Granted Patent B2

US 8,301,474 · App. 12/739,226 · Granted Oct 30, 2012

Assignee: Avaya Inc.

Abstract

Claims (140)

1. A method of operating a contact center having an interface with a virtual environment implemented in a computerized system, comprising the steps of:

a) receiving from the virtual environment spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment;

b) creating and maintaining contact information in said contact center, said contact information being associated with said inhabitant and including said spatial information;

c) providing said contact information to a queuing system of the contact center; and

d) said queuing system making a queuing decision based on said spatial information.

2. A method of operating a contact center as claimed in claim 1 , wherein said contact is created automatically in step (b) as a result of receiving in step (a) said location information.

3. A method of operating a contact center as claimed in claim 1 , wherein said contact is created when a match is noted between said spatial position of said inhabitant and a predetermined condition.

4. A method of operating a contact center as claimed in claim 1 , wherein said contact is created in step (b) as a result of a user of said virtual environment having control of said inhabitant initiating contact with said contact center.

5. A method of operating a contact center as claimed in claim 1 , wherein said queuing decision of step (d) is based not only on said spatial information but also on other information available to said queuing system.

6. A method of operating a contact center as claimed in claim 1 , wherein said spatial information is selected from:

(i) an absolute position within said virtual environment;

(ii) an indication of a zone or area of said virtual environment;

(iii) an identification of another character, artefact, object or entity of said virtual environment in the vicinity of said inhabitant;

(iv) an identification of another character, artefact, object or entity of said virtual environment in the field of view of said inhabitant;

(v) an identification of another character, artefact, object or entity of said virtual environment in the vicinity of a projected path of travel of said inhabitant; and

(vi) an identification of a member of a class of entities present in said virtual environment, said member of said class being selected on the basis of proximity to or accessibility from the location of said individual.

7. A method of operating a contact center as claimed in claim 1 , further comprising the steps of allocating said contact to an agent of said contact center, and providing said location information to a system employed by said agent of said contact center prior to or during an interaction with said inhabitant.

8. A method of operating a contact center as claimed in claim 7 , wherein said system employed by said agent comprises a program providing access to said virtual environment.

9. A computer program product comprising a data carrier having encoded thereon machine readable instructions which when executed in a computer system of a contact center having an interface with a virtual environment, are effective to cause said computer system to:

a) receive from the virtual environment spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment;

b) create and maintaining contact information in said contact center, said contact information being associated with said inhabitant and including said spatial information;

c) provide said contact information to a queuing system of the contact center; and

d) said queuing system making a queuing decision based on said spatial information.

10. A contact center computer system having an interface with a virtual environment, said computer system operating a computer program thereon which causes said contact center to:

a) receive from the virtual environment spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment;

b) create and maintaining contact information in said contact center, said contact information being associated with said inhabitant and including said spatial information;

c) provide said contact information to a queuing system of the contact center; and

d) said queuing system making a queuing decision based on said spatial information.

11. A method of operating a contact center having an interface with a virtual environment implemented in a computerized system, comprising the steps of:

a) receiving from the virtual environment spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment;

b) creating and maintaining contact information in said contact center, said contact information being associated with said inhabitant;

c) providing said contact information to a queuing system of the contact center, such that said inhabitant is queued to interact with a live agent of the contact center;

d) estimating an expected wait time for a live agent to become available to interact with said inhabitant;

e) using said spatial information to estimate a time delay for said inhabitant to require live agent intervention following an automated interaction;

f) comparing said estimated time delay with said expected wait time; and

g) providing to said inhabitant an automated interaction designed to reduce the difference between said estimated time delay and said expected wait time.

12. A method of operating a contact center as claimed in claim 11 , wherein in step (e) said spatial information is used in conjunction with other information to estimate said time delay.

13. A method of operating a contact center as claimed in claim 11 , wherein the spatial information employed in estimating the time delay is selected from:

(i) an absolute position within said virtual environment;

(ii) an indication of a zone or area of said virtual environment;

(iii) an identification of another character, artefact, object or entity of said virtual environment in the vicinity of said inhabitant;

(iv) an identification of another character, artefact, object or entity of said virtual environment in the field of view of said inhabitant;

(v) an identification of another character, artefact, object or entity of said virtual environment in the vicinity of a projected path of travel of said inhabitant; and

(vi) an identification of a member of a class of entities present in said virtual environment, said member of said class being selected on the basis of proximity to or accessibility from the location of said individual.

14. A method of operating a contact center as claimed in claim 11 , wherein the step of providing to said inhabitant an automated interaction designed to reduce the difference between said estimated time delay and said expected wait time, comprises selecting from among a plurality of script options; accelerating or retarding a rate of interaction; or delaying the initiation of an interaction.

