Auto-detection of environment for mobile agent
First Claim
Patent Images
1. A method, comprising:
- analyzing an environment surrounding a potential participant to a first call;
determining whether the environment surrounding the potential participant comprises noise that violates a noise threshold set for calls involving the potential participant;
limiting the potential participant'"'"'s ability to participate in a future call unless and until the environment surrounding the potential participant complies with the noise threshold;
determining that the first call has completed;
in response to determining that the first call has completed, re-analyzing the environment surrounding the potential participant; and
re-determining whether the environment surrounding the potential participant comprises noise that violates the noise threshold set for calls involving the potential participant.
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Abstract
An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective action on detected noise issues prior to work assignment facilitates an effective and efficient environment appropriate for agents to handle contact center work.
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Citations
20 Claims
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1. A method, comprising:
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analyzing an environment surrounding a potential participant to a first call; determining whether the environment surrounding the potential participant comprises noise that violates a noise threshold set for calls involving the potential participant; limiting the potential participant'"'"'s ability to participate in a future call unless and until the environment surrounding the potential participant complies with the noise threshold; determining that the first call has completed; in response to determining that the first call has completed, re-analyzing the environment surrounding the potential participant; and re-determining whether the environment surrounding the potential participant comprises noise that violates the noise threshold set for calls involving the potential participant. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A non-transitory computer-readable medium comprising processor-executable instructions, that when read by a processor the instructions cause the processor to perform:
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analyzing an environment surrounding a potential participant to a call; determining whether the environment surrounding the potential participant comprises noise that violates a noise threshold set for calls involving the potential participant; limiting the potential participant'"'"'s ability to participate in a future call unless and until the environment surrounding the potential participant complies with the noise threshold; allowing the potential participant to engage in a first call; determining that the first call has completed; in response to determining that the first call has completed, re-analyzing the environment surrounding the potential participant; and re-determining whether the environment surrounding the potential participant comprises noise that violates the noise threshold set for calls involving the potential participant. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A communication system, comprising:
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an environmental correction module configured to analyze an environment surrounding a potential participant to a call and perform the following operations; determine, whether the environment surrounding the potential participant comprises noise that violates a noise threshold set for calls involving the potential participant; and limit the potential participant'"'"'s ability to participate in a future call unless and until the environment surrounding the potential participant complies with the noise threshold; an environmental correction module configured to perform the following operations; allow the potential participant to engage in a first call; determine that the first call has completed; in response to determining that the first call has completed, re-analyze the environment surrounding the potential participant; and re-determine whether the environment surrounding the potential participant comprises noise that violates the noise threshold set for calls involving the potential participant. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification