Mobile Supervisor Status Display for Contact Center Agents
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Solution Overview
Problem
Supervisors in contact centers face difficulties in accessing real-time status information about agents while walking around the center, often requiring interruptions to obtain this information, which hinders efficient monitoring and management.
Innovation Solution
A system and method that detects communication devices used by agents in contact centers, downloads a contact center display application onto these devices, and transmits status information, allowing for the display of agent status via icons, banners, or text, which can be customized based on the agent's role, location, or presence of a supervisor.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If a Supervisor walks around the contact center to monitor agents, then the Supervisor can physically observe agents, but the Supervisor cannot access real-time status information about agents
Solution Approach 1:
The patent creates a mobile copy of the agent status information system on portable devices (smartphones, tablets, PDAs). The supervisor device receives and displays replicated agent status data from the contact center system, allowing supervisors to access real-time information anywhere in the facility without being tethered to desktop computers.
Solution Approach 2:
The patent introduces a mobile communication device as an intermediary between the contact center system and the supervisor. This intermediary device receives status information from the contact center system via network communication and presents it to the supervisor in a portable format, bridging the gap between the fixed information system and the mobile supervisor.
2Loss of information
If a Supervisor talks to an Agent to get status information, then the Supervisor can obtain accurate information, but the Agent must be stopped from servicing calls
Solution Approach 1:
The supervisor device automatically retrieves and displays agent status information without requiring the agent's active participation. The system self-updates with agent status changes through network communication, allowing supervisors to monitor status in real-time without interrupting agent-customer interactions.
Solution Approach 2:
The patent enables continuous monitoring of agent status information while agents continue their call servicing work. The supervisor device continuously receives status updates from the contact center system, maintaining an ongoing flow of information without breaking the agent's productive workflow.
3Loss of information
If a Supervisor waits for call completion to get agent status, then the Supervisor can obtain information, but significant time is lost
Solution Approach 1:
The supervisor device is pre-configured with the capability to receive and display agent status information before any monitoring need arises. The device maintains continuous network connectivity and readiness to receive status updates, so when the supervisor needs information, it is already available immediately without waiting for call completions or scheduled updates.
Solution Approach 2:
The system implements periodic or event-driven status information transmission from the contact center system to the supervisor device. Status updates are sent at regular intervals or immediately when status changes occur, ensuring the supervisor receives current information without delays associated with waiting for call completions.
Data Source
AI summary
The system and method detect a communication device being connected to a network. It is determined if the communication device will be used by an Agent the contact center. If the communication device will be used by an Agent in the contact center, a contact center display application is downloaded onto the communication device. The contact center display application is used to display contact center status information. The contact center status information is transmitted to the communication device. The communication device receives the contact center status information and displays the contact center status information via the contact center display application that was downloaded onto the communication device.