CONTACT CENTER ADMINISTRATION VIA TEXT STREAM INTERACTION

• US 20160182718A1
• Filed: 12/17/2014
• Published: 06/23/2016
• Est. Priority Date: 12/17/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: McCormack, Tony, Yoakum, John H.
• Granted Patent: US 10,477,019 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• 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 a metric value that quantifies a metric of a contact center;

determining that the metric value is not a desired value;

in response to determining that the metric value is not the desired value, generating a first metric message text stream;

generating a contact center action set comprising at least one contact center action that is associated with the first metric message text stream;

determining a metric message identifier (ID) that is associated with the first metric message text stream;

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

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

2. The method of claim 1, wherein the metric value identifies 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, and an agent conformance to regulatory policy.

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

4. The method of claim 1, wherein determining that the metric value is not the desired value comprises:

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

determining, based on the user profile, the desired value.

5. The method of claim 1, wherein generating the first metric message text stream comprises:

determining a metric message template associated with the metric; and

generating the first metric message text stream based on the metric message template and the metric.

6. The method of claim 1, further comprising:

receiving a message response;

determining that the message response is associated with the contact center action set;

accessing the contact center action set; and

performing 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 a 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, wherein generating the contact center action set comprises:

accessing a contact center action template associated with the metric; and

generating the contact center action set based on the contact center action template.

9. The method of claim 8, further comprising:

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

obtaining a contact center action parameter value from the user profile; and

generating the contact center action set based on the contact center action parameter value.

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 defined processing sequence that is dependent on a received response from a user; and

storing the contact center action set in the storage.

11. The method of claim 10, further comprising:

receiving a message response;

determining that the message response is associated with the contact center action set;

accessing the contact center action set;

determining a current sequence location within the defined processing sequence;

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

performing 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 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 a metric of a contact center;

determine that the metric value is not a desired value;

in response to determining that the metric value is not the desired value, generate a first metric message text stream;

generate a contact center action set comprising at least one contact center action that is associated with the first metric message text stream;

determine a metric message identifier (ID) that is associated with the first metric message text stream;

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

send the first metric message text stream to a remote 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;

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 non-transitory computer-readable storage medium and including instructions configured to cause a processor to carry out the steps of:

obtaining a metric value that quantifies a metric of a contact center;

determining that the metric value is not a desired value;

in response to determining that the metric value is not the desired value, generating a first metric message text stream;

generating a contact center action set comprising at least one contact center action that is associated with the first metric message text stream;

determining a metric message identifier (ID) that is associated with the first metric message text stream;

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

sending the first metric message text stream to a 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;

accessing the contact center action set; and

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

22. A computing device, comprising:

a communication interface configured to communicate with a network;

a display; and

a controller comprising a processor coupled to the communication interface and the display and configured to;

receive a metric message text stream from an automated contact center device;

scroll the metric message text stream across the display;

analyze imagery of an eye system of a user;

detect an eye control movement of the user based on the imagery;

determine that the eye control movement comprises a response to the metric message text stream; and

communicate the response to the automated contact center device.