Apparatuses or methods involving asynchronous video communication for coaching within communications platform

1 . A system for processing data communications in a contact center, the system comprising:

a network-enabled communications circuit configured to route or convey communication data relating to a plurality of endpoint devices associated with contact center agents of a client entity, from among a plurality of client entities, registered to receive data-communications services, wherein the communication data are associated with communications between respective contact center agents and end users, and communications between the respective contact center agents and a supervisory user to oversee actions involving one or more of the data communications;

a user interface circuit configured to, in response to the supervisory user selecting an association linked to one of the data communications,

enable the supervisory user to access a live data communication involving the selected association, the live data communication including live audio or video communication; and

generate and present analytics data based on characteristics of the live data communication, and historical characteristics, of the one of the data communications involving the selected association; and

a communication engine, including one or more servers, configured to provide an asynchronous communication involving an individual designated on behalf of the client entity, the asynchronous communication including video communication data generated in association with the analytics data for delayed access by the individual designated on behalf of the client entity;

wherein the video communication data is for asynchronous presentation, and wherein the system is configured to restrict the video communication data for a period of time from access by the individual designated on behalf of the client entity, wherein the individual is one of the contact center agents, or one of the endpoint devices, linked to the selected association.

2 . The system of claim 1 , wherein the selected association includes an action item involving one or both of audio feed or a video feed.

3 . The system of claim 1 , wherein the selected association includes identity data linked to at least one of the contact center agents.

4 . The system of claim 1 , wherein the selected association includes identity data linked to at least one of the plurality of endpoint devices.

5 . The system of claim 1 , wherein the live data communication is between one of the contact center agents and one of the end users.

6 . The system of claim 1 , wherein the live data communication comprises data selected from the group of: audio, video, text, media, images, screenshots, documents, and a combination thereof.

7 . The system of claim 1 , further including:

analytics circuitry coupled to the communications circuit and configured to identify data insights exhibited by the communications between the respective contact center agents and the end users; and

assessment circuitry coupled to the communications circuit and to the analytics circuitry and configured to:

classify the identified data insights relative to categories of data communication conditions pertaining to the communications between the contact center agents and endpoint device users, and

generate a recommended data-communication condition based on the classification of the identified data insights, wherein the recommended data-communication condition is included with the asynchronous communication.

8 . The system of claim 7 , further including a data repository server having training content, wherein the assessment circuitry is configured to include the training content from the data repository server in the recommended data-communication condition.

9 . The system of claim 1 , further including a data repository server having training content, wherein the communication engine is configured to include the training content from the data repository server with the video communication data generated in association with the analytics data.

10 . The system of claim 1 , further including a predictive learning circuit configured to:

assess characteristics of the communications between the respective contact center agents and the end users, including associating the communications between the respective contact center agents and the end users with one or more data communication categories based on the assessed characteristics; and

generate data insights based on the characteristics of the communications between the respective contact center agents and the end users, wherein the data insights include a recommended action for the associated communications.

11 . A system for processing data communications in a contact center, the system comprising:

a network-enabled communications circuit configured to route or convey communication data relating to a plurality of endpoint devices associated with contact center agents of a client entity, from among a plurality of client entities, registered to receive data-communications services, wherein the communication data are associated with communications between respective contact center agents and end users, and communications between the respective contact center agents and a supervisory user to oversee actions involving one or more of the data communications;

a user interface circuit configured to, in response to the supervisory user selecting an association linked to one of the data communications,

enable the supervisory user to access a live data communication involving the selected association, the live data communication including live audio or video communication; and

generate and present analytics data based on characteristics of the live data communication, and historical characteristics of the one of the data communications involving the selected association; and

a communication engine, including one or more servers, configured to provide an asynchronous communication involving an individual designated on behalf of the client entity, the asynchronous communication including video communication data generated in association with the analytics data for delayed access by the individual designated on behalf of the client entity;

wherein the video communication data is for asynchronous presentation, and wherein the system is configured to restrict the video communication data for a period of time from access by the individual designated on behalf of the client entity, the period of time being indicated by data generated in conjunction with the video communication data.

12 . The system of claim 11 , further including a data repository server having training content, wherein the communication engine is configured to include the training content from the data repository server with the video communication data generated in association with the analytics data.

13 . A system for processing data communications in a contact center, the system comprising:

a network-enabled communications circuit configured to route or convey communication data relating to a plurality of endpoint devices associated with contact center agents of a client entity, from among a plurality of client entities, registered to receive data-communications services, wherein the communication data are associated with communications between respective contact center agents and end users, and communications between the respective contact center agents and a supervisory user to oversee actions involving one or more of the data communications;

a user interface circuit configured to, in response to the supervisory user selecting an association linked to one of the data communications,

enable the supervisory user to access a live data communication involving the selected association, the live data communication including live audio or video communication; and

generate and present analytics data based on characteristics of the live data communication, and historical characteristics of the one of the data communications involving the selected association; and

a communication engine, including one or more servers, configured to provide an asynchronous communication, the asynchronous communication including video communication data generated in association with the analytics data for delayed access;

wherein the communication engine is configured to provide the asynchronous communication between the supervisory user and one of the contact center agents by: recording video communication data generated while that supervisory user is accessing the live audio or video communication between the one of the contact center agents and one of the end users, and asynchronously communicating the generated video communication data to the the one of the contact center agents at a later time.

14 . A computer-implemented method comprising:

routing or conveying communication data, via a contact center operating through a network-enabled communications circuit, on behalf of a plurality of endpoint devices;

in response to a supervisory user selecting an association linked to one of a plurality of data communications involving a contact center agent,

enabling the supervisory user to oversee or review actions involving the one of the data communications and to access a live data communication involving the selected association; and

generating and presenting analytics data based on characteristics of the live data communication, and historical characteristics of the one of the data communications involving the selected association; and

providing, using one or more servers, an asynchronous communication involving the contact center agent, the asynchronous communication including video communication data generated for delayed access;

wherein the act of providing the asynchronous communication comprises asynchronously providing the video communication data, wherein the video communication data is obtained by recording the video communication data involving the contact center agent, and wherein the recorded video communication data is presented for delayed access by the supervisory user.

15 . The method of claim 14 , further comprising a data repository server having training content, wherein the computer and communications circuit is configured to include the training content from the data repository server with the video communication data.

16 . An apparatus comprising:

a computer and communications circuit configured to:

route or convey communication data relating to a plurality of endpoint devices associated with contact center agents;

provide access to live data communications involving the data communications for the plurality of endpoint devices associated with the contact center agents; and

generate and present analytics data based on characteristics of the live data communications, and based on historical characteristics of the routed or conveyed communication data; and

one or more servers configured to provide an asynchronous communication involving one or more of the contact center agents, the asynchronous communication including video communication data generated in for delayed access by the one of the contact center agents, and/or one of the endpoint devices;

wherein the video communication data is for asynchronous presentation, and wherein the apparatus is configured to restrict the video communication data for a period of time from access by the one of the contact center agents, and/or the one of the endpoint devices.

17 . The apparatus of claim 16 , further comprising a data repository server having training content, wherein the computer and communications circuit is configured to include the training content from the data repository server with the video communication data.

18 . The system of claim 13 , further including a data repository server having training content, wherein the communication engine is configured to include the training content from the data repository server with the video communication data generated in association with the analytics data.