AR Supervisor Device for Contact Center Agent Monitoring
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Solution Overview
Problem
In contact centers, supervisors face challenges in efficiently monitoring and managing a large number of agents due to the high agent-to-supervisor ratio, leading to difficulties in identifying situations that require attention in a timely manner, which can affect customer satisfaction and operational efficiency.
Innovation Solution
An augmented reality system is implemented, featuring a supervisor device with a display that overlays agent performance data and queue information onto the supervisor's field of view, using a location tracker and state monitor to provide real-time feedback on agent states and customer queues, allowing supervisors to prioritize interventions effectively.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If the agent-to-supervisor ratio is increased to improve space efficiency and reduce costs, then operational costs decrease, but the supervisor's ability to monitor and respond to agent situations deteriorates
Solution Approach 1:
The system creates virtual copies of agent information and displays them at the agents' physical locations through the supervisor's augmented reality device. This allows the supervisor to access multiple agent states simultaneously without physically moving to each agent's location, effectively copying information to the supervisor's field of view.
Solution Approach 2:
The system transitions from two-dimensional monitor displays to three-dimensional spatial information display through augmented reality. Agent information is projected into the physical space where agents are located, allowing the supervisor to perceive agent states in the same spatial dimension as the agents themselves, eliminating the need to switch between physical location and information display.
2Reliability
If more supervisors are hired to improve monitoring coverage and response time, then customer satisfaction improves, but operational costs increase
Solution Approach 1:
The augmented reality system enables a single supervisor to perform multiple monitoring functions simultaneously. The supervisor can view information about multiple agents, track queue states, and identify issues across different areas of the contact center all through one device, making the supervisor role multi-functional rather than requiring dedicated supervisors for each agent or area.
Solution Approach 2:
The system segments information about different agents and queue states into discrete visual elements that are displayed at relevant locations in the supervisor's field of view. This allows the supervisor to process information in manageable segments rather than being overwhelmed by a single comprehensive display, enabling effective monitoring of many agents simultaneously.
3Device complexity
If traditional monitoring methods are used to keep device complexity low, then system simplicity is maintained, but the speed of information delivery to supervisors deteriorates
Solution Approach 1:
The system pre-processes and positions agent information in the virtual space before the supervisor needs it. The location tracker continuously monitors agent positions and pre-places information at the appropriate locations in the supervisor's field of view, so when the supervisor looks at an agent's location, the information is already there ready for immediate perception, eliminating any delay in information delivery.
Data Source
AI summary
A contact center augmented reality system may include a supervisor device, a location tracker, a state monitor, and an augmenter. The supervisor device may include a display to augment a supervisor view of the contact center. The location tracker may monitor agent locations in the contact center and may monitor the supervisor device location in the contact center. The state monitor may monitor a state of agents of the contact center. The augmenter may instruct the display of the supervisor device to display an agent-state augmentation artifact such that a state of a first agent of the contact center is displayed at a location associated with the first agent.