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

• Current Assignee: FMR LLC
• Original Assignee: FMR LLC
• Inventors: Martin, David
• Primary Examiner(s): Gillis, Brian J
• Assistant Examiner(s): TOKUTA, SHEAN S
• Application Number:
  US13/325,296
• Publication Number:
  US 20120246222A1
• Time in Patent Office: 1,714 Days
• Field of Search: 709/203, 709/224
• US Class Current: 1/1
• CPC Class Codes: G02B 2027/0138 comprising image capture systems, e.g. camera
• CPC Class Codes: G02B 2027/014 comprising information/image processing systems
• CPC Class Codes: G02B 2027/0141 characterised by the informative content of the display
• CPC Class Codes: G02B 2027/0178 Eyeglass type eyeglass details G02C
• CPC Class Codes: G02B 27/0172 characterised by optical features
• CPC Class Codes: G06F 3/167 Audio in a user interface, e.g. using voice commands for navigating, audio feedback
• CPC Class Codes: G06Q 30/00 Commerce
• 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 system includes one or more computer systems configured to receive a plurality of information streams from a corresponding plurality of client systems that have a defined geographic position, analyze the information feeds, generate messages based on the analysis of the information feeds, generate positional information associated with the messages, and generate a set of informational depictions of the generated messages, with the informational depictions of the messages when rendered on a display device are rendered in juxtaposition with representations of the client systems according to the generated positional information.

Claims

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.

2. The system of claim 1 wherein at least one of the information feeds comprising information specifying a physical location of the corresponding client system.

3. The system of claim 1 wherein the system is further comprises the set of eyeglasses, and the system is further configured to:

receive an image by the set of eyeglasses as the visual representation of the client systems; and

augment the image with the set of communication status level informational depictions of the generated communication status level messages in juxtaposition with the representations of the client systems in the image.

4. The system of claim 3 wherein the system is further configured to:

cause the communication status level informational depictions to be projected onto the display device in the set of eyeglasses, as pictorial representations including text information regarding the information feeds being analyzed.

5. The system of claim 1 wherein the system is further configured to:

generate the communication status level informational depictions with a color that indicates a level of severity of the communication status level informational depictions for display by the display device in the set of eyeglasses.

6. The system of claim 1, further comprising:

a portable computing system configured to;

receive the generated set of communication status level informational depictions; and

a set of eyeglasses comprising the display device configured to receive the generated set of communication status level informational depictions from the portable computing system.

7. The system of claim 3 wherein the one or more computer systems are further configured to:

generate the image and an environment containing the client systems; and

generate the communication status level informational depictions as pictorial representations depicted over corresponding client systems.

8. The system of claim 1 wherein the one or more computer systems are further configured to:

generate the communication status level informational depictions as pictorial representations of text derived from analysis of the informational feeds; and

generate positional information corresponding to the pictorial representations of the client systems in the image such that the pictorial representations are depicted over the client systems depicted in the image.

9. The system of claim 1, further comprising:

at least one image capture device, with the one or more computers, further configured to;

receive an image from the at least one image capture device to capture an image of a room with the client systems.

10. The system of claim 1 wherein the one or more computer systems are further configured to:

receive a map of an area in which the client systems are located, with the client systems having pre-determined location information that is stored;

analyze the received map to produce positional information regarding the client systems in the visual representation; and

generate the positional information for the depictions over client systems in the image in part from the stored pre-determined location information of the client systems.

11. The system of claim 1 wherein the one or more computer systems are further configured to:

receive a map of an area in which the client systems are located;

analyze the received map to produce positional information regarding the client systems in the visual representation; and

generate the communication status level informational depictions to be disposed over the representations in the visual representation of those client systems in the client systems that are contained in the visual representation at the time of generation of the visual representation.

12. The system of claim 1 further comprising:

a set of devices positioned about an area containing the client systems, the devices configured to transmit signals into the area;

a computer system configured to receive information from the set of devices; and

determine the position of the display device relative to the client systems.

13. The system of claim 12 wherein the one or more computer systems are further configured to:

receive positional information from the computer system;

analyze the received positional information from the computer system to determine the relative position of the display with respect to the client systems located in the environment; and

cause the one or more computers to position the communication status level informational depictions from over the depicted representations of those client systems in the client systems in the visual representation.

