Tracking agent call processing locations in connection with an automatic call distribution system

• US 6,816,733 B1
• Filed: 12/30/1999
• Issued: 11/09/2004
• Est. Priority Date: 12/30/1999
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Shambaugh, Craig R., Dezonno, Anthony J., Power, Mark J., Baker, Daniel F.
• Primary Examiner(s): APPIAH, CHARLES NANA
• Application Number:
  US09/476,750
• Time in Patent Office: 1,776 Days
• Field of Search: 455/445, 455/456.1, 455/422.1, 455/457, 455/560, 455/518, 455/519, 455/520, 342/450, 342/456.1, 379/216, 379/265.01, 379/266.01, 379/265.02, 379/201.06, 379/201.07, 379/912, 379/913, 370/370, 370/271, 370/352
• US Class Current: 455/456.1
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04W 60/00 Affiliation to network, e.g. registration; Terminating affiliation with the network, e.g. de-registration
• CPC Class Codes: H04W 8/08 Mobility data transfer

Abstract

Method and apparatus for determining and tracking the locations of agents using wireless units to process calls directed through an automatic call distribution system. Based on signals with different cells or based on independent navigation information, locations of wireless units can be monitored and stored for later analysis. In addition, location information can be compared to an agent location schedule to determine adherence and provide adherence reports.

Claims

1. A method of tracking and reporting agent location information in an automatic call distributor (ACD) system having one or more wireless agents operating wireless communication units to process calls directed through the ACD system, the method comprising:

determining location information for one or more wireless agents in connection with a call to an agent;

storing at least a portion of the location information in association with a call identifier; and

reporting at least a portion of the agent location information for at least one wireless agent;

wherein the reporting includes at least one of a) reporting amounts of time the at least one agent spends in different locations, b) reporting composite amounts of time a group of the one or more agents spends in different locations, c) reporting different locations of the at least one agent in connection with the call, d) reporting composite agent location information in connection with calls to agents, and e) reporting a specific time associated with at least one activity in connection with the call.

2. The method as in claim 1 wherein the ACD system includes a wireless system having a plurality of cells of known location and wherein the determining step comprises examining signals transmitted between a wireless agent unit and at least one of the cells and identifying the cell with the strongest signals.

3. The method as in claim 1 wherein the ACD system includes a wireless system having a plurality of cells of known location and wherein the determining step comprises identifying the cell with the clearest signals.

4. The method as in claim 1 wherein the wireless communication units utilize spread spectrum modulation.

5. The method as in claim 1 wherein the ACD system includes a wireless system having a plurality of cells of known location and wherein the determining step comprises examining signals which are transmitted by different cells of the plurality of cells and received by at least one agent wireless unit.

6. The method as in claim 1 wherein the determining step comprises utilizing GPS signals to determine at least a portion of the location information.

7. The method as in claim 1 wherein the step of reporting comprises providing the agent location information to a real time information display.

8. The method as in claim 1 wherein the step of reporting comprises generating an alarm in response to the location information deviating from a schedule.

9. The method as in claim 1 wherein the storing step includes storing data reflecting at least a wireless unit identifier and a location code.

10. The method as in claim 9 wherein the storing step includes entry of data in a table with fields for at least two of a) an activity code, b) a call type, c) a wireless unit identifier, and d) a location code.

11. The method as in claim 1 further comprising the step of reporting an agent'"'"'s location based on the stored information.

12. The method of claim 1 wherein the ACD system includes a wireless system having a plurality of cells and wherein the determining step comprises determining at least a portion of the agent location information from position information transmitted by the agent'"'"'s wireless unit which is derived independently of the cells.

13. The method as in claim 12 wherein the determining step further comprises deriving the position information from navigation system signals transmitted from points of ascertainable locations.

14. The method as in claim 12 wherein the determining step further comprises deriving the position information at least partially from an inertial navigation system.

15. The method as in claim 1 further comprising the steps of maintaining historical location information and identifying desirable agent locations for identified tasks based upon the historical location information.