15. A computer program product comprising a data carrier having encoded thereon machine readable instructions which when executed in a computer system of a contact center having an interface with a virtual environment, are effective to cause said computer system to:

a) receive from the virtual environment spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment;

b) create and maintaining contact information in said contact center, said contact information being associated with said inhabitant;

c) provide said contact information to a queuing system of the contact center, such that said inhabitant is queued to interact with a live agent of the contact center;

d) estimate an expected wait time for a live agent to become available to interact with said inhabitant;

e) use said spatial information to estimate a time delay for said inhabitant to require live agent intervention following an automated interaction;

f) compare said estimated time delay with said expected wait time; and

g) provide to said inhabitant an automated interaction designed to reduce the difference between said estimated time delay and said expected wait time.

16. A contact center computer system having an interface with a virtual environment, said computer system operating a computer program thereon which causes said contact center to:

a) receive from the virtual environment spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment;

b) create and maintaining contact information in said contact center, said contact information being associated with said inhabitant;

c) provide said contact information to a queuing system of the contact center, such that said inhabitant is queued to interact with a live agent of the contact center;

d) estimate an expected wait time for a live agent to become available to interact with said inhabitant;

e) use said spatial information to estimate a time delay for said inhabitant to require live agent intervention following an automated interaction;

f) compare said estimated time delay with said expected wait time; and

g) provide to said inhabitant an automated interaction designed to reduce the difference between said estimated time delay and said expected wait time.

17. A method of operating a computerized system implementing a virtual environment and having an interface with a contact center, comprising the steps of:

a) receiving from the contact center information regarding a queuing system maintained by said contact center;

b) providing within the virtual environment a virtual queue representation of said queuing system, based on said received information;

c) providing an inhabitant of said virtual environment with access to said virtual queue representation when a contact is queued for said inhabitant in said queuing system of the contact center;

d) providing within said virtual queue representation one or more entities with which said inhabitant may interact with a variable result;

e) upon said inhabitant interacting with one of said entities, determining a result of said interaction; and

f) notifying the result of said interaction to said queuing system of the contact center whereby the queuing position of said inhabitant in the queuing system of the contact center may be modified based on said result.

18. A method of operating a system as claimed in claim 17 , wherein said virtual queue representation comprises a journey which may be undertaken by said inhabitant within said environment.

19. A method of operating a system as claimed in claim 17 , wherein said one or more entities with which said inhabitant may interact with a variable result are selected from one or more of:

(i) an inhabitant of said virtual environment operated by a user of said environment;

(ii) an automated inhabitant of said virtual environment;

(iii) an obstacle to be negotiated;

(iv) a maze to be traversed;

(v) a journey to be completed;

(vi) a puzzle to be solved;

(vii) a challenge to be undertaken; and

(viii) a game to be played.

20. A method of operating a system as claimed in claim 17 , wherein said one or more entities with which said inhabitant may interact are presented sequentially to said inhabitant.

21. A method of operating a system as claimed in claim 20 , wherein said sequential presentation occurs as said inhabitant moves along a path within said environment.

22. A method of operating a system as claimed in claim 17 , wherein said one or more entities with which said inhabitant may interact with a variable result comprise at least one other inhabitant also present in said virtual queue representation, said at least one other inhabitant also having a queuing position within said queuing system of the contact center, wherein said result of said interaction is determinative of a modification of the queuing positions of each of the inhabitants involved in said interaction.

23. A method of operating a system as claimed in claim 17 , further comprising the steps, carried out at the contact center, of:

a) providing said information regarding said queuing system to said computerized system;

b) receiving notification of the result of said interaction; and

c) modifying the queuing position of said inhabitant in the queuing system of the contact center based on said result.

24. A method of operating a system as claimed in claim 23 , wherein the queuing position of said inhabitant is modified to ensure a minimum rate of progress within the queue, irrespective of the result of said interaction.

25. A computer program product comprising a data carrier having encoded thereon machine readable instructions which when executed in a computerized system implementing a virtual environment and having an interface with a contact center, are effective to cause said computerized system to:

a) receive from the contact center information regarding a queuing system maintained by said contact center;

b) provide within the virtual environment a virtual queue representation of said queuing system, based on said received information;

c) provide an inhabitant of said virtual environment with access to said virtual queue representation when a contact is queued for said inhabitant in said queuing system of the contact center;

d) provide within said virtual queue representation one or more entities with which said inhabitant may interact with a variable result;

e) upon said inhabitant interacting with one of said entities, determine a result of said interaction; and

f) notify the result of said interaction to said queuing system of the contact center whereby the queuing position of said inhabitant in the queuing system of the contact center may be modified based on said result.

