Invented by David L. Chavez, Avaya Inc
The Avaya Inc invention works as followsA system is provided. The virtual reality rendering module creates a virtual environment that is representative of at least one of a call center, a dialer predictive, or a media session. The virtual reality includes monitored virtual entities associated with multiple monitored entities, and a monitor object associated with an actual human monitor. The monitored object moves in relation to the coordinate system that defines the virtual reality environment. “In response to the detection of a trigger, an information manager gives to the human monitor information related to a monitored entity that corresponds to a monitored virtual object.
Background for Input and display of contact center operations in a virtual environment
Contact centers receive incoming calls from customers, while predictive dialing systems initiate outgoing customer contact regarding goods and service. Monitoring performance against policies and objectives is an important function of contact centers and predictive dialing systems. A persistent problem, especially in large or distributed systems, is the ability of supervisory staff to monitor resource performance, particularly that of contact center agents. The supervisory staff is on their feet most of the day, circling between contact center agents. This adds to fatigue. The problem is exacerbated by the fact that agents are spread out over a wide area. The problem is more complex in geographically dispersed contact centers because supervisors must be able to understand the issue as well as access the screen information that a remote agent is viewing. It can take longer for the customer to receive their service while the supervisory staff reviews and loads the screen information.
Because of these issues, contact centers and predictive dialing operations require a lot of supervisory personnel. The supervisory staff is paid more than the typical contact center or predictive dialing agent.
Another problem is that the behavior of agents can change when supervisors are nearby. Some agents are less effective and nervous compared to their normal performance levels. Some agents are more effective because of the influence of “the boss” watching. The physical presence of a supervisor can have a negative impact on the monitoring and/or performance of the contact center.
The supervisors are also required to carry devices that allow them to access dashboards and other performance monitoring data while assisting or helping agents. Multitasking between monitoring dashboards and helping agents would be beneficial.
There is a need to increase the effectiveness of supervisory personnel in contact centers and predictive dialer operations, while avoiding deviant behavior by agents when a supervisory member is in close proximity.
The various aspects, embodiments and/or configurations in the present disclosure address these and other needs. The disclosure is generally directed to a virtual environment for monitoring an entity.
In one embodiment, the following steps are included in a method:
(a), by means of a virtual environment rendering module, providing a virtual environment that is representative of or related to one or more contact centers, predictive dialers, or media collaboration sessions, where the virtual environment includes virtual objects associated with multiple human entities.
(b), detecting one or more triggers events by an interrupt module; and
(c), in response to receiving information from a human being through the virtual reality, an information manager provides information associated with a second entity that corresponds to a monitored virtual object. In one embodiment, the method includes:
(a), by means of a virtual environment rendering module, providing a virtual environment that comprises a monitor virtual entity corresponding to a person’s monitor, and a number of monitored virtual entities associated with a variety of monitored entities.
(b), performing an action by a module of control in response to detection a trigger event where one or more of these conditions are true:
(i), each monitored virtual object is active in the virtual environment without any input or control from the monitored entity.
(ii), the monitor object virtual is automatically suspended if the monitor object virtual performs the first function. It will be automatically reactivated if the monitor object virtual performs the second function. The status of the Monitor Virtual Object is independent of whether the human monitor logs into or out the virtual reality environment.
In one embodiment, the system includes:
(a), a number of agent communication devices that correspond to a number of human agents who are in contact with customers to provide service, each agent having an corresponding communication device
(b), a monitor communication system of a human agent to monitor the plurality communication devices of agents and/or humans;
(c), a processor-executable virtual reality rendering module for providing a virtual environment that comprises a plurality monitored virtual entities corresponding the plurality human agents, and a monitor virtual entity corresponding the human monitor; the monitor virtuality and/or the monitored virtuality being able move relative to the coordinate system defining a virtual environment environment.
(d), a processor executable interruption module to detect one of more trigger events
(e), a processor executable manager of information to provide to the human monitor information associated with selected monitored entities corresponding to selected human agents.
In one configuration, both the monitored virtual object and the monitor virtual entity are avatars. The information includes: a media stream between a selected monitored entity (or customer) and a data source ID, a contact identification code, a description of the contact direction, a purpose for the contact, a reason for the call, a disposition to handle the interaction with the media, a disposition to deal with the communication, a treatment or time period during which the contact is to be treated, an ID of the selected monitored entities and customers involved in the a The information is provided to the human monitor by a display that simultaneously provides the virtual reality environment. The monitored entities are agents, agent groups, queues, queue groups, contacts, trunks, trunk group, and trunks. A display simultaneously displaying the virtual reality environment is used to provide information to the monitor. The monitored entities include agents, agent group, agent communication device, contacts, queues and queue groups, trunks and trunk groups.
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