16. The method as in claim 1 wherein at least one wireless unit can handle voice and at least one can handle data communications and further comprising the step of determining location information separately for voice and data communications.

17. The method as in claim 1 further comprising the step of comparing the agent location information to an agent location schedule and detecting deviation of agent location from scheduled agent location.

18. The method as in claim 1 wherein the wireless communications units utilized fixed frequency modulation.

19. The method as in claim 1 wherein the wireless communications units utilized a data IP packet transmission modulation.

20. The method as in claim 1 wherein the step of reporting comprises providing agent location information and other agent information to a database report.

21. The method as in claim 1 wherein location information for data is stored separate from voice location information for at least a portion of any data transmitted.

22. The method as in claim 1,

wherein the ACD system includes a wireless system having a plurality of cells for transmitting separate voice and data transmissions;

wherein the determining step uses one of the separate voice and data transmissions; and

further comprising the step of the other, of the voice and data transmissions, tracking the location information determined in the determining step.

23. A location tracking system in an automatic call distribution (ACD) system including a wireless controller system, with a plurality of cells for transmitting separate voice and data transmissions, and at least one wireless unit comprising:

a) locator circuitry which determines location information of at least one unit of the at least one wireless units, in connection with a call directed through the ACD system to the at least one unit, using the separate voice transmissions;

b) tracking circuitry for the data transmissions to track the location information determined by the locator circuitry;

c) memory in which location information is stored; and

d) report generator which reports agent location information for at least one wireless agent within the ACD system.

24. The apparatus as in claim 23 wherein the location of at least one wireless unit can be determined by identifying a single cell with the strongest signals.

25. The apparatus as in claim 23 wherein the location of at least one wireless unit can be determined by identifying the single cell with the clearest signals.

26. The apparatus as in claim 23 wherein the report generator determines deviation between a location schedule and the location information and generates a deviation report.

27. The apparatus as in claim 23 further comprising a data terminal, wherein the location of the one unit can be monitored real time by access to the data terminal.

28. The apparatus as in claim 23 wherein the report generator generates an alarm in response to detection of deviation between the location information and an agent location schedule.

29. The apparatus as in claim 23 wherein the memory comprises a table with fields for at least a wireless unit identifier and a location code.

30. The apparatus as in claim 23 wherein the report generator generates both a location information report and a deviation report.

31. The apparatus as in claim 30 wherein the report generator generates location information reports and deviation reports in real time.

32. The apparatus as in claim 23, wherein the memory comprises a table with fields for at least a call identifier and a location code.

33. An apparatus for tracking and reporting agent location information in an automatic call distributor (ACD) system including a wireless system, with a plurality of cells for transmitting separate voice and data transmissions, and having at least one wireless unit, the apparatus comprising:

means for determining agent location information for one or more of the agents, in connection with a call directed through the ACD system to an agent, using the separate voice transmissions;

means for the data transmissions to track the location information determined by the determining means;

means for storing at least a portion of the agent location information in association with a call identifier; and

means for reporting agent location information for at least one agent.

34. The apparatus as in claim 33 wherein the determining means comprises means for identifying a single cell with the strongest signals.

35. The apparatus of claim 33 wherein the determining means comprises means for identifying a single cell with the clearest signals.

36. The apparatus of claim 33 wherein the determining means comprises means for examining strength of the signals between the wireless unit and a plurality of the cells.

37. The apparatus of claim 33 further comprising means for displaying information real time and means for providing at least one agent'"'"'s location to the displaying means.

38. The apparatus of claim 33 wherein the reporting means comprises means for generating an alarm in response to the location information deviating from an agent location schedule.

39. The apparatus as in claim 38 wherein the means for reporting comprises means for comparing agent location information to an agent location schedule to determine deviation information.

40. The apparatus of claim 33 wherein the means for determining agent location information utilizes position information transmitted by the wireless unit at least a portion of which is derived independently of the at least one cell.

41. The apparatus of claim 40 further comprising means for comparing the location information to an agent location schedule to detect deviations from the schedule.