Configuring a virtual reality environment in a contact center

• US 9,251,504 B2
• Filed: 05/15/2012
• Issued: 02/02/2016
• Est. Priority Date: 08/29/2011
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Chavez, David L.
• Primary Examiner(s): Tung, Kee M
• Assistant Examiner(s): Gray, Ryan M
• Application Number:
  US13/471,954
• Publication Number:
  US 20130051548A1
• Time in Patent Office: 1,358 Days
• Field of Search: 345/419
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/101 Collaborative creation, e.g. joint development of products or services
• CPC Class Codes: G06Q 10/103 Workflow collaboration or project management
• CPC Class Codes: G06T 19/006 Mixed reality object pose determination, tracking or camera calibration for mixed reality G06T7/00

Abstract

A system and method are provided. A virtual reality environment rendering module provides a virtual reality environment representative of one or more of a contact center, a predictive dialer, and a media collaboration session. The virtual reality environment is configured based on collected information of various types.

Claims

1. A method, comprising:

providing a contact center for directing customer contacts to contact center resources, managing customer contacts, and/or servicing customer contacts by contact center resources;

providing, by a microprocessor executable virtual reality module, a virtual reality environment associated with the contact center, the virtual reality environment comprising a plurality of virtual reality objects, a first virtual reality object being associated with a human entity to be serviced and a second virtual reality object being associated with a human contact center resource for servicing the human entity to be serviced; and

performing at least one of the following steps;

(i) selecting, based on collected information, a type, number, position, and/or characteristic of a selected virtual reality object in the virtual reality environment, wherein the collected information is one or more of;

contact ID, contact type, contact media type, outbound contact initiation method, customer ID, customer presence, data source ID, party ID, party role start date/time, contact direction, contact direction description, contact purpose, contact reason, contact media interaction disposition, contact disposition, contact wait treatment/time, resource identifier, resource type, resource contact information, resource group identifier and/or information, resource percentage time in state by state identifier, current resource state, resource skill, resource skill level, resource performance statistic and/or metric, customer class, customer contact information, customer value indicator, customer historic business level and/or purchase, contact history, contact or contact queue details, longest wait time, percentage of calls answered, average answer time, trunk or trunk group details, and contact center and/or predictive dialer performance statistic, policy, and/or objective; and

(ii) changing, based on a detected change in the collected information, a type, number, position, and/or characteristic of the selected virtual reality object in the virtual reality environment, wherein the collected information is one or more of;

a selected resource percentage time in state by state identifier, a current state of the resource, a skill of the resource, a skill level for the resource, a performance statistic of the resource, first-call resolution, service level/response time, average, predicted, forecasted, actual, or mean wait time, forecasting accuracy, service level compliance rate, agent occupancy, conversion rate, up-sell/cross-sell rate, cost per call, serviced entity complaint, first contact resolution rate, transfer rate, number of escalations, and call abandon rate, a time the resource spends reviewing daily alerts or special promotions, a time the resource spends logged into a relevant application, a time the resource spends organizing his or her workspace before servicing a contact, a contact wrap-up activity by the resource, average or total contact handle time by the resource, average speed of answer by the resource, adherence to schedule by the resource, contact service quality by the resource, competency of the resource, resource peak performance index, transfer rate, communication skill of the resource, adherence to a procedure by the resource, and serviced entity satisfaction, wherein, for each of (i) and (ii), the selected virtual reality object corresponds to one of the human entity to be serviced and the human resource for servicing the entity to be serviced and the virtual reality environment simultaneously comprises virtual reality objects for multiple human entities to be serviced.

2. The method of claim 1, wherein step (i) is performed and wherein the collected information is one or more of:

contact ID, contact type, contact media type, outbound contact initiation method, customer ID, customer presence, data source ID, party ID, party role start date/time, contact direction, contact direction description, contact purpose, contact reason, contact media interaction disposition, contact disposition, contact wait treatment/time, resource identifier, resource type, resource contact information, resource group identifier and/or information, resource percentage time in state by state identifier, current resource state, resource performance statistic and/or metric, customer class, customer contact information, customer value indicator, customer historic business level and/or purchase, contact history, contact or contact queue details, longest wait time, percentage of calls answered, average answer time;

trunk or trunk group details, and contact center and/or predictive dialer performance statistic, policy, and/or objective.

