises:

generating a plurality of contact center actions based on the contact center action template to generate the contact center action set, the contact center action set having a processing sequence defined in the selected action template and that is dependent on a received response from the user; and

storing the contact center action set in the storage.

11. The method of claim 10, further comprising:

receiving, by the processor of the contact center system, a message response from the computing device;

determining, by the processor of the contact center system, that the message response is associated with the contact center action set based on the unique metric message ID;

accessing, by the processor of the contact center system, the contact center action set;

determining, by the processor of the contact center system, a current sequence location within the defined processing sequence;

based on the current sequence location, determining, by the processor of the contact center system, a next contact center action within the contact center action set; and

performing, by the processor of the contact center system, the next contact center action.

12. The method of claim 11, wherein determining the current sequence location comprises:

accessing a current sequence location pointer that identifies the current sequence location of the contact center action set.

13. The method of claim 12, further comprising updating the current sequence location pointer after performing the next contact center action.

14. The method of claim 11 wherein performing the next contact center action comprises:

generating a second metric message text stream; and

sending the second metric message text stream to the computing device.

15. The method of claim 11 wherein performing the next contact center action comprises generating an add agents message, and sending the add agents message to a device other than the computing device.

16. The method of claim 1, wherein sending the first metric message text stream to the computing device comprises sending the first metric message text stream and the unique metric message ID to the computing device.

17. The method of claim 1, wherein the first metric message text stream is generated for rendering text components of the first metric message text stream consecutively as time progresses on a display of the computing device.

18. A computing device, comprising:

a communication interface configured to communicate with a network; and

a controller communicatively coupled to the communication interface, and configured to;

obtain a metric value that quantifies an operational characteristic of a contact center;

determine that the metric value is not within a predetermined range of values for the operational characteristics; and

in response to determining that the metric value is not within the predetermined range of values for the operational characteristic;

determine a computing device associated with a user;

generate a first metric message text stream based on a message template associated with the computing device and the operational characteristic, the message template defining a format associated with the computing device and text for the generated first metric message text stream, at least one parameter associated with the operational characteristic, and a contact center action set identifier identifying an action template of a plurality of action templates, wherein the first metric message text stream comprises an interactive flow, and wherein the interactive flow is associated with a unique metric message identifier (ID);

generate a contact center action set comprising at least one contact center action based on the action template identified by the contact center action set identifier in the message template, the action template defining at least one contact center action directed to the operational characteristic, wherein the generated contact center action set is associated with the first metric message text stream;

store the unique metric message ID and the contact center action set in a storage; and

send the first metric message text stream to the computing device.

19. The computing device of claim 18, wherein the controller is further configured to:

receive a message response;

determine that the message response is associated with the contact center action set based on the unique metric message ID;

access the contact center action set; and

perform the at least one contact center action based on the message response.

20. A computer program product stored on a computer-readable storage medium and including instructions configured to cause a processor to carry out the steps of:

obtaining a metric value that quantifies an operational characteristic of a contact center;

determining that the metric value is not within a predetermined range of values for the operational characteristic; and

in response to determining that the metric value is not within the predetermined range of values for the operational characteristic;

determining, a computing device associated with a user;

generating a first metric message text stream based on a message template associated with the computing device and the operational characteristic, the message template defining a format based on the computing device and text for the generated first metric message text stream, at least one parameter associated with the operational characteristic, and a contact center action set identifier identifying an action template of a plurality of action templates, wherein the first metric message text stream comprises an interactive flow, and wherein the interactive flow is associated with a unique metric message identifier (ID);

generating a contact center action set comprising at least one contact center action based on the action template identified by the contact center action set identifier in the message template, the action template defining at least one contact center action directed to the operational characteristic, wherein the generated contact center action set is associated with the first metric message text stream;

storing the unique metric message ID and the contact center action set in a storage; and

sending the first metric message text stream to the computing device.

21. The computer program product of claim 20, wherein the instructions further cause the processor to carry out the steps of:

receiving a message response;

determining that the message response is associated with the contact center action set based on the unique metric message ID;

accessing the contact center action set; and

performing the at least one contact center action based on the message response.