Unified View Interface for Supervisory Communication Systems

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Solution Overview

Problem

Supervisors in call centers face challenges in efficiently monitoring and managing multiple agents across diverse applications, leading to difficulties in real-time information availability, trending, and action execution due to fragmented interfaces and lack of unified communication tools.

Innovation Solution

A unified view interface system that integrates supervisory communications from multiple applications, providing real-time information availability, trending, and action execution capabilities, allowing supervisors to access and manage diverse tasks seamlessly through a mobile coach application and a supervisory communications support server.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If supervisors use multiple separate applications to monitor agents, then they can access diverse supervisory communications, but the interfaces become fragmented and real-time information availability deteriorates

Engineering Contradiction:

Improveability to access diverse supervisory communicationsVSAvoidreal-time information availability

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The patent merges multiple separate supervisory communication applications into a single unified view interface. This consolidation allows supervisors to access diverse supervisory communications (telephony, messaging, conferencing, email) through one integrated interface rather than multiple separate applications, thereby improving real-time information availability and ease of operation while maintaining adaptability to different communication types.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The unified view interface provides universal access to multiple types of supervisory communications simultaneously. The system enables a single interface to handle diverse communication modalities including telephony, instant messaging, conferencing, and email, making the interface multi-functional and improving overall ease of operation for supervisors.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Adaptability or versatility

If supervisors access diverse applications through separate interfaces, then they can manage varied tasks, but task execution efficiency decreases due to interface fragmentation

Engineering Contradiction:

Improvecapability to manage varied tasksVSAvoidtask execution efficiency

Core Design Contradiction:

Adaptability or versatilityVSProductivity

Solution Approach 1:

The patent combines multiple task management functions into a single unified view interface, allowing supervisors to execute diverse tasks (monitoring, messaging, conferencing, email management) without switching between separate applications. This merging improves task execution efficiency by eliminating the need to navigate between multiple interfaces while maintaining the capability to handle varied tasks.

Inventive Principle:

Principle #5Merging (Combining)

3Adaptability or versatility

If supervisors use multiple separate applications, then they can perform specialized functions, but the complexity of the supervisory system increases

Engineering Contradiction:

Improvespecialized function capabilityVSAvoidsystem structure complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent merges multiple specialized applications into a single unified view interface that presents a simplified, consistent user experience. While the underlying system maintains specialized functionality for different communication types, the unified interface consolidates the complexity into a single manageable structure, reducing the apparent system complexity for supervisors while preserving specialized capabilities.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The unified view interface provides universal access to specialized functions through a single interface design. Rather than requiring separate interfaces for each specialized function (telephony, messaging, conferencing, email), the system provides multi-functional access points that simplify the overall system structure while maintaining specialized capabilities.

Inventive Principle:

Principle #6Universality (Multi-functionality)

4Adaptability or versatility

If supervisors access communications through native applications, then they get full functionality, but notifications and interactions are not delivered seamlessly

Engineering Contradiction:

Improvefull application functionalityVSAvoidseamless notification delivery

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The unified view interface acts as an intermediary layer between the supervisor and multiple native applications. This mediator consolidates notifications and interactions from different applications (telephony, messaging, conferencing, email) into a single seamless delivery mechanism, improving ease of operation while maintaining access to full application functionality through the unified interface.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS9467565B2Supervisory communication system

Publication Date: 2016.10.11 VERIZON PATENT & LICENSING INC

AI summary

A method may include identifying diverse applications associated with supervision of agent work stations. The method may include generating a unified view interface based on supervisory communications associated with the diverse applications and receiving a request for the unified view interface from a supervisory interface device. The method may include exporting the unified view interface to the supervisory interface device. The method may further include receiving notifications associated with the diverse applications, and sending the notifications to the supervisory interface device.