14. A computer program product tangibly stored on a computer readable storage device, the computer program product comprising instructions to cause a processor 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.

15. The computer program product of claim 14 wherein at least one of the information feeds includes information specifying a physical location of the client systems;

and the instructions to generate the real-world visual representation, further comprises instructions to;

apply the information specifying a physical location, to determine the juxtaposition of the communication status level informational depictions with respect to the representations of the client systems.

16. The computer program product of claim 14 further comprising instructions to:

receive an image depicting the representations of the client systems; and

augment the image with the set of communication status level informational depictions of the generated messages in juxtaposition with corresponding ones of the representations of the client systems in the image.

17. The computer program product of claim 14 further comprising instructions to:

cause the communication status level informational depictions to be projected onto the display device in the set of eyeglasses, as pictorial representations including text information regarding the information feeds being analyzed.

18. The computer program product of claim 14 further comprising instructions to:

generate the representations of the client systems; and

cause the communication status level informational depictions to be projected onto a set of eyeglasses comprising a display device configured to receive the communication status level informational depictions and the generated representation of the client systems.

19. The computer program product of claim 14 further comprising instructions to:

generate an image an environment containing the client systems as the visual representation; and

generate the communication status level informational depictions as pictorial representations depicted over corresponding client systems.

20. The computer program product of claim 14 further comprising instructions to:

generate positional information corresponding to the pictorial representations of the client systems in the visual representation such that the informational depictions are depicted over the client systems depicted in the visual representation.

21. The computer program product of claim 14 further comprising instructions to:

receive a map of an area in which the client systems are located; and

analyze the received visual representation to produce positional information regarding the client systems in the visual representation.

22. The computer program product of claim 14 further comprising instructions to:

receive a map of an area in which the client systems are located;

analyze the received map to produce positional information regarding the client systems; and

generate the informational depictions to be disposed over the representations in the visual representation of those client systems in the client systems that are contained in the map at the time of generation of an image.

23. A method comprising:

receiving 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, with the plurality of information feeds received from a corresponding plurality of client systems that are associated with the customer service representatives and are in defined locations;

analyzing by the one or more computers, conversations derived from the information feeds;

determining by the one or more computers, from the conversations the presence of conditions;

determining, by the one or more computers, 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;

generating by the one or more computer systems communication status level messages that comprise the determined status levels for the at least some of the real-time communications;

generating by the one or more computer systems 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, with the generated positional information based in part on the defined locations of the client systems associated with customer service representatives;

associating by the one or more computer systems corresponding communication status level messages with corresponding ones of the client systems within the field of view; and

generating by the one or more computer systems 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.

24. The method of claim 23 wherein at least one of the information feeds comprising information specifying a physical location of the client systems to provide the defined locations information.

25. The method of claim 23 further comprising:

generating an image as the representation of the client systems, the image augmented with the set of communication status level informational depictions of the generated communication status level messages in juxtaposition with the representations of the client systems in the image.

26. The method of claim 23 further comprising:

causing the communication status level informational depictions to be projected onto the display device in the set of eyeglasses, as pictorial representations including text information regarding the information feeds being analyzed.

27. The method of claim 23 further comprising:

generating the representations of the client systems; and

causing the communication status level informational depictions to be projected onto a set of eyeglasses comprising a display device configured to receive the communication status level informational depictions and the generated representation of the client systems.

28. The method of claim 23 further comprising:

generating an image of an environment containing the client systems as the visual representation; and

generating the communication status level informational depictions as pictorial representations are depicted in the image over corresponding client systems.

29. The method of claim 23 further comprising:

generating pictorial representations; and

determining positional information in an image such that the pictorial representations are depicted over the client systems depicted in the image.

30. The method of claim 23 further comprising:

receiving a map of an area in which the client systems are located; and

analyzing the visual representation to produce positional information regarding the client systems in the visual representation.

31. The method of claim 23 further comprising:

receiving a map of an area in which the client systems are located;

analyzing the received map to produce positional information regarding the client systems in the visual representation; and

generating the communication status level informational depictions to be disposed over the representations in the visual representation of those client systems in the client systems that are contained in the visual representation.