Mobile monitoring for supervisors

• US 9,100,482 B2
• Filed: 06/25/2013
• Issued: 08/04/2015
• Est. Priority Date: 06/25/2013
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Thomson, Rodney A., Reynolds, Brian J.
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US13/926,879
• Publication Number:
  US 20140376711A1
• Time in Patent Office: 770 Days
• Field of Search: 379/265.06, 37926501-26503
• US Class Current: 1/1
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/20 with means for interrupting existing connections; with means for breaking-in on conversations
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A mobile service observing integration system efficiently utilizes multi-functional smart devices providing operating system support for native applications and application programming interface support for third-party applications, allowing seamless mobile communication between a contact center and its agents and supervisors.

Claims

1. A method, comprising:

providing a contact center supervisor with a communication device configured to interface with a plurality of electronic contact center data sources;

receiving a first set of contact center data from a first contact center data source, the first set of contact center data being received at the communication device via a first Application Programming Interface (API) and wherein the first set of contact center data comprises a metric of a conversation between a contact center agent and a customer and wherein the contact center agent is different from the supervisor;

receiving a second set of contact center data from a second contact center data source, the second set of contact center data being received at the communication device via a second API and wherein the second set of contact center data comprises a current context of the conversation between the contact center agent and the customer;

causing the first and second sets of contact center data to be displayed via a Graphical User Interface (GUI) of the communication device;

upon receiving a signal from the supervisor to the communication device, joining the supervisor to the exchange between the contact center agent and the customer without regard to the supervisor'"'"'s location or proximity to the agent;

determining a location of the supervisor; and

adjusting the data obtained from the first contact center data source based on the determined location of the supervisor.

2. The method of claim 1, wherein the first set of contact center data is displayed via the GUI as a default condition and wherein the second set of contact center data is displayed via the GUI in response to detecting that the contact center agent requires at least one of supervision and assistance in connection with servicing a work item.

3. The method of claim 2, wherein the first set of contact center data corresponds to performance data for the contact center agent.

4. The method of claim 2, wherein the second set of contact center data corresponds to at least one of a recording and transcription of an exchange between the contact center agent and the customer associated with the work item.

5. The method of claim 4, wherein the at least one of a recording and transcription is automatically provided to the supervisor based, at least in part, upon detecting that the contact center agent is not meeting at least one service objective.

6. The method of claim 4, wherein the second API includes a speech-to-text conversion capability and wherein the first API includes a database query capability.

7. The method of claim 4, further comprising:

providing the supervisor with the second set of contact center data;

determining that the supervisor has reviewed the second set of contact center data; and

subsequent to determining that the supervisor has reviewed the second set of contact center data, thereby confirming that the supervisor is aware of a current context of conversation between the contact center agent and customer, joining the supervisor to the exchange between the contact center agent and the customer.

8. The method of claim 1, wherein the adjusting comprises changing a database query to the first contact center data source, thereby retrieving a modified first set of contact center data from the first contact center data source that is specific to the determined location of the supervisor.

9. A non-transitory computer-readable medium comprising processor-executable instructions, the instruction comprising:

instructions configured to provide, by a processor, a contact center supervisor with a communication device configured to interface with a plurality of electronic contact center data sources;

instructions configured to receive a first set of contact center data from a first contact center data source, the first set of contact center data being received at the communication device via a first Application Programming Interface (API) and wherein the first set of contact center data comprises a metric of a conversation between a contact center agent and a customer and wherein the contact center agent is different from the supervisor;

instructions configured to receive a second set of contact center data from a second contact center data source, the second set of contact center data being received at the communication device via a second API and wherein the second set of contact center data comprises a current context of the conversation between the contact center agent and the customer;

instructions configured to cause the first and second sets of contact center data to be displayed via a Graphical User Interface (GUI) of the communication device; and

instructions configured to cause, upon receiving a signal from the supervisor to the communication device, the joining of the supervisor to the exchange between the contact center agent and the customer without regard to the supervisor'"'"'s location or proximity to the agent;

instructions configured to determine a location of the supervisor;

instructions configured to adjust the data obtained from the first contact center data source based on the determined location of the supervisor.

10. The non-transitory computer-readable medium of claim 9, wherein the first set of contact center data is displayed via the GUI as a default condition and wherein the second set of contact center data is displayed via the GUI in response to detecting that the contact center agent requires at least one of supervision and assistance in connection with servicing a work item.

11. The non-transitory computer-readable medium of claim 10, wherein the first set of contact center data corresponds to performance data for the contact center agent.

12. The non-transitory computer-readable medium of claim 10, wherein the second set of contact center data corresponds to at least one of a recording and transcription of an exchange between the contact center agent and the customer associated with the work item.

13. The non-transitory computer-readable medium of claim 12, wherein the at least one of a recording and transcription is automatically provided to the supervisor based, at least in part, upon detecting that the contact center agent is not meeting at least one service objective.

14. The non-transitory computer-readable medium of claim 12, wherein the second API includes a speech-to-text conversion capability and wherein the first API includes a database query capability.

15. The non-transitory computer-readable medium of claim 12, the instruction further comprising:

instructions configured to provide the supervisor with the second set of contact center data;

instructions configured to determine that the supervisor has reviewed the second set of contact center data;

subsequent to determining that the supervisor has reviewed the second set of contact center data, instructions configured to confirm that the supervisor is aware of a current context of conversation between the contact center agent and customer; and

instructions configured to join the supervisor to the exchange between the contact center agent and the customer.

16. The non-transitory computer-readable medium of claim 12, the instruction further comprising:

wherein the adjusting comprises changing a database query to the first contact center data source, instructions configured to retrieve a modified first set of contact center data from the first contact center data source that is specific to the determined location of the supervisor.

17. A communication system, comprising:

a mobile service observing module configured to provide a contact center supervisor with a communication device configured to interface with a plurality of electronic contact center data sources and performs the following operations;

receive a first set of contact center data from a first contact center data source, the first set of contact center data being received at the communication device via a first Application Programming Interface (API), wherein the first set of contact center data comprises a metric of a conversation between a contact center agent and a customer and wherein the contact center agent is different from the supervisor;

receive a second set of contact center data from a second contact center data source, the second set of contact center data being received at the communication device via a second API, wherein the second set of contact center data comprises a current context of the conversation between the contact center agent and the customer;

cause the first and second sets of contact center data to be displayed via a Graphical User Interface (GUI) of the communication device, wherein the first set of contact center data is displayed via the GUI as a default condition, wherein the second set of contact center data is displayed via the GUI in response to detecting that a contact center agent requires at least one of supervision and assistance in connection with servicing a work item;

upon receiving a signal from the supervisor to the communication device, joining the supervisor to the exchange between the contact center agent and the customer without regard to the supervisor'"'"'s location or proximity to the agent;

determine a location of the supervisor; and

adjust the data obtained from the first contact center data source based on the determined location of the supervisor.

18. The system of claim 17, further comprising:

a mobile service observing module configured to perform the following operations;

provide the supervisor with the second set of contact center data;

determine that the supervisor has reviewed the second set of contact center data; and

subsequent to determining that the supervisor has reviewed the second set of contact center data, thereby confirm that the supervisor is aware of a current context of conversation between the contact center agent and customer, join the supervisor to the exchange between the contact center agent and the customer;

wherein the adjusting comprises changing a database query to the first contact center data source, thereby retrieve a modified first set of contact center data from the first contact center data source that is specific to the determined location of the supervisor.

19. The system of claim 17, wherein the device comprises at least one of a personal computer, laptop, tablet, cellular phone, smartphone, and telephone.