Proximity-Based Wallboard Data Segmentation for Contact Centers
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Solution Overview
Problem
Large contact center wallboards are not customized to varying audience viewing ranges, wasting valuable space and presenting irrelevant data to agents and supervisors, limiting their effectiveness in dynamic environments.
Innovation Solution
A GPS-enabled contact center wallboard display system that allows agents and supervisors to interact with smart devices, enabling supervisors to push relevant information to wallboards based on agent location, allowing for targeted data presentation and improving data consumption efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If wallboards display data for all audiences in the contact center, then all agents and supervisors can see the same information, but the data becomes irrelevant to many viewers and reduces overall effectiveness
Solution Approach 1:
The system implements location-based data presentation where different wallboard regions display different information based on the viewer's position. GPS coordinates from mobile devices are used to determine which agent groups are near which wallboard sections, and data is selectively displayed in those specific regions rather than uniformly across the entire wallboard surface.
Solution Approach 2:
The wallboard display is segmented into multiple regions, each targeted to specific agent groups based on their physical location. The system divides the contact center floor into zones and assigns relevant data to corresponding wallboard segments, allowing different portions of the wallboard to serve different audience segments simultaneously.
2Adaptability or versatility
If wallboards use fixed display content for all viewers, then the system is simple to operate, but it cannot adapt to the dynamic nature of audiences at varying distances and locations
Solution Approach 1:
The system automatically determines viewer locations using GPS coordinates from mobile devices and autonomously configures wallboard content based on that location data. No manual intervention is required to customize displays for different viewers; the system self-adjusts by receiving location information and dynamically presenting relevant data to appropriate audience segments.
Solution Approach 2:
The wallboard display transitions from a static, fixed-content system to a dynamic system that continuously adapts its content based on real-time viewer locations. As agents and supervisors move through the contact center, the wallboard automatically updates to display relevant information for their current position, creating a flexible and responsive display system.
3Loss of information
If wallboards present comprehensive contact center data, then all information is available to all viewers, but agents and supervisors who cannot understand or act on the data still receive it, reducing overall utility
Solution Approach 1:
The system delivers tailored information to specific agent groups based on their location and role. Rather than broadcasting comprehensive data to all viewers, the wallboard presents only the subset of information relevant to each group's capabilities and responsibilities, ensuring that every viewer receives actionable data they can understand and utilize.
Data Source
AI summary
Proximity-based interactions with wallboards and mobile devices create an interactive and effective communication model, efficiently utilizing space and opportunities for communication between a contact center and its agents and supervisors. The system provides a dynamic, proximity-based location service including displays for agents and real-time message capabilities for supervisors.