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System for group supervision

  • US 9,424,579 B2
  • Filed: 12/14/2011
  • Issued: 08/23/2016
  • Est. Priority Date: 03/22/2011
  • Status: Active Grant
First Claim
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1. A system comprising:

  • one or more computer systems, each system comprising a processor and memory with the one or more computer systems configured to;

    receive from a plurality of client systems a corresponding plurality of information feeds pertaining to real-time communications between a corresponding plurality of customer service representatives and a corresponding plurality of customers;

    analyze conversations derived from the information feeds;

    determine the presence of conditions in the conversations;

    determine, in real-time based on the analysis of the conversations and presence of conditions in the conversations in the information feeds, a status level to assign to at least some of the real-time communications between the corresponding ones of customer service representatives and customers;

    generate communication status level messages that comprise the determined status levels for the at least some of the real-time communications;

    generate positional information of client systems in a field of view of a display device, with the display device being embodied in a set of eyeglasses;

    associate corresponding communication status level messages with corresponding ones of the client systems within the field of view; and

    generate a real-world visual representation of the client systems, and a set of communication status level informational depictions corresponding to the corresponding generated communication status level messages, which when rendered on the display device in the set of eyeglasses are rendered in juxtaposition with corresponding representations of the client systems within the field of view of the display device in the set of eyeglasses according to the generated positional information.

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