3. The method of claim 1, wherein step (ii) is performed and wherein the collected information is one or more of:

a selected resource percentage time in state by state identifier, a performance statistic of the resource, first-call resolution, service level/response time, average, predicted, forecasted, actual, or mean wait time, forecasting accuracy, service level compliance rate, agent occupancy, conversion rate, up-sell/cross-sell rate, cost per call, serviced entity complaint, first contact resolution rate, transfer rate, number of escalations, and call abandon rate, a time the resource spends reviewing daily alerts or special promotions, a time the resource spends logged into a relevant application, a time the resource spends organizing his or her workspace before servicing a contact, a contact wrap-up activity by the resource, average or total contact handle time by the resource, average speed of answer by the resource, adherence to schedule by the resource, contact service quality by the resource, competency of the resource, resource peak performance index, transfer rate, communication skill of the resource, adherence to a procedure by the resource, and serviced entity satisfaction.

4. The method of claim 1, wherein a first virtual reality environment is presented to the resource and a second virtual reality environment is provided to the entity to be serviced, and wherein the first and second virtual reality environments are different.

5. The method of claim 1, wherein the collected information is information received from a federated database maintained by a third party and wherein the federated database is maintained by an online community.

6. The method of claim 1, wherein the selected virtual reality object is not representative of a resource, work item, or customer, wherein an avatar representative of the resource or an entity to be serviced is able to move within the virtual reality environment in response to a command received from the respective resource or entity to be serviced, wherein the entity to be serviced is at least one of a work item and customer, wherein the resource is a human agent, and wherein the collected information is a trigger event arising from at least one of a movement of the avatar within a coordinate system of the virtual reality environment and a sensed focus of the avatar.

7. The method of claim 1, wherein the selected or changed characteristic is intended to provide information to and/or influence a selection of the resource and/or entity to be serviced.

8. The method of claim 7, wherein the changed virtual reality object is associated with a work item or customer and wherein the characteristic is changed by changing an appearance of the virtual reality object and/or voice characteristic and/or behavior of the virtual reality object.

9. The method of claim 7, wherein the changed virtual reality object is associated with a resource and wherein the characteristic is changed by changing an appearance of the virtual reality object and/or voice characteristic and/or behavior of the virtual reality object.

10. The method of claim 1, wherein the at least one of the resource and entity to be serviced is represented in the virtual reality environment as an avatar, wherein the avatar is able to move within the virtual reality environment in response to a command received from the respective resource or entity to be serviced, and wherein, when the avatar is within a defined spatial proximity of an object, the avatar is at least one of provided with information about the object and a media stream involving the object and a resource or customer other than the at least one of the resource and entity to be serviced.

11. The method of claim 1, wherein the contact center comprises a predictive dialer, wherein the at least one of the resource and entity to be serviced is represented in the virtual reality environment as an avatar, wherein the avatar is able to move within the virtual reality environment in response to a command received from the respective resource or entity to be serviced, and wherein, when the avatar is within a defined spatial proximity of an object, a session is initiated automatically with an entity associated with the object and, when the avatar moves out of the defined spatial proximity, the session is disconnected automatically.

12. The method of claim 1, wherein the virtual reality environment is configured for likes and dislikes of a selected customer receiving the virtual reality environment and wherein different customers receive differing virtual reality environments.

13. A tangible and non-transitory computer readable medium comprising microprocessor executable instructions that, when executed by the processor, perform the steps of claim 1.

