PERFORMANCE CENTER MOBILE SUPERVISOR APPLICATION

• US 20120295594A1
• Filed: 01/11/2012
• Published: 11/22/2012
• Est. Priority Date: 05/20/2011
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Thomson, Rodney A., Reynolds, Brian J., Chu, Jeff, Birk, Onkar, Davis, Barrett
• Granted Patent: US 9,414,211 B2
• Time in Patent Office: Days
• US Class Current: 455/414.1
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

Methods and systems for supporting the remote monitoring and control of automatic call distribution systems are provided. In particular, an application for execution on a mobile device is provided. The application presents ACD system status information to a supervisor of the ACD system. The application additionally accepts control input from the supervisor, and can pass that control input to the ACD system server for action.

Claims

1. A method for controlling an automatic call distribution system, comprising:

providing a mobile device, the mobile device including a user input device and a user output device;

presenting by the user output device of the mobile device a user interface to a user, wherein the user interface includes at least a first data template;

loading first call distribution system data into memory on the mobile device, wherein at least some of the first call distribution system data is displayed in connection with the at least a first data template;

establishing a connection between the mobile device and an automatic call distribution system server;

using the connection between the mobile device and the automatic call distribution system server, obtaining by the mobile device second call distribution system data from the automatic call distribution system server and loading the second call distribution system data into memory on the mobile device, wherein at least some of the second call distribution system data is displayed in connection with the at least a first data template.

2. The method of claim 1, further comprising:

receiving a selection from the user of a first item displayed as part of the first data template;

in response to the received selection, displaying additional of at least one of the first call distribution system data and the second call distribution system data.

3. The method of claim 1, further comprising:

receiving a selection from the user of a first item displayed as part of the first data template;

in response to the received selection, obtaining by the mobile device third call distribution system data from the automatic call distribution system server and loading the third call distribution system data into memory on the mobile device, wherein at least some of the third call distribution system data is displayed in connection with one of the first data template and a second data template.

4. The method of claim 3, further comprising:

initiating a communication from the mobile device to a selected agent.

5. The method of claim 4, wherein the communication is transmitted from the mobile device to a workstation associated with the agent over a channel that is different than a channel used to transmit call distribution system data.

6. The method of claim 5, wherein the communication includes an email communication.

7. The method of claim 1, wherein the first call distribution system data includes biographical information concerning call distribution system agents.

8. The method of claim 4, wherein the first call distribution system data further includes photographs of call distribution system agents.

9. The method of claim 1, wherein the second call distribution system data includes information regarding a current status of a queue.

10. The method of claim 9, wherein current status information is displayed for a plurality of queues simultaneously.

11. The method of claim 1, wherein the connection between the mobile device and the call distribution system server includes a wireless connection.

12. The method of claim 11, wherein the connection between the mobile device and the call distribution system server further includes the Internet.

13. The method of claim 8, wherein the connection between the mobile device and the call distribution system server further includes a cellular data network.

14. A computer readable medium having stored thereon computer executable instructions, the computer readable instructions causing a processor to execute a method for facilitating mobile monitoring and control of an automatic call distribution system, the computer readable instructions comprising:

instructions to provide at least a first information template;

instructions to store data of a first type in a first storage operation;

instructions to display the data of a first type in connection with the first information template instructions to establish a connection with an automatic call distribution system server;

instructions to receive data of a second type in a second storage operation;

instructions to display the data of a second type in connection with the first information template, wherein the data of a second type includes updated information related to the automatic call distribution system.

15. The computer readable medium of claim 14, wherein the computer readable medium is included in a supervisor mobile device, and wherein the instructions are executed by a processor included in the supervisor mobile device.

16. The computer readable medium of claim 15, further comprising:

instructions to support text communications, wherein each of the data of a first type, data of a second type, and text communications use a different communication channel.

17. The computer readable medium of claim 16, wherein the supervisor mobile device includes a table computer.

18. A mobile device, comprising:

a communication interface;

a user output;

a user input;

a processor;

memory, wherein the memory has stored thereon;

first automatic call distribution system data, wherein the first automatic call distribution system data is loaded into the memory in a first storage operation;

second call distribution system data, wherein the second call distribution data is loaded into the memory in a second storage operation;

a monitor and control application, wherein the monitor and control application is executed by the processor and displays call center queue information to a user, wherein the first storage operation is performed prior to the display of call center queue information to the user, wherein the second storage operations is performed after the display of at least some call center queue information, and wherein the monitor and control application is operable to receive call distribution system control inputs from the user related to a call center queue.

19. The device of claim 18, further comprising:

a communication application stored in memory, wherein the communication application supports text communications.

20. The device of claim 18, wherein the mobile device is provided as a tablet computer, and wherein at least a first user output and an first user input are provided as a touch screen display.