26. A computerized system implementing a virtual environment and having an interface with a contact center, said system executing a program which is effective to cause said computerized system to:

a) receive from the contact center information regarding a queuing system maintained by said contact center;

b) provide within the virtual environment a virtual queue representation of said queuing system, based on said received information;

c) provide an inhabitant of said virtual environment with access to said virtual queue representation when a contact is queued for said inhabitant in said queuing system of the contact center;

d) provide within said virtual queue representation one or more entities with which said inhabitant may interact with a variable result;

e) upon said inhabitant interacting with one of said entities, determine a result of said interaction; and

f) notify the result of said interaction to said queuing system of the contact center whereby the queuing position of said inhabitant in the queuing system of the contact center may be modified based on said result.

27. A method of operating a system comprising a virtual environment implemented in a computerized system and a contact center having an interface with said virtual environment, comprising the steps of:

a) providing within the virtual environment an interface with an external website having an offer for sale;

b) providing to an inhabitant of the virtual environment a mechanism to request live agent assistance with a purchasing decision;

c) upon said inhabitant requesting live agent assistance, providing said request from said virtual environment to said contact center;

d) upon said contact center allocating said request to an agent of said contact center, placing said agent and said inhabitant in communication with one another.

28. A computer program product comprising a data carrier having encoded thereon machine readable instructions which when executed in a computerized system implementing a virtual environment and having an interface with a contact center, are effective to cause said computerized system to:

a) provide within the virtual environment an interface with an external website having an offer for sale;

b) provide to an inhabitant of the virtual environment a mechanism to request live agent assistance with a purchasing decision;

c) upon said inhabitant requesting live agent assistance, provide said request from said virtual environment to said contact center; and

d) upon said contact center allocating said request to an agent of said contact center, place said agent and said inhabitant in communication with one another.

29. A computerized system implementing a virtual environment and having an interface with a contact center, said computerized system operating a program effective to cause the computerized system to:

a) provide within the virtual environment an interface with an external website having an offer for sale;

b) provide to an inhabitant of the virtual environment a mechanism to request live agent assistance with a purchasing decision;

c) upon said inhabitant requesting live agent assistance, provide said request from said virtual environment to said contact center; and

d) upon said contact center allocating said request to an agent of said contact center, place said agent and said inhabitant in communication with one another.

30. A method of operating a contact center having an interface with a virtual environment implemented in a computerized system, comprising the steps of:

a) receiving from the virtual environment a request issued by or on behalf of an inhabitant of said virtual environment;

b) identifying said request as being a request to act as an agent of the contact center;

c) authorizing said inhabitant to act as an agent of the contact center;

d) adding, to a stored record of agents available to the contact center, information relating to said inhabitant;

e) receiving from said virtual environment contact requests from inhabitants of said virtual environment for contact with an agent; and

f) allocating said contact requests among said agents identified in said stored record.

31. A method of operating a contact center as claimed in claim 30 , wherein said request in step (a) is received as a result of said first inhabitant accessing a location in the virtual environment which is assigned as a registration location for inhabitants wishing to act as agents.

32. A method of operating a contact center as claimed in claim 30 , wherein step (c) comprises determining that said first inhabitant is recorded as being authorized to act as an agent.

33. A method of operating a contact center as claimed in claim 30 , wherein step (c) comprises determining that said first inhabitant passes a test presented to said first inhabitant.

34. A method of operating a contact center as claimed in claim 30 , wherein step (d) comprises recording a skillset for said first inhabitant in said stored record, whereby said skillset information is used in allocating contact requests in step (f).

35. A computer program product comprising a data carrier having encoded thereon machine readable instructions which when executed in a computerized system of a contact center having an interface with a virtual environment, are effective to cause said computerized system to:

a) receive from the virtual environment a request issued by or on behalf of a first inhabitant of said virtual environment;

b) identify said request as being a request to act as an agent of the contact center;

c) authorize said first inhabitant to act as an agent of the contact center;

d) add, to a stored record of agents available to the contact center, information relating to said first inhabitant; and

e) receive from said virtual environment contact requests from further inhabitants of said virtual environment for contact with an agent; and

f) allocate said contact requests among said agents identified in said stored record.

36. A computerized system of a contact center having an interface with a virtual environment, said computerized system operating a program effective to cause the computerized system to:

a) receive from the virtual environment a request issued by or on behalf of a first inhabitant of said virtual environment;

b) identify said request as being a request to act as an agent of the contact center;

c) authorize said first inhabitant to act as an agent of the contact center;

d) add, to a stored record of agents available to the contact center, information relating to said first inhabitant; and

e) receive from said virtual environment contact requests from further inhabitants of said virtual environment for contact with an agent; and

f) allocate said contact requests among said agents identified in said stored record.

Assignments (21)

Priority Claims (1)

Continuity (1)