14. A system, comprising:

a plurality of resource communication devices corresponding to a plurality of human resources to service work items, each work item corresponding to a customer;

a work assignment engine operable to assign entities to be serviced to human resources for servicing; and

a microprocessor executable virtual reality module operable to provide a virtual reality environment comprising a plurality of objects, a first object being associated with an entity to be serviced and a second object being associated with a human resource for servicing the entity to be serviced, and select and/or change a characteristic of a selected one of the first and second objects to provide information to and/or influence a selection of the entity to be serviced and human resource, respectively, wherein a common virtual reality environment simultaneously comprises objects for multiple entities to be serviced and wherein at least one of the following is true;

(i) the selected object is the first object, the entity to be serviced being a work item and/or customer, wherein the characteristic is changed, before the entity is serviced by the human resource, by changing an appearance and/or voice characteristic and/or behavior of the selected object; and

(i) the selected object is the second object, wherein the characteristic is changed, before the entity is serviced by the human resource, by changing an appearance and/or voice characteristic and/or behavior of the selected object.

15. The system of claim 14, wherein the virtual reality module selects a type, number, position, and/or characteristic of an object based on collected information and wherein the collected information is one or more of:

contact ID, contact type, contact media type, outbound contact initiation method, customer ID, customer presence, data source ID, party ID, party role start date/time, contact direction, contact direction description, contact purpose, contact reason, contact media interaction disposition, contact disposition, contact wait treatment/time, resource identifier, resource type, resource contact information, resource group identifier and/or information, resource percentage time in state by state identifier, current resource state, resource performance statistic and/or metric, customer class, customer contact information, customer value indicator, customer historic business level and/or purchase, contact history, contact or contact queue details, longest wait time, percentage of calls answered, average answer time;

trunk or trunk group details, and contact center and/or predictive dialer performance statistic, policy, and/or objective.

16. The system of claim 14, wherein the virtual reality module changes a type, number, position, and/or characteristic of an object based on a detected change in the collected information and wherein the collected information is one or more of:

a selected resource percentage time in state by state identifier, a performance statistic of the resource, first-call resolution, service level/response time, average, predicted, forecasted, actual, or mean wait time, forecasting accuracy, service level compliance rate, agent occupancy, conversion rate, up-sell/cross-sell rate, cost per call, serviced entity complaint, first contact resolution rate, transfer rate, number of escalations, and call abandon rate, a time the resource spends reviewing daily alerts or special promotions, a time the resource spends logged into a relevant application, a time the resource spends organizing his or her workspace before servicing a contact, a contact wrap-up activity by the resource, average or total contact handle time by the resource, average speed of answer by the resource, adherence to schedule by the resource, contact service quality by the resource, competency of the resource, resource peak performance index, transfer rate, communication skill of the resource, adherence to a procedure by the resource, and serviced entity satisfaction.

17. The system of claim 14, wherein a first virtual reality environment is presented to the resource and a second virtual reality environment is provided to the entity to be serviced, and wherein the first and second virtual reality environments are different.

18. The system of claim 14, wherein the collected information is information received from a federated database maintained by a third party and wherein the federated database is maintained by an online community.

19. The system of claim 14, wherein (i) is true, wherein the object is not representative of a resource, work item, or customer, wherein an avatar representative of the resource or an entity to be serviced is able to move within the virtual reality environment in response to a command received from the respective resource or entity to be serviced, wherein the entity to be serviced is at least one of a work item and customer, wherein the resource is a human agent, and wherein the collected information is a trigger event arising from at least one of a movement of the avatar within a coordinate system of the virtual reality environment and a sensed focus of the avatar.

20. The system of claim 14, wherein the at least one of the resource and entity to be serviced is represented in the virtual reality environment as an avatar, wherein the avatar is able to move within the virtual reality environment in response to a command received from the respective resource or entity to be serviced, and wherein, when the avatar is within a defined spatial proximity of an object, the avatar is at least one of provided with information about the object and a media stream involving the object and a resource or customer other than the at least one of the resource and entity to be serviced.

21. The system of claim 14, wherein (ii) is true, wherein the at least one of the resource and entity to be serviced is represented in the virtual reality environment as an avatar, wherein the avatar is able to move within the virtual reality environment in response to a command received from the respective resource or entity to be serviced, and wherein, when the avatar is within a defined spatial proximity of an object, a session is initiated automatically with an entity associated with the object and, when the avatar moves out of the defined spatial proximity, the session is disconnected automatically.

22. The method of claim 14, wherein the virtual reality environment is configured for likes and dislikes of a selected customer receiving the virtual reality environments and wherein different customers receive differing virtual